Insight Analyst

Are you a data-driven problem solver with 2+ years of hands-on experience working with contact centre data? Passionate about delivering customer insights in a way that makes an impact? We’re seeking an experienced Insight Analyst to join Foundever’s Data and Analytics team in an exciting new role!

Who are we?

Put simply, our mission is to be the solutions and the team behind the best experiences for the world’s leading brands. With 170,000 people working across the globe, Foundever securely connects brands with their customers 9 million times a day in 60+ languages.

The Opportunity

We are seeking a dynamic and experienced Insight Analyst to support the next phase of growth and innovation for Foundever’s English-speaking markets. The ideal candidate will be an analytical thinker, naturally inquisitive, with exceptional problem-solving skills. In this role, you will use your data analytics skills to analyse customer and colleague data to develop insights. These will enable our clients and operational teams to better understand customer behaviour, campaign performance and make better, data-led decisions. You’ll work closely with internal stakeholders and client teams to deliver one-off or ongoing insights and recommendations with the opportunity to work across a variety of industries. A background working with contact centre data (for a minimum of 2 years) is essential for success in this role and is a key requirement. Candidates without this experience will not be considered.

Key Responsibilities

• Data Analysis: Analyse data sources and dashboards, provide insight to client and operational teams. Develop and deliver presentations to client teams, translating complex analysis into clear, business-friendly language. Work with our BI & reporting team to design and fine tune insight dashboards, reports, and visualizations in Power BI.
• Stakeholder Management: Project manage our Insight managed services. Capture requirements for data analysis, develop/manipulate data sets and dashboards to address the problem statement. Deliver insight to explain our findings and propose next steps or suggestions for follow up analysis. Present the findings of your analysis to stakeholders at all levels from Team Managers to C-suite. Act as a trusted advisor to both operations and our clients, helping them leverage data to achieve their goals. Support our CI team with the development, sizing and business cases for solutions to client CX & operational performance challenges. Stay up-to-date with the latest analytical tools, techniques and trends to continuously improve the impact and efficiency of analysis.

Your Profile and Experience

• 2+ years of experience in an analytics or business intelligence role.
• At least 2 years of experience working with contact centre data is essential.
• Hands on expertise in programming languages such as SQL is preferred but not essential.
• Comfortable developing MS PowerPoint presentations and manipulating data in MS Excel.
• Basic to intermediate knowledge of Power BI data visualisation.
• Strong communication skills, both written and verbal, with an ability to influence stakeholders.
• Excellent problem-solving skills and critical thinking ability.
• Ability to work independently and manage multiple projects in a fast-paced environment.

The Package

• Competitive salary of up to £50,000 per annum, depending on experience.
• 10% bonus based on company and personal performance.
• 25 day annual leave + standard bank holidays.

You will also have the benefit of working for a very secure and stable organisation that provides excellent working conditions and training as well as an aggressive growth strategy for the UK & SA which will open up careers opportunities for the right individual. If this really interests you and you are attracted to pushing yourself to a rewarding career, then please apply now and our Recruitment Team will be more than happy to speak with you.

Foundever is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making Foundever a truly inclusive place to work. We recognised and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you. The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as it permitted by UK legislation and then destroyed.