This exciting and new role to the business will play a pivotal role in creating a centralised business management information suite to drive performance and measure against our strategic plan. The successful applicant will be required to extract and manipulate data to build reports and turn them into meaningful management information, to support decisions in all areas and at all levels of the business. By delivering storytelling through information, the post holder will support the leadership teams in identifying root cause issues, to drive business improvement and measuring the success of changes.

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Job title
Reporting and MI Analyst

Principle Responsibilities

  • Responsible for sourcing data, creating, tracking and producing management information & reports on department metrics and how they link to our financial performance
  • Create management information to support strategic decisions in department and the wider business
  • Work with CX manager to inform improvements to customer journeys to ensure seamless experience using data and sound prioritisation/business case
  • Review, monitoring and reporting of quality and performance Key Performance Indicators (KPIs),
  • Create actionable insight on customer, sales and operational metrics to extract root cause for customer dissatisfaction and drive priorities for improvement
  • Validate and audit team standards of quality and performance; identify barriers to achieving business goals through analysis and quality observations, and make recommendations for change based on sound analytics and facts
  • Create staff models and volume forecasts to help resource effectively to deliver customer expectations during seasonal spikes
  • Support root cause analysis and process reviews to drive CSAT, efficiency and cost saving
  • Make recommendations for process and system improvements, supporting the wider team with delivering efficiency and performance improvements
  • Maintain, optimise and evolve reporting to meet ever-growing business needs using existing software and systems in place, but also identifying new ways of working to improve efficiency
  • Data entry, collation, verification and analysis to support reporting used for business decisions
  • Provide support with process mapping, review and improvement as required


Essential Skills, Knowledge & Experience


  • Passion for Analytics and data
  • Previous experience in management information creation and analysis
  • Experience of providing analysis and insight to key stakeholders, presenting complex datasets in a clear and concise way, which non-technical colleagues can understand
  • Demonstrable background of analytical and problem solving skills – ability to manipulate data and create insight
  • The ability to analyse data, think flexibly, identify issues and provide commentary
  • Confident in multiple software packages and willing to learn in house systems
  • A strong/advanced, practical working knowledge of Microsoft Word and Excel
  • Excellent communication skills (verbal and written) with ability to adapt style to various audiences and remote sites. Experience of building and maintaining effective relationships with both internal and external stakeholders at all levels
  • Able to work in fast-paced evolving business with ability to handle ambiguity and make decisions with limited information
  • Analytical thinker with strong organisational skills and an eye for detail; ability to work under pressure and manage competing priorities
  • Self-motivated and results oriented with a highly engaging and collaborative working style


  • Preferable background in either Customer Services and Operations (order processing/payment processing) or sales operations
  • Good working knowledge and Experience of CRM, VOIP and other common Contact centre technologies
  • Demonstrable proficiency with web analytics tools, social media tracking, surveys, segmentation and statistical analysis, emerging analytical methods
  • Commercially and financially aware
  • Exposure to process improvement techniques
  • Excel VBA desirable
  • SQL or a good understand of databases desirable
  • MS Power BI desirable


Up to 25 days holiday

Pension Scheme

Professional study support

Car Sharing Incentive Scheme

Cycle to Work Scheme

Healthcare Cash Plan or Perkbox Membership

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