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- Tasks: Lead a high-performing BI team and drive data-driven transformation in Customer Care.
- Company: Join the largest employee-owned business in the UK, home to John Lewis and Waitrose.
- Benefits: Competitive salary up to £65,000, hybrid working, and a supportive work-life balance.
- Why this job: Make a real impact by translating data insights into actionable results for a better customer experience.
- Qualifications: 5+ years in BI or data analytics, with strong leadership and communication skills.
- Other info: Embrace a culture of kindness, respect, and personal growth while thriving in a dynamic environment.
The predicted salary is between 52000 - 78000 £ per year.
About the role
As a Business Intelligence & Analytics Manager you will serve as a strategic driver of the Customer Care’s data-driven transformation. Be responsible for building and leading a high-performing BI team, developing and implementing a strategic BI roadmap, and fostering a data-driven culture throughout the organisation.
Empowering stakeholders to leverage data for informed decision-making, help to optimise operations, enhance customer experience, and drive continuous improvement. Bridging the gap between data and action, ensuring that data insights are translated into tangible results and shared with the wider business.
Overview
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Salary – Up to 75,000 dependent on experience.
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Contract type – This position is a Permanent contract.
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Working pattern/flexible working – The Partnership has adopted a hybrid working approach, meaning you will be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. Hamilton will be your location base, this role is mainly working from home with some travel required to our offices in Hamilton, Wilmslow, Bracknell and London on an adhoc basis.
Key responsibilities
As Business Intelligence & Analytics Lead you will be responsible for leading and mentoring a team of BI analysts, developing a strategic BI roadmap, and fostering a data-driven culture throughout the organisation. Collaborate with stakeholders to identify data-driven opportunities and challenges, communicate complex data insights effectively, and influence stakeholders to adopt data-driven recommendations. Additionally, ensuring data quality, enhances data literacy, and tracks the impact of data-driven initiatives to measure performance. This role does have line Manager responsibility.
Essential skills/experience you’ll need
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Understanding of contact centre processes, metrics, and challenges
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Experience in a business intelligence or data analytics role, preferably within a contact centre environment.
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Ability to lead and mentor a team of data professionals.
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Proficiency in data analysis tools, programming languages (e.g., SQL, Python), and data visualisation tools.
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Effectively communicate complex data insights to stakeholders at all levels.
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Strategic thinking: Ability to align BI initiatives with broader business objectives and drive data-driven innovation.
Desirable skills/experience you may have
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Certifications: Relevant certifications in business intelligence, data science, or project management (e.g., Certified Data Scientist, Certified Business Intelligence Professional).
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Experience with cloud-based data platforms: Proficiency in using cloud-based data platforms (e.g., AWS) for data storage, processing, and analysis.
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Experience with advanced analytics techniques: Knowledge of machine learning, artificial intelligence, and predictive analytics.
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Consulting experience: Experience working in a consulting or advisory role, providing data-driven insights to clients.
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Industry-specific knowledge: Familiarity with industry-specific trends, challenges, and best practices.
About The Partnership
We’re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We’re not just employees, we’re Partners, driven by our purpose to build a happier world. As we look to our future, there’s never been a more exciting time to join us.
We’re ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.
As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect.
We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we’re free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective.
As Partners, we make all the difference. And, we all own it.
Important points to note
It’s important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.
We occasionally close vacancies early in the event we receive a high volume of applications, and therefore, we recommend you apply early. If you require a reasonable adjustment due to a disability which means you may need longer to complete your application please contact us as soon as possible.
We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.
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Customer Care Business intelligence & Analytics Manager employer: John Lewis Partnership
Contact Detail:
John Lewis Partnership Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Business intelligence & Analytics Manager
✨Tip Number 1
Get to know the company inside out! Research John Lewis Partnership, their values, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to business intelligence and analytics. Think about how you can showcase your experience in leading teams and driving data-driven decisions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the John Lewis Partnership family.
We think you need these skills to ace Customer Care Business intelligence & Analytics Manager
Some tips for your application 🫡
Show Your Passion for Data: When you're writing your application, let your enthusiasm for data and analytics shine through. We want to see how you've used data to drive decisions in the past and how you can bring that passion to our team.
Tailor Your CV and Cover Letter: Make sure to customise your CV and cover letter for this role. Highlight your experience with BI tools and your ability to lead a team. We love seeing how your skills align with what we're looking for!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language to explain your achievements and experiences. We appreciate when candidates can communicate complex ideas simply, just like we do with data insights.
Apply Through Our Website: Don't forget to apply through our official website! It’s the best way to ensure your application gets to us directly. Plus, it shows you're serious about joining our team at John Lewis Partnership.
How to prepare for a job interview at John Lewis Partnership
✨Know Your Data Inside Out
As a Business Intelligence & Analytics Manager, you'll need to demonstrate a solid understanding of data analysis tools and techniques. Brush up on SQL, Python, and any relevant data visualisation tools before your interview. Be ready to discuss how you've used these skills in past roles to drive data-driven decisions.
✨Showcase Your Leadership Skills
This role involves leading a team, so be prepared to share examples of how you've successfully mentored and developed others in the past. Think about specific instances where you’ve fostered a data-driven culture or influenced stakeholders to adopt new strategies based on data insights.
✨Align with Their Values
John Lewis Partnership values kindness, respect, and ownership. During your interview, reflect on how your personal values align with theirs. Share experiences that highlight your commitment to teamwork and creating an inclusive environment where everyone can thrive.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your strategic thinking and problem-solving abilities. Prepare by thinking through potential challenges in a contact centre environment and how you would leverage data to address them. This will show your ability to bridge the gap between data and actionable insights.
