17 days old

Insight and Reporting Analyst - Customer Value Management

Discovery Inc
London, England W4 5YB
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Discovery Inc

Location: London, United Kingdom,
Req ID: 30566


Discovery, Inc. is a global leader in real life entertainment, serving a passionate audience of superfans around the world with content that inspires, informs and entertains. Discovery delivers over 8,000 hours of original programming each year and has category leadership across deeply loved content genres around the world.

Available in 220 countries and territories and nearly 50 languages, Discovery is a platform innovator, reaching viewers on all screens, including TV Everywhere products such as the GO portfolio of apps; direct-to-consumer streaming services such as discovery+, Food Network Kitchen and MotorTrend OnDemand; digital-first and social content from Group Nine Media; a landmark natural history and factual content partnership with the BBC; and a strategic alliance with PGA TOUR to create the international home of golf.

The Customer Value Management (CVM) Insights and Reporting Analyst is responsible for gathering customer feedback and tracking customer behaviour across customer support to understand trends and dynamics to build long lasting customer loyalty. The role will include implementing and managing reporting mechanisms to deliver effective reporting, analysis and insights.

The position will report into the Customer Experience Director and work closely with stakeholders across Discoverys global markets.


  • Identify user needs, build mechanisms for gathering user feedback, and ensure insights guide product decisions
  • Manage customer segmentation to ensure the organization understand its customers and their needs
  • Build initiatives that focus on creating the ideal customer experience long-lasting loyalty
  • Provide weekly CVM reports to functional groups (i.e. Marketing, Product), including customer feedback and common complaints
  • Oversee a small group of CVM stakeholders to facilitate a view into customer data and insights


  • Proven experience within a similar Data and Insights position, ideally in the digital market
  • In-depth data analysis in transforming results into actionable insights
  • Significant experience in manipulating and testing data in software
  • Advanced Power BI reporting capabilities
  • Knowledge of Zendesk and Microsoft SQL is highly desirable
  • Strong communicator with excellent influencing skills and the ability to build effective partnerships
  • Fluent in English any additional language desired
  • Excellent organisation and prioritisation skills
  • Good follow up skills and a positive, proactive attitude
  • Excellent organisational and problem-solving abilities
  • Excited and motivated by change, multi-tasking and fast paced environment
  • Be able to work on own initiative and as part of a team
  • Confident with Excel, PowerPoint and GSuite


Posted: 2021-11-12 Expires: 2021-12-13

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Insight and Reporting Analyst - Customer Value Management

Discovery Inc
London, England W4 5YB

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