Junior CX Analyst supporting customer inquiries through different channels. Enhancing client experience and proposing process improvements in a hybrid work model.
About the role
- Learner Retention Analyst role at Multiverse focusing on learner retention drivers through data analytics and reporting. Collaborate with various teams to enhance retention strategies.
Responsibilities
- Advance organisational understanding of learner retention drivers through deep-dive analysis and hypothesis testing
- Partner with the D&I team to develop forward-looking insights that define long term business success and priorities in relation to Learner Retention
- Translate data into compelling narratives that clearly articulate business impact and criticality to stakeholders
- Work with Data Scientists to generate and improve predictive models to identify at-risk learners before they disengage
- Partner with cross-functional teams to design and evaluate retention interventions
- Own the delivery of in depth reporting requests for stakeholders that will contribute to delivery of work streams within retention-focused OKRs
- Deliver automated, self-service reporting that tracks progress against retention-focused OKRs, measuring their overall contribution to retention and QAR
- Develop and maintain dashboards that provide real-time visibility into retention metrics and trends
- Support continuous improvement efforts through ad hoc analysis and data exploration
- Present findings and recommendations to senior leadership with clear, actionable insights
- Collaborate with the Data & Insights team to ensure data quality and alignment on methodology
- Work with operational teams to understand the learner journey and identify retention levers
Requirements
- 4-5 years of professional work experience with significant time in analytical roles
- Advanced Excel/Google Sheets, SQL, Metabase or similar BI tools
- Comfort with modern data warehouse/BI stacks; ability to translate business questions into metrics and dashboards
- Proven track record in a data-centric organisation, ideally within education, SaaS, or customer success environments
- Ability to zoom out from day-to-day data to identify patterns, trends, and longer-term implications
- Proven experience in translating complex analysis into narratives that resonate with non-technical audiences; you understand that data without a story doesn't drive action
- Able and comfortable with challenging senior stakeholder assumptions using data-backed narratives
- You thrive with minimal direction and can take ambiguous problems from question to insight to recommendation
- Comfortable navigating ambiguity in a fast-paced, evolving environment; you can balance competing priorities across strategic and operational work
- Experience analysing retention, churn, or engagement metrics strongly preferred
Benefits
- Time off - 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year
- Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support
- Hybrid work offering - for most roles we collaborate in the office three days per week with the exception of Coaches and Instructors who collaborate in the office once a month
- Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year
- Space to connect: Beyond the desk, we make time for weekly catch-ups, seasonal celebrations, and have a kitchen that’s always stocked!
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