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Customer Strategy Analyst - ICIS - Holborn, London

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REE00A46 Requisition #
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Customer Strategy Analyst
ICIS Marketing department

ICIS is a world-leading market intelligence provider for the petrochemical and energy markets. We help global customers in making informed decisions, get better results and be more productive.

You will be working in ICIS Marketing department, part of RBI & reporting to Head of Product Marketing & Customer Analytics.

To support our ambitious business growth and strategic projects, we need enthusiastic, analytical and creative problem solver to join ICIS Marketing & Customer Analytics team.
Your job is to discover, join up and study customer, market and competitor information to help ICIS Leadership team to make informed decisions about their business.  This could range from how Customers wish to consume ICIS data, to which markets have weak competitor penetration or positioning and where ICIS needs to improve its customer offering.

This is a business critical role, and as part of cross-functional Customer Analytics team, will ensure that ICIS had the information it needs to make the right business decision to drive growth.

Key Accountabilities/Responsibilities:

ICIS Customer Strategy & Journey Analysis 

• Work as part of product marketing team to connect and interpret data and insight in order to support a deeper understanding of ICIS customers and marketplace
• Undertake analysis of customer and prospect journeys to gain better understanding of the customer & prospect base, discover key pinch-points where to drive sales and retention; model customer performance to provide diagnostic analyses to explain trends and patterns amongst the customer base
• Deliver insights on customer experience and monitor how strategic plans positively impact business growth & retention, customer advocates and references
• Deliver regular customer reports to track key purchase behaviour indicators (acquisitions, buying behaviour, churn levels, product category spread etc.) and analyse data to identify key business opportunities, customer segments, behavioural indicators, trends that can be affected to improve sales, ensuring that learnings are communicated throughout the business where relevant
• Translating customer insights & analysis into actions and recommendations
• Develop regular reporting of insight that identifies leading and lagging indicators of commercial performance against specific use cases
• Leading impactful cross-functional projects with a view to positively influencing strategic engagements with both internal and external stakeholders.

ICIS Competitor and Market Analysis

• Review, recommend and implement Competitive insight gathering into existing workflows such as NPS, customer communications and events with practical and scalable solutions
• Develop regular reporting of competitor insight that identifies threats and opportunities – focussing on key strategic markets and products, using internal and external sources
• Build an understanding of the Competitive Insight tools. Identify trends, patterns and their impact on business performance, both short and long term.

Key Skills Required:

• Data handling and visualisation: Ability to manage large amounts or complicated data and transform it into a more usable format that can be easily analysed
• Analytical and critical thinking: Comfortable with numbers and uses facts, figures, statistics, patterns to see through the data and analyse them together to draw conclusions or spot trends that can bring opportunities or risks to the business
• Data manipulation and technical skills: Advanced Microsoft excel skills, able to write scripts (SQL), create workflows from various sources or multiple database and transform the data to be able to draw insight from it, advanced analytics techniques (e.g. linear / logistic regression, clustering, factor analysis)
• Attention to detail: Precise with data and vigilant in their analysis to come to accurate conclusions and findings
• Communication skills: Able to present their findings, or translate the data into an understandable document. Can communicate complex ideas
• Good to have: Knowledge/experience on Adobe Analytics, Tableau, Salesforce, Alteryx

Experience Required:
• Bachelor’s degree in a relevant field e.g. Business, Finance, Economics, Computer Science, Mathematics, Operational Research, Statistics
• Demonstrable experience in roles which had the practice of advanced analytics and data manipulation as a core competency
• Experience in information service industry and marketing analytics considered a plus

About ICIS, Reed Business Information

ICIS is the world's largest petrochemical market information provider with divisions spanning energy and fertilizers. Our aim is to give companies in global commodities markets a competitive advantage by delivering valuable information and analytics tools which enable our customers to identify and react to opportunities in markets which are constantly evolving. We have more than 30 years’ experience in providing pricing intelligence and news, forecast data, market analytics and independent consulting to buyers, sellers and analysts.


With a global staff of more than 600, ICIS has employees based in London, Houston, New York, Singapore, Dubai, Shanghai, Guangzhou, Beijing, Mumbai, Tokyo, Karlsruhe, and Milan. ICIS’ team of journalists is engaged in reporting market prices and news, and ICIS is fully committed to upholding the highest journalistic principles of verification, corroboration and authentication. ICIS has a compliance framework that along with its methodologies and business processes adheres to the requirements of the IOSCO PRA Principles.


ICIS is a division of Reed Business Information, part of RELX Group, a global provider of information and analytics.
RBI are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.



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