Insights Analyst (Customer Operations)

Insight Analyst (Customer Operations)

About the Compan

yOur client is a market-leading holiday home company in the UK, recognised on the Sunday Times Best Places to Work 2024 list. They've grown from a small South West agency into one of the industry's key players, while maintaining a caring and collaborative culture that keeps their team inspired and motivated. As a data-led business, they're passionate about what they do and take a common-sense approach to getting things done. They're looking for bold thinkers who aren't afraid to explore new ideas and push boundaries

.
The Ro

leThey're seeking an experienced Operational Insight Analyst to join their growing Operational Insight team. This isn't a role where you'll simply produce reports. You'll turn complex operational data into actionable insights that improve customer experience, drive efficiency and shape real business decision

s.Reporting to the Operational Insight Lead, you'll work closely with Customer Services, Product and Technology stakeholders to understand operational challenges, spot opportunities others miss and influence meaningful change. There is currently a significant opportunity to build out analytical support for Customer Services, so you'll have genuine autonomy to review existing reporting, identify gaps and start driving insights from day on

e.Office is located in Devon however the role is primarily remote, with travel to a central location a few times a yea

r.
Key Responsibilit

• iesAnalyse large, complex datasets to identify trends, customer behaviours and operational performance opportunit
• iesBuild dashboards and visualisations in Power BI that deliver clear, actionable insi
• ghtMonitor customer contact drivers across phone, email and chat, identifying opportunities to reduce avoidable dem
• andSupport forecasting, capacity planning and resource optimisat
• ionMeasure the impact of operational, process and technology chan
• gesDevelop business cases and cost-benefit analyses to support your recommendati
• onsConduct root cause analysis on recurring customer pain poi
• ntsPresent insights and recommendations to a range of audiences, including senior lead
• ersInfluence change by turning data into practical actions that improve both customer experience and operational performa

nce
Essential Skills & Experi

• enceStrong analytical background with hands-on experience in Power BI (Tableau also accepta
• ble)SQL is essen
• tialExperience working with large datasets within a mid-sized or larger organisa
• tionProven ability to go beyond reporting, questioning the data, identifying opportunities and proposing solutions rather than simply delivering requested rep
• ortsEvidence of influencing business decisions through your analysis and recommendat
• ionsStrong stakeholder management with excellent written and verbal communication sk

ills
Desirable S

• killsExperience supporting Customer Services, Contact Centre or Operations func
• tionsUnderstanding of customer data, touchpoints and demand foreca
• stingExperience using Sales
• forcePython or R for advanced ana

lysis
Be

• nefits25 days' paid holiday plus bank ho
• lidaysA special day off for your or a loved one's bi
• rthday£500 paid towards a holiday of your
• choiceA paid day to volunteer with a charity close to your
• heartFriends and family discount
• schemeLife ass
• uranceSocial clubs for pet lovers, fitness enthusiasts, gardeners, sustainability champions, nutrition enthusiasts, an
• d moreExciting social events, including famous Christmas p