Operational Analyst in Norwich

The Operational Analyst will play a key role in driving day‑to‑day performance across Careline365's contact centre and marketing activity. Embedded within Operations, this role partners closely with operational leaders to turn live data into clear, actionable insight. Through building and owning trusted Tableau dashboards and analysing performance at both strategic and granular levels, the analyst will help teams respond quickly to change, identify risks and opportunities early, and continuously optimise operational outcomes.

Responsibilities

• Operational Performance Insight & Decision Support: Act as the primary analytical partner to Operations and Marketing, providing day‑to‑day interpretation of live performance across the contact centre and acquisition funnel. Continuously monitor key performance indicators including contact rate, contacted rate, conversion rate, funnel drop off and agent productivity, flagging material changes, risks or opportunities early. Translate insight into clear, practical conclusions, enabling operational leaders to make confident, timely decisions about what to stop, start, change or scale.
• Trial, Optimisation & Change Analysis: Support an intensive trial and optimisation environment, ensuring all new initiatives (campaigns, dialler changes, data sources, ways of working) are measured effectively from the outset. Understand and track the operational and commercial levers available, including what happens when those levers are pulled and the downstream impact on performance. Rapidly assess trial performance, identifying what is working, what is not, and why, and provide evidence‑based recommendations at pace.
• Reporting, Dashboards & Analytical Tooling: Design, build and maintain high quality operational reporting and dashboards in Tableau, drawing from Careline365's data lake. Ensure reporting is accurate, timely, trusted and genuinely usable, enabling leaders to operate close to the detail without friction. Own the ongoing evolution of operational reporting, refining metrics, views and cut‑through as business needs change. Work in alignment with the wider Data & BI team to ensure consistency, robustness and best practice.
• Dialler, Funnel & Agent Level Analysis: Provide detailed analysis of dialler performance, contact strategy and campaign behaviour, including contact rate, conversion and efficiency. Analyse performance by day, agent, team, department, campaign and source, identifying behavioural, structural and process‑driven drivers of outcomes. Highlight where operational interventions, coaching or process changes will have the greatest impact.
• Embedded Stakeholder Working & Operational Rhythm: Operate as a fully embedded member of the Operations community, participating in trading meetings, performance reviews, optimisation sessions and management forums. Work closely with Team Managers and department leads to ensure insight leads to specific actions, not just observations. Act as a visible, credible and trusted presence within the management team, supporting agreed plans and holding insight accountability.

Qualifications

• Commercially minded analyst with strong analytical capability, comfortable influencing stakeholders across functions.
• 3+ years’ experience in a commercial, financial or business analysis role within a D2C, e‑commerce or subscription‑based business.
• A bachelor's degree in Business, Economics, Mathematics or Analytics.
• Strong hands‑on experience with pricing, reporting and financial modelling, including advanced Excel skills (cohort and sensitivity analysis).
• Practical knowledge of SQL and BI tools such as Looker, Power BI or similar, with the ability to interpret and use Tableau dashboards.
• Solid understanding of commercial metrics including pricing strategy, CAC, LTV, churn, revenue forecasting and full‑funnel e‑commerce performance.
• Clear communication skills, ability to explain complex analysis simply to non‑technical audiences.

Ideal Experience & Skills

• Experience in healthcare, telecare, senior living or other regulated service environments.
• Familiarity with subscription management platforms, particularly Microsoft Subscriptions.
• Exposure to digital performance marketing analytics and contact centre reporting.
• Experience building Tableau dashboards, producing executive‑level performance packs, or supporting ELT / board reporting.
• Comfortable coaching others, improving data literacy across the business.

Personal Attributes

• Commercially curious, analytically rigorous and detail‑oriented.
• Proactive, organised and comfortable working independently.
• Confident working cross‑functionally and influencing stakeholders at senior levels.

Other Information

This role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required. The role is UK based and any hybrid/remote work must also be within the UK, requiring 5Mbps upload and 15Mbps download internet speed.

Perks

• 175 hours holiday per annum plus bank holidays.
• Private medical insurance – individual cover.
• Discounts on groceries and shopping, holidays, insurance, restaurants, and more.
• 24/7 employee assistance programme with an easily accessible app.
• Family and friends' discounts on our services and products.
• Pension scheme, up to 3% company matched.
• Free on‑site parking.