Data Analytics Lead (Retention)

About Marshmallow

We started Marshmallow when we found out how unfair insurance prices are for people who move to the UK. All because the industry hasn’t given this huge cohort of people a second’s thought, and isn’t set up to price them properly. 

We saw an opportunity to do things differently, so we made it our mission to back the ones who step outside the norm. Since we started, we’ve helped 100,000s of people get a fairer deal on their car insurance. Using technology, we serve people that are often overlooked by financial services companies, solving important problems for people who need it most. 

We know there are millions of marginalised customers out there. And we know that they face unique problems that most companies aren’t even aware of. We believe that our future is helping these people by learning about their experiences, and building our company around their needs. And there are strong signs that there’s a need for a company like us. Earlier this year we hit profitability, which is a huge milestone, but the most exciting thing is that we’re only just getting started.

How we work

We’re really proud of the culture we’ve created. We push for progress every day, because we know that we’ll only hit big milestones by taking lots of smaller steps. We’re always open to helping our team mates, sharing our ideas, experience and knowledge to solve problems together. We take risks, think creatively and experiment relentlessly to meet our customer’s needs, and never pass blame when things go wrong. We encourage people at all levels to take ownership of their work, and to be bold in challenging how we do things. Everyone has a voice and the opportunity to make an impact. 

And autonomy and ownership are only possible with clear direction. That’s why we collaborate to do in-depth planning twice a year, and make sure we leave with clear goals and objectives that flow from top to bottom. To make sure we’re as aligned as possible across functions, most of our work rolls up into four tribes; Acquisition, Retention, Claims and Pricing, Underwriting & Fraud. Each tribe has multiple teams embedded in it, working cross-functionally to do great work.

We’re so excited for all of the challenges up ahead, and we need more people to help us tackle them! If life at Marshmallow sounds like it could be for you, explore our culture handbook or read our blog to find out more.

We are looking for a Data Analytics Lead to join our Retention Tribe and take charge of our data-driven efforts. In this role, you will operate as both a Manager and an Individual Contributor (IC), guiding a talented team while also directly driving analyses that inform key decisions around customer retention, product engagement, and lifecycle strategies.

Key Responsibilities:

• Data Strategy & Leadership:

  • Define and lead the analytics vision for the Retention Tribe, aligning with company goals to maximise customer retention and lifetime value.

  • Develop and manage KPIs and performance metrics to measure the effectiveness of retention strategies, identifying opportunities for improvement.

  • Act as the go-to expert for customer retention data, providing actionable insights to product, marketing, and customer success teams.

• Individual Contribution (IC) Work:

  • Conduct hands-on analysis of customer behaviour, segmentation, and lifecycle data, uncovering key trends that drive engagement and retention.

  • Create dashboards, reports, and visualisations that provide stakeholders with a clear view of performance, enabling faster and smarter decision-making.

  • Run experiments and A/B tests, using statistical methods to assess their impact on customer retention and loyalty.

• Team Leadership & Development:

  • Lead and mentor a team of data analysts, ensuring their professional development and the delivery of high-quality analysis.

  • Balance the role of an IC with managerial responsibilities, efficiently managing time between conducting your own analyses and supporting the team.

  • Foster a culture of data curiosity, experimentation, and continuous learning within the team and across the organisation.

• Data-Driven Decision Making:

  • Build and maintain dashboards, reports, and visualisations to track customer engagement, churn, and retention trends.

  • Analyse customer behaviour, segmentation, and cohort data to understand key drivers of retention and develop targeted intervention strategies.

  • Collaborate with engineering and data science teams to optimise data pipelines and ensure accuracy in tracking and measurement.

• Collaboration & Cross-Functional Partnership:

  • Work closely with the product, marketing, and customer success teams to create experiments, A/B tests, and initiatives aimed at increasing customer engagement and loyalty.

  • Present data findings and recommendations to senior leadership, influencing strategic decisions for retention-focused initiatives.

• Innovation & Continuous Improvement:

  • Stay ahead of industry trends, emerging tools, and technologies in analytics, and apply best practices to continuously improve the team’s analytical capabilities.

  • Proactively identify data gaps and work with data engineers to ensure the right data is captured for analysis.

Qualifications:

• Experience:

  • 6+ years in data analytics, with a focus on customer retention, lifecycle management, or customer success.

  • Proven experience leading data teams in fast-growing environments, ideally within a scale-up or tech company.

  • Experience with customer segmentation, behavioural analytics, and A/B testing frameworks.

  • Demonstrated ability to balance managerial responsibilities with hands-on data analysis as an individual contributor.

• Technical Skills:

  • Proficiency in SQL for data analysis.

  • Hands-on experience with data visualisation tools like Looker.

  • Experience with dbt for data transformations.

  • Experience working with cloud data warehouses, particularly Snowflake.

  • Familiarity with statistical methods and machine learning models applied to customer behaviour analysis is a plus.

  • Python (Nice to Have): While not essential, knowledge of Python or R for advanced analytics is a plus.

• Soft Skills:

  • Strong leadership, communication, and interpersonal skills.

  • Ability to work in a fast-paced, collaborative environment and manage multiple priorities.

  • Excellent problem-solving skills with a customer-centric mindset.

Everyone belongs at Marshmallow

At Marshmallow, we want to hire people from all walks of life with the passion and skills needed to help us achieve our company mission. To do that, we're committed to hiring without judgement, prejudice or bias.

We encourage everyone to apply for our open roles. Gender identity, race, ethnicity, sexual orientation, age or background does not affect how we process job applications.

We're working hard to build an inclusive culture that empowers our people to do their best work, have fun and feel that they belong.

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