Customer Engagement Analyst

Role summary

As a Customer Engagement Analyst, you will help build and manage how Open communicates with its customers across their lifecycle. You will use Customer.io to create and manage campaigns and customer journeys, while using customer data to identify opportunities to make those experiences more relevant and effective.

This is a hands-on role combining campaign management, experimentation and analysis. You will work across lifecycle journeys, customer segmentation, campaign performance and testing, helping turn ideas into customer experiences and continually improve how we engage with customers.

It’s an ideal opportunity for someone early in their career who is excited to learn. We’ll help you develop practical skills in customer engagement platforms, lifecycle marketing, experimentation and customer analytics, while giving you the opportunity to make a real impact from day one.

What you will do

• Manage Customer.io and the delivery of customer campaigns.
• Build and test journeys across email, SMS and other touchpoints.
• Analyse customer behaviour and identify engagement opportunities.
• Create customer segments to support relevant communications.Design and run experiments to
• test new ideas.
• Monitor campaign outcomes and recommend improvements.
• Collaborate with designers and stakeholders to create effective customer experiences.
• Document campaigns, results and learnings to build our engagement capability.

Key skills & competencies

Essential

• High attention to detail and an organised, methodical approach to managing work.
• Comfortable learning and working in digital platforms and systems.
• Ability to work with data to answer questions, identify patterns and make evidence-based recommendations. This may have been through spreadsheets, SQL, analytics platforms or other data tools.
• Strong written and verbal communication skills, with the ability to work effectively with different stakeholders.
• A proactive mindset, curiosity and willingness to take ownership.

Nice to have

• Experience with Customer.io or a similar customer engagement or marketing automation platform.
• Experience creating or managing customer campaigns, communications or digital journeys.
• Exposure to SQL or other analytics tools.
• Experience running experiments, monitoring performance or making recommendations from results.

This role is great for:

Someone early in their career who wants to build expertise in customer engagement and lifecycle marketing. You may have studied commerce, economics, marketing, psychology, mathematics, engineering, data science or a similar discipline, but most importantly you are curious, organised and excited to learn.

You’ll thrive in this role if you are comfortable taking an idea from an initial brief through to a live customer campaign, working carefully in digital platforms and using data to improve future decisions.

You’ll be joining at an exciting stage as we build Open’s customer engagement capability. Rather than maintaining an established programme, you’ll help create it—building campaigns, experiments and ways of working that will shape how we engage with customers in the future.

Role location

This role will be based in Sydney, with a hybrid working model. Minimum 3 days in the office (Monday, Tuesday, Thursday).

Benefits

It’s an exciting time to join Open and be part of a tech scale-up. We provide our team with:

• Highly competitive compensation, including share options – we believe in paying people what they’re worth and having everyone in our company share in our success
• High levels of autonomy and trust so you can do your best work
• Growth opportunities internally – as you grow, your role can too.
• Flexible working – we are about impact, not time at your desk.
• We encourage freedom and responsibility, including the ability to work from anywhere.
• Paid company parental leave, supporting all parents as they balance career and family.
• Bonus 5 days of leave – additional paid leave designed to support rest and wellbeing once standard leave has been utilised.
• Personal development allowance – flexible annual benefit to support learning, wellbeing and personal growth.

About us

Open is a global tech company on a mission to make it easy for everyone to get the most from their insurance. We launched in Australia in 2016, opened our London office in 2022 and our Manchester office this year, rebuilding one of the world’s least digitally mature industries from the ground up.

We do this through three products that work together to put customers first, from start to finish. Open Embedded lets businesses offer insurance directly inside their own apps and websites – so customers can get covered without leaving the experience they’re already in. Open Agentic uses AI safely and responsibly to guide customers through buying a policy, answering questions in plain English so they understand exactly what they’re getting. Open Intel spots the moments when someone is most likely to need cover – like buying a car or moving house – and helps us reach them at the right time, in a helpful way.

We’re a Certified B Corporation with a global team across the UK, Australia and New Zealand.

Diverse perspectives and lived experiences make us better at what we do – across disability, ethnicity, gender identity, sexual orientation, age and neurodiversity. If your CV doesn’t tick every box, apply anyway. Let us know if you need any adjustments through the process and we’ll make it work.

Open is for builders – people who are intellectually curious, courageous and reject the idea that “it can’t be done”. If that sounds like you, apply and let’s build the future of insurance together.