Customer Insights & BI Analyst in London

Shape Customer Insight Across a Global Business. Imagine working for a company where your role genuinely matters for the planet and directly shapes the experience of customers across an international business. We are a global leader with over 50 years’ experience, helping businesses operate more safely, responsibly, and efficiently through our specialist cleaning, waste, and environmental services. We support customers with critical operational needs while helping reduce environmental impact.

The Opportunity: Safetykleen has recently completed a major ERP migration, and we’re now in the next phase: using our data to better understand our customer journey and deliver a world-class customer experience across every stage of the lifecycle. To support that, we’re hiring a Customer Insights & BI Analyst to build the foundations of customer journey reporting across Safetykleen. This is a hands-on, technical role where you’ll use Power BI and SQL to design scalable reporting solutions and data models, working closely with stakeholders across the business. As part of a central team, you’ll shape how markets understand performance, with a clear line of sight from insight → action → impact.

Why this role is different:

• Our customers are at the heart of our business - this role turns that into clear, measurable insight across the full journey, driving better decisions and stronger customer outcomes.
• In a flat, agile business, you’ll work closely with international senior stakeholders and see your insight influence decisions in real time.
• Own the reporting, KPI frameworks and insight that help leaders act earlier, improve service performance, strengthen retention and protect customer value.
• Connect data, teams and decision-making across the full customer journey - from commercial → onboarding → service delivery → loyalty, retention and growth.
• Shape a reporting capability from the ground up in a highly visible role with genuine commercial impact.

What you’ll be doing:

• Design and build Power BI dashboards, KPI reporting and analytical models that improve visibility of customer and service performance.
• Define and implement clear, consistent measures for customer health, satisfaction, service completion, SLAs, retention and leading indicators of risk.
• Work with SQL and Dynamics 365 CE / Dataverse data to create accurate, scalable and decision-useful reporting.
• Build semantic models, measures and governance-ready definitions that support consistent reporting across markets.
• Partner with stakeholders to translate business questions into clear reporting requirements and practical insight.
• Identify where reporting can better highlight risk, service gaps and performance improvement opportunities.
• Support the development of modern analytics capability, including Microsoft Fabric and predictive insight where appropriate.

Who this could suit:

• A BI Analyst or Senior BI Analyst role with strong Power BI and SQL capability.
• A Customer Insights or Customer Analytics role with hands-on dashboard and reporting ownership.
• A Reporting Analyst or Commercial Analyst role with experience turning data into practical business insight.
• A BI Developer role with strong modelling capability and stakeholder exposure.
• A D365 CE / Dataverse reporting environment where you’ve built reporting around customer, service, or journey data.

What matters most is that you know how to build reporting the right way, understand how data moves through a business process, and can translate complex information into insight that people use. Please note this is a BI/reporting role (Power BI, SQL, KPI modelling). It is not a Dynamics configuration / plugin / software engineering role.

Technically strong BI developer who likes building reporting the "right way". Comfortable creating scalable structures, clear KPIs, and dashboards that leaders actually use. Curious and commercially minded, with the ability to challenge assumptions and translate complex data into practical insight. Confident balancing priorities and partnering with stakeholders across the business. Experience with Microsoft Fabric and/or predictive analytics / machine learning is a strong plus. Customer analytics experience (journey, retention, churn, NPS/CSAT, service performance) is highly valuable. Knowledge of data governance / security considerations (roles, access, definitions) would be beneficial.

The Package:

• £65,000 - £70,000 salary per annum (depending on experience).
• Company bonus (10%).
• 5% Contributory Pension scheme.
• Family life assurance (3x salary).
• Private healthcare from day 1.
• Enhanced maternity and paternity pay.
• Cycle to work scheme.
• Learning and career development support (internal + external courses).
• Employee recognition programme.
• Retail discounts and cashback.
• Employee Assistance Programme with 24/7 confidential helpline.

If you’re looking to accelerate your career with real breadth, visibility and influence - while staying close to the technical work - this is a standout opportunity. Safetykleen is committed to creating an inclusive workplace and is an equal opportunity employer.