Working within the Customer Data department, the Data Analyst will support the delivery of existing and new initiatives across the customer operations area. The department comprises of three teams:

Operations MI: We deliver key reports to the operational areas that both measure their day-to-day and high level KPIs tracking everything from answer rate and agent incentive, to policy sales and retention metrics.

Contact MI: We are primarily interested in the customer contact journey, whether they speaking to agents directly, or self-serving online, we drive performance and change through these systems to help personalise customers journeys to their individual needs, whilst optimising operational costs.

Value Analysis: We focus on optimisation and facilitating A/B tests throughout the customer area to help derive insight and drive future change. Weâre interested in how we can use data to improve processes and deliver better customer outcomes.

Create regular reporting and dashboards to support decision making across the business on all strategic objectives;

Manage the ad-hoc and regular reporting, whilst providing useful insights to key stakeholders;

Highlight opportunities for improvement in customer journeys, identifying trends and forecasts to exploit for operations and customer benefit;

Cooperate with management and business stakeholders, presenting analysis and insight;

Think creatively and identify ways to improve reporting, including better ways to present data;

Maintain alignment with best practice use on analysis software such as Big Query and SAS;

Familiarize and become expert in third party data sources used within the team;

Seek alternate data sources to inform the customer and contact strategy adopted., For Hybrid workers (within a 50-mile radius of our Cardiff HQ) there is an expectation to work from the office twice a month.Â For remote workers (outside of a 50-mile radius of our Cardiff HQ) there is an expectation to attend the office a handful of times a year when required (i.e big meetings, workshops etc).

Experience of providing data and analysis in a user friendly manner;

Ability to analyse data and provide operational and strategic insight;

Excellent attention to detail;

Organised and diligent in approach;

Good communicator with excellent written and verbal communication skills;

Pro-active in approach to work;

Ability to work independently as well as able to feed into wider team work.

Ability to align data requirements to necessary outputs;

Align day to day changes to overarching contact and customer strategies;

Escalate concerns and challenges clearly;

Adopt an attitude of continuous improvement.

We do not have a set salary for this position, as it will be dependent on the successful candidateâs experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.