Profile: Senior BI & Data Analyst
Department: Management Information
Job Requirements:
The Senior Business Intelligence & Data Analyst will support the Business Intelligence & Data Managers and Head of BI & Data (Senior BI Managers) and own the BI corporate/client relationship for the company. Owning regular internal and corporate/client report production and to provide analysis and insights, helping to define, build, and implement effective segmentation methodologies, with a view to improving performance across all business measures. You will analyse customer behaviour and corporate performance, providing insight to inform business decision making.
Experience:
- Ability to work on own initiative and to tight deadlines
- Ability to think on feet with the ability to come up with innovative new methods of analysing data
- Strong analytical skills
- Good communicator: balances talking and listening in meetings, communicates complex issues simply and clearly, shares ideas and knowledge with others, ability to influence and challenge in a cross-functional environment
- Meticulous attention to detail and a passion for excellence
- Excellent knowledge of Microsoft products; ideally an advanced user of Excel
- At least 3 years in a results driven Information environment (within Call Centre would be advantageous) including experience of Management Information; Marketing Database analysis and Project Management
- Experience in using Business Objects V4. Can demonstrate ability to operate and work at Advanced level report writing. Knowledge and application of Business Objects accessing Multi Universes
- Proven track record in data analytics, provides insight as well recommendations for changes and convinces key decision makers of business benefits of the proposed solutions
- Experience of data mining and predictive modelling an advantage
- Knowledge and application of Call Centre Infrastructure telephony systems and associated data outputs would be an advantage
Qualifications:
- Qualified by experience
- Educated to O Level/ GCSE
Qualities:
- Able to communicate at all levels
- Works well in a team environment
- Smart appearance
- Self-motivated
- Positive towards targets
- Organised
- Ability to stay calm in a pressurised situation
- Social & influencing skills
- Building rapport
- Adaptable
- Can do approach
Accountabilities:
- To produce all management information accurately and in a timely manner and to be able to develop reports, suggest improvements and identify discrepancies where necessary.
- Be proactive in the production of analysis resulting in clear recommendations and justification for these decisions.
- Business owner for corporate/client customer segmentation, sickness & absence, retention modelling and key performance indicators.
- Be aware of all new developments (both client and company led) and their implications, along with maintaining data integrity.
Activities:
- To own a suite of regular robust reports to meet business and client needs, along with a library of ad-hoc reports as required from time to time.
- To undertake regular reporting tasks and be proficient in building reports in a Business Objects platform from a variety of linked corporate and client databases.
- In conjunction with the Senior BI Managers, play an active and prominent role in monthly meetings with Corporate area/Operations Managers / Team Leaders / Commercial Team to review performance and recommend improvements using knowledge attained and toolkits to influence reduced sickness & attrition, key performance indicators and best time to call
- Analyse and report on customer performance by customer segment to facilitate decision making.
- To work in conjunction with the Business Intelligence & Data Manager to design, justify, and implement new robust segmentation methodologies taking advantage of modern data mining tools and processes across all file segments.
- Proactive development of bespoke data models to predict customer churn and customer lifetime values using statistical modelling software.
- Assist the client with the review of and assessment of implementing customer loyalty schemes
- Produce customer files for marketing/promotional campaigns
- To analyse and report on campaigns and marketing promotions in terms of response, order value, order code demand, discount levels, and commercial investment resulting in comparable contribution measures by activity and year on year.
- To recommend, analyse and report on strategic and tactical tests through the use of appropriate control groups, and using relevant KPIs as agreed with managers, ensuring the accuracy and statistical validity of all results.
- Assess performance of Inbound and Outbound telephony and other marketing campaigns, working with the rest of the Operation Services Management team to identify what factors are influencing the KPIs that drive revenue.
Judgement Skills:
- Decides on the best segmentation techniques, tests and controls in campaign planning and analysis
- Decides on the best data order for calling when creating an outbound calling file
- Usable Metrics to be measured internally for Operational Management and Client
- Influences clients as to why a data segmentation pilot will help decide the best rollout model
- Advises Operational Management on the factors that need resolving to improve reducing service level on key KPIs