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Head of Existing Customer Analytics – Service and Lifetime Value Optimisation
Data & Underwriting
Strategic Analytics
Wimbledon – hybrid / flexible
Director of Strategic Analytics
5
As Head of Existing Customer Analytics, you will lead a high-impact team responsible for delivering data-driven insights that shape how Domestic & General serves, retains, and optimises the relationship and value with its customer base.
You will own the analytics strategy across the end-to-end service journey, from digital claims and repair booking through to engineer visits and post-service feedback, across the UK and EU.
The role combines customer value optimisation and risk management, informing fraud detection and prevention strategies, deepening customer relationships, reducing churn, and maximising lifetime value through advanced analytics and technology.
This is a strategic yet hands-on role, blending advanced analytics with strong commercial judgement to influence key business decisions and long-term value growth.
Drive transformation in how service is designed, delivered, and experienced across the UK and EU, improving customer outcomes while driving cost efficiency
Improve end-to-end journey performance by identifying root causes of service friction and enabling proactive resolution
Own analytics across cross-channel journeys (digital, contact centre, field service), ensuring full visibility and continuity
Inform and shape complaint handling strategy
Drive customer lifetime value optimisation and influence underwriting, pricing, and product design using real customer behaviour
Reduce churn across millions of policies through data-led strategies
Lead fraud prevention through advanced analytics and evidence-based recommendations
Champion a data-led approach to existing customer strategy across retention, operations, and service delivery
Partner closely with MI teams to inform business and regulatory reporting
Act as a senior advisor to leadership on customer value dynamics, behavioural trends, and service efficiency
Influence decisions across Customer Service, Claims, Operations, Fraud, Product, and Marketing
Shape retention strategies, including incentive design, intervention timing, and contact optimisation
Own prioritisation of analytical work across service improvement, fraud risk, and churn reduction, balancing short-term performance with long-term value
Strong background in customer analytics, service operations, and lifetime value modelling
Proven experience using advanced analytics techniques (segmentation, predictive modelling, regression, clustering) to solve commercial problems
Strong understanding of customer churn dynamics, complaint drivers, and fraud behaviours
Knowledge of appliance insurance, general insurance, or similar regulated sectors is highly desirable
Strong SQL capability (or equivalent) is a plus
Excellent data visualisation and storytelling skills (e.g. Power BI)
Strong commercial acumen with a pragmatic, delivery-focused mindset
Lead the Existing Customer Analytics function with a clear vision, roadmap, and performance framework aligned to executive priorities
Build and develop a high-performing, insight-led analytics team
Mentor and coach team members to strengthen both analytical capability and commercial awareness
Represent analytics in key forums (e.g. underwriting, retention, service transformation steerco)
Champion continuous improvement and data-informed decision-making across the business
Foster a collaborative, inquisitive, and delivery-focused culture combining technical rigour with commercial thinking
Lead the service analytics strategy across UK and EU markets, owning analytics for cross-channel journeys
Analyse customer interactions, service journeys, and complaints to improve service levels, NPS, customer effort, and cost efficiency
Lead root cause analysis of complaints and service breakdowns, driving accountability and improvement
Conduct deep-dive analysis into service bottlenecks, repeat visits, escalations, and cost drivers
Monitor and improve service outcomes including time to repair, first-time fix rates, engineer performance, and SLA compliance
Develop actionable insights to guide retention strategies and maximise lifetime value
Lead fraud analytics and partner with underwriting to detect and prevent fraudulent behaviour
Monitor and report on key customer metrics, including lifetime value and product usage
Support pricing and underwriting teams with behavioural insights for value optimisation
Partner with MI teams to automate reporting and dashboards, improving access to insight across the business
Director of Strategic Analytics
Director of Service Operations
Network Operations Director
Head of Product
Commercial Finance Director
Head of Underwriting
Director of Decision Science
Director of Data Strategy
Head of Retention
CIO and CTO
hackajob is partnering with Domestic & General to fill this position. Create a profile to be automatically considered for this role—and others that match your experience.