Business analyst in customer success

The Junior Business Analyst will support the Customer Excellence function with analysis, performance reporting and data management, along with contributing to business improvement, transformation, and customer migration projects. Working with guidance from Customer Excellence colleagues, the role will help turn operational and customer data into useful insight, maintain reliable reporting and support projects across Customer Success, Retention and Support. This is an entry-level opportunity suited to a graduate or someone at the beginning of their business analysis or data career.

• Support the preparation and maintenance of regular monthly Customer Excellence performance reporting.
• Help track KPIs across Customer Success, Retention and Support, including GRR, renewals, customer engagement, product adoption, support performance and operational workload.
• Analyse performance against targets, with support, to highlight trends, exceptions and areas requiring attention.
• Work with Customer Excellence colleagues to improve the quality, clarity and usefulness of reporting.
• Help maintain the accuracy, consistency and completeness of Customer Experience data.
• Identify and investigate straightforward data quality issues across systems and reports, escalating more complex issues when needed.
• Work with other departments to improve data capture, definitions and reporting standards so the Customer Excellence division has reportable data.
• Update and maintain key datasets used for customer, retention and operational reporting.
• Assist with reconciling information across platforms such as Salesforce, ChurnZero and support systems.
• Keep clear documentation of KPI definitions, data sources and reporting methods.
• Support the gathering and documentation of requirements for reports, dashboards, systems and process improvements.
• Help map current processes and proposed future processes, highlighting opportunities to simplify activities.
• Assist in translating business needs into clear requirements or user stories, with guidance from more experienced colleagues.
• Contribute to projects that improve Customer Excellence efficiency, customer experience and process scalability.
• Help assess whether implemented changes have delivered the intended benefits.
• Organise feedback from Voice of the Customer sources and help identify recurring themes and potential actions.
• Support analysis used by Customer Excellence leaders when developing customer health scoring.
• Support Customer Excellence initiatives such as client SSO migration, retention reporting, AI and automation, knowledge base creation and management, and support transformation.
• Help track actions, risks, requirements and dependencies across smaller projects, escalating issues appropriately.
• Assist with testing and validation of new systems, processes and dashboards using agreed test plans.
• Work with colleagues across Customer Excellence, CRM and Data, Product and Finance to contribute to improvements.
• A logical and curious approach to problem-solving.
• Ability to interpret data and explain findings clearly to colleagues.
• Developing Excel skills, including formulas, pivot tables and lookups, with an interest in building further capability.
• Interest in automation, AI-enabled business processes and how technology can improve ways of working.
• Confidence working with data and willingness to investigate inconsistencies carefully.
• Strong attention to detail and a commitment to accurate work.
• Good written and verbal communication skills, with the confidence to ask questions and seek guidance.
• Ability to organise tasks, manage deadlines and balance recurring work with project activity.
• A proactive approach to learning about business problems, customer journeys and operational processes.
• Eye care
• Employee Assistance Programme
• A day off for your birthday
• Pension (4% employer contribution and 4% employee contribution)
• Life assurance
• Cycle to work scheme
• Season ticket loan
• £350 annual wellbeing allowance to contribute to gym memberships or fitness classes