CX Data and Insights Analyst in Nottingham

Contract: Full-time, Permanent
Location: Nottingham (Support Office)
Closing date: 25/05/26
Recruitment Partner: Daniel White, Daniel.White1@boots.com

Are you ready to make a difference? Join Boots as a CX Data & Insights Analyst in our Central Operations team based in Nottingham, Beeston.

Do you enjoy turning complex data into clear stories that drive better decisions?

As a CX Data & Insights Analyst at Boots, you’ll be at the heart of our Customer Support Centre, helping leaders understand what’s happening, why it’s happening, and what to do next.

This role sits alongside the CSC, reporting to the CX Operations Development Manager, and acts as the primary insight partner for Contact Centre leaders and key stakeholders across the business.

What you’ll be doing

• Deliver clear, actionable insight across operational and customer performance
• Own the end‑to‑end approach to management information, dashboards, and performance reporting
• Go beyond static reporting to tell the story behind the numbers, explaining performance drivers, risks, and improvement opportunities
• Provide demand and capacity insight, including volume forecasting, arrival pattern analysis, and resourcing implications
• Support budgeting and hours planning with robust data and insight
• Help leaders understand trade‑offs, risks, and options to enable evidence‑based decisions balanced across service, cost, and colleague experience

What you’ll need to have (our must-haves)

• Strong experience in data analysis, performance reporting, or insight roles, ideally within a contact centre or similar operational environment
• Experience building and maintaining dashboards and management information for operational decision‑making
• Confidence producing and interpreting volume forecasts, trend analysis, and variance analysis
• Ability to translate complex data into clear narratives and recommendations
• Strong stakeholder communication and influencing skills
• High attention to detail and commitment to data quality and consistency
• A curious, analytical mindset with a focus on root‑cause analysis

It would be great if you also have

• Experience with demand and capacity planning, resourcing, or scheduling insight
• Exposure to budgeting, hours planning, or financial analysis
• Experience working with real‑time or workforce teams
• Familiarity with BI or reporting tools used in operational environments
• A commercially aware mindset, balancing service, cost, and colleague experience

Where your brilliance can take you

At Boots, we believe in your potential. With our commitment to your development, you’ll have opportunities to grow your career and take on new challenges within the organisation.

Rewards designed for you

• Boots Retirement Savings Plan (up to 12% company contribution)
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
• Flexible benefits scheme including options for additional holiday, discounted gym membership, life assurance, and much more.

There’s lots more in our benefits and discounts, MyBoosts – there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.

A bit about us

At Boots, we’re proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported, and free to be themselves. We believe that when our people feel valued and included, they thrive, so we’re committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

What’s next?

If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you be at your best.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

We hope to hear from you soon. Be brilliant with Boots.
Keywords
CX, Data, and, Insights, Analyst