Company Overview

The organisation operates within the digital finance and technology landscape, providing technology-driven services designed to improve how customers access, manage and interact with financial products. Its approach combines digital innovation, customer-focused product development and data-informed decision-making to deliver useful and reliable online experiences.

The Customer Insights & Analytics department supports business teams by transforming customer information, behavioural data and market research into practical recommendations. By understanding customer needs, engagement patterns and service expectations, the team helps the organisation improve product usability, strengthen retention and identify opportunities for sustainable growth.

The department collaborates with marketing, product management, customer support, commercial operations and technology teams to ensure that customer perspectives inform business priorities.

Role Summary

The Customer Insights Analyst will analyse customer behaviour, feedback, engagement patterns and market trends to help the organisation make better-informed commercial and product decisions. The role focuses on understanding why customers adopt particular services, what influences their satisfaction, where they experience difficulties and which factors contribute to long-term engagement.

The successful candidate will combine quantitative analysis with qualitative research to produce insights that are relevant to marketing strategy, customer experience improvements and product development. This includes investigating customer journeys, evaluating audience segments, interpreting survey results and identifying behavioural patterns that may influence acquisition, conversion or retention.

The position requires strong analytical skills, curiosity about customer behaviour and the ability to communicate findings clearly to both technical and non-technical stakeholders. The analyst will be expected to move beyond reporting figures by explaining what the findings mean, why they matter and what actions the business should consider.

Key Responsibilities

• Customer behaviour analysis: Analyse customer interactions across digital platforms, onboarding processes, marketing channels and service touchpoints to understand engagement patterns and identify opportunities for improvement.

• Customer segmentation: Develop and maintain meaningful customer segments using behavioural, transactional, demographic or engagement-related information where appropriate and lawfully available.

• Customer journey analysis: Examine the complete customer journey, from initial discovery and registration to activation, repeat usage and retention. Identify friction points, abandonment patterns and opportunities to improve the experience.

• Retention and churn insights: Investigate patterns associated with customer inactivity, reduced engagement and potential churn. Develop reports that help relevant teams understand retention risks and evaluate possible interventions.

• Survey and feedback analysis: Interpret customer surveys, product feedback, support interactions and other approved research sources to identify recurring concerns, unmet needs and opportunities to improve service delivery.

• Quantitative research: Use descriptive statistics, cohort analysis, trend analysis and appropriate statistical methods to evaluate customer behaviour and measure changes over time.

• Qualitative research: Support interviews, customer feedback reviews and thematic analysis to provide context for numerical findings and develop a more complete understanding of customer needs.

• Marketing effectiveness: Collaborate with marketing teams to evaluate campaign engagement, audience quality, channel performance and the relationship between acquisition activities and subsequent customer behaviour.

• Product performance: Work with product managers and user experience specialists to evaluate feature adoption, usability indicators and customer engagement with digital services.

• Dashboard development: Build and maintain dashboards and recurring reports that communicate important customer metrics, behavioural trends and performance indicators.

• Data quality and governance: Validate datasets, document analytical assumptions and follow established procedures for data access, privacy, accuracy and responsible information handling.

• Insight communication: Prepare clear reports, presentations and recommendations for stakeholders. Explain complex findings in accessible language and distinguish evidence-based conclusions from assumptions.

• Opportunity identification: Detect changes in customer behaviour, emerging needs and under-served segments that may inform product improvements, marketing campaigns or customer support initiatives.

• Research coordination: Help define research questions, select appropriate methodologies and coordinate with internal teams to ensure that analytical work addresses genuine business needs.

• Continuous improvement: Review existing reporting processes and analytical methods, identifying opportunities to improve data consistency, reporting efficiency and the usefulness of customer insights.

Requirements and Qualifications

• Bachelor’s degree in Business Analytics, Statistics, Economics, Marketing, Mathematics, Social Sciences or a related field, or equivalent practical experience.

• Previous experience in customer insights, business intelligence, customer analytics, market research or a comparable analytical role.

• Strong proficiency in SQL for querying, filtering, joining and analysing structured datasets.

• Experience with business intelligence and visualisation tools such as Power BI, Tableau, Looker or comparable platforms.

• Good understanding of statistical analysis, customer segmentation, cohort analysis, conversion metrics and retention measurement.

• Familiarity with spreadsheet-based analysis and the preparation of structured reports for business stakeholders.

• Ability to interpret customer feedback and combine qualitative observations with quantitative evidence.

• Understanding of customer lifecycle metrics, including activation, engagement, churn, repeat usage and customer lifetime value.

• Strong attention to detail and the ability to identify inconsistencies, investigate unusual results and validate findings before communicating conclusions.

• Excellent written and verbal communication skills, including the ability to explain technical findings to non-technical audiences.

• Ability to manage analytical projects independently, prioritise requests and deliver reliable work within agreed timelines.

• Familiarity with digital banking, fintech, payments, subscription services or other digital product environments is advantageous.

• Awareness of European data protection principles, including the responsible handling of personal information under applicable GDPR requirements.

• Professional English communication skills. Knowledge of Estonian is an advantage where relevant to customer research and local market analysis.

Benefits

• Remote working within Estonia, supporting focused analytical work and effective collaboration with distributed teams.

• Opportunity to influence product development, customer experience and commercial strategy through evidence-based insights.

• Exposure to customer analytics, digital financial services and modern business intelligence tools.

• Collaboration with marketing, product, customer success and technology professionals.

• Opportunities to strengthen SQL, data visualisation, research design and analytical communication skills.

• A working environment that values curiosity, data quality, independent thinking and continuous learning.

• Professional development through varied analytical assignments and exposure to cross-functional business challenges.

• The opportunity to contribute to initiatives that improve customer satisfaction, product adoption and long-term engagement.

Application Instructions

Applicants should submit an up-to-date CV highlighting relevant analytical experience, research methods, reporting responsibilities and technical capabilities. Candidates are encouraged to describe projects in which they used customer data to identify a problem, explain a behavioural trend or recommend a business improvement.

Where appropriate, applicants may include a portfolio of dashboards, anonymised case studies or examples of analytical reports that demonstrate their ability to communicate insights. Any examples containing confidential customer or employer information should be appropriately anonymised.

Shortlisted candidates may be asked to discuss a customer analytics scenario, explain their approach to data validation or demonstrate how they would investigate a decline in engagement or retention. Applications should clearly demonstrate both technical competence and the ability to turn analytical findings into practical recommendations.

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