Customer Marketing Analyst

Why LNER?

We go beyond. For everyone. Our vision is to be the most loved, progressive and responsible way to travel for generations to come. Now we're looking for the people who can deliver this, every day.

Since we took over on the East Coast mainline, we've been changing the face of rail travel. Our new Azuma train has brought faster journey times, more space and greater reliability. Our exciting plans to embrace new ideas, experiences, backgrounds and ambitions make this the ideal time to join.

Bringing passion. Being bold. Always caring. Owning it. They're the values that make us LNER.

Are you on board?

What You'll be doing?

As an LNER Customer Marketing Analyst you will be a data fanatic analysing data to help our colleagues understand your specific areas and what is happening. You'll wrangle data in Alteryx and build fantastic, interactive dashboards in Tableau and provide information about trends and activity within LNER so we can shout about success stories as well as focus efforts where required.

You will be a key member of our Analytics team, linking in with the Customer Marketing team and working in tandem with another analyst to deliver your work. You'll be responsible for delivering a variety of analytical projects and reporting which will help us to get under the skin of our customer's digital behaviours, enabling us to drive a better experience for them and commercial benefits for the business.

You will drive the interrogation and understanding of our customer behavioural data and trends, helping us to grow and optimize customer acquisition and retention, alongside driving up the overall revenue-driving performance of our personalised customer CRM and loyalty programmes.

Acting as the bridge between data and the business, you will gather stakeholder requirements and ask the right questions to understand the core issue. You will scope out the problem and interrogate big data to deliver suitable outcomes (reports, deeper analysis etc) and manage stakeholders throughout the process.

How will you be doing it?

• By Immersing yourself in our business and ongoing marketing activities
• Staying aligned with the wider Analytics function and keeping on top of wider industry/analytics innovations
• Building strong relationships with our customer data agency partners to ensure we are making the most of our resources
• Living and breathing our customer data set, its segments, performance and nuances, to uncover opportunities for the marketing team to act upon
• Bringing a good working knowledge of marketing and its practices, particularly digital/customer marketing including CRM communications
• Good experience of using data visualisation tools
• Using Tableau, Power BI, Big Query, Alteryx, GA4 and other analytical/big data tools to deliver meaningful and actionable analysis to stakeholders

We are looking for someone with knowledge of and an interest in marketing activities to help us find innovative ways to mine our valuable customer data asset, ultimately delivering revenue-driving opportunities and enhanced experiences for our customers so you will need to be:

• Comfortable with extracting and transforming data from large data sets to enable the data to be made available to the business.
• Excellent communication skills and the ability to translate findings simply and effectively to wider teams within the business.
• Strong attention to detail.
• An ability to manage workload and plan work to meet internal client expectations
• Familiarity with some data visualisation and ETL tools such as Tableau, Power BI and Alteryx.

What you'll get:

• Free travel on LNER + 75% off other companies' tickets (for you & dependents)
• Discounted international train tickets (after one year's service)
• 50% discount on LNER tickets for friends & family
• Generous pension scheme
• Annual cycle to work schemes
• Discount, savings and cashback scheme from top retailers
• Health & wellbeing schemes and discounts
• Host of training opportunities to help further your career
• Rewards & awards to recognise when you shine

What we believe:

To be the most loved, progressive and responsible train operating company, we must make a meaningful difference – always doing what's right for our customers, our people, the communities and destinations we serve, the future of the industry we lead and the environment we cherish.

We know that our people are the beating heart of everything we do. We are committed to creating an inclusive, engaged culture that supports everyone at every stage of their journey – and ensures that when you're at LNER, you can always be you. No wonder most people never want to leave!

Diversity and inclusion
We are passionate about creating a diverse and inclusive workforce, representative of the communities we serve, and are creating ways to inspire diverse talent to join LNER.

Developing our people
We are focused on creating a learning culture, to support our people to be the best they can be at work by providing them with the tools and resources to navigate their development and career journey.

Health & wellbeing
To create a culture where our people can perform at their best, the physical health and mental wellbeing of our people is of paramount importance to us.

What next?

As we say, we have fantastic opportunities for ambitious people from all sorts of different backgrounds, so now is the time to join the team at LNER – without delay!

Start your journey here