Strategy Analyst - Operations Strategy & CRM

The company Small businesses move fast. Opportunities often don’t wait, and cash flow pressures can appear overnight. To keep going, and growing, SMEs need finance that’s as flexible and responsive as they are. That's why we built iwoca. Our smart technology, data science and five-star customer service ensures business owners can act with the speed, confidence and control they need, exactly when it's needed. We’ve already cleared the way for 100,000 businesses with more than £4 billion in funding. Our passionate team is driven to help even more SMEs succeed, through access to better finance and other services that make running a business easier. Our ultimate mission is to support one million SMEs in their defining moments, creating lasting impact for the communities and economies they drive. The team Our Operations teams deliver exceptional customer service, and the Operations Strategy & CRM team helps make that possible. We exist to understand Operations performance, find efficiencies and improve the service our customers receive. Our contact strategy is a core part of this, reaching customers at every stage, from sign-up to collections. Getting this right means customers get what they need without having to get in touch, so our teams can focus where they add most value. The role As a Strategy Analyst, you’ll run the projects that decide when and how iwoca contacts its customers through our in-house CRM system. You’ll steer which experiments the team runs, with customer lifetime value as your key metric. You’ll work closely with the Senior CRM Executive, who will bring your changes to life in the messages customers receive. The role will include: Contact strategy. You’ll find the points in the customer journey where a message adds the most value. You’ll weigh the conversion a message brings against the risk of contacting customers too often. You’ll balance short-term gains against long-term customer value, and decide when an automated message is enough and when a person from Operations should step in. Model-driven emails. We’ve started using a model to choose who receives some of our emails. You’ll be responsible for understanding where this approach works well, and collaborate with the data science team to make any improvements. Split tests. You’ll design, run, and interpret controlled experiments on customer contact. For example, you might test the timing and content of emails at key points in the customer journey. You’ll apply statistical thinking so decisions rest on evidence. Ownership and growth. You’ll manage analytical and strategic projects end-to-end. You’ll share findings and recommendations directly with senior leadership, and join iwoca’s wider community of analysts and data scientists. The requirements Essential: Commercial experience. You’ve worked in strategy, analytics, product, finance, or consulting. You understand how to use data to make commercial decisions on revenue, cost, or risk that the business acts on. Quantitative foundations. You have a strong analytical background, either through academic qualifications (such as a STEM background) or through relevant professional experience. You can reason about uncertainty, grounded in the underlying statistics. First-principles thinking. You break complex problems into their core parts, decide which to tackle first, and iterate systematically to a solution. Communication. You write and speak clearly, directly, and concisely. You adapt technical detail for your audience. AI leverage. You know how to use AI to optimise your workflows, for example by checking your analysis or improving your write-ups. You judge when to use it and when not to. Bonus: Experimentation. You have designed, run, and interpreted controlled experiments, including A/B tests, to inform operational or product decisions. Model-based decisions. You have used the results of statistical or machine learning models to make commercial decisions. You don