Customer Insights Analyst – Performance

📋 Description

• Own the end-to-end performance reporting rhythm across Contact Operations, ensuring outputs are accurate, trusted and action-oriented.
• Evaluate emerging AI for performance reporting use cases; contribute to AI-enabled insights/alerts moving toward predictive/prescriptive insight.
• Produce clear performance narratives that explain what happened, why it happened and what action is being taken.
• Analyse service levels, productivity, efficiency and repeat contact drivers to identify improvement opportunities.
• Support forecasting and intraday performance through insight-led analysis of demand, staffing and queue behaviour.
• Build and maintain dashboards and automated reporting that enable faster, self-serve decision-making.

🎯 Requirements

• 2–3+ years professional data experience delivering actionable insights.
• Experience with operational/performance data in fast-paced env.
• Strong understanding of contact centre metrics and levers.
• Advanced Excel and working knowledge of SQL and BI tools.
• Data quality mindset with validation and trust in reporting.
• Ability to tell clear, compelling stories with data.

🎁 Benefits

• Competitive pay and benefits, including a performance-based annual bonus, fully subsidised VHI health insurance and pension matching up to 4%.
• Generous time off and flexible working, including 25 days’ annual leave, extra company days, monthly Friday Unplugged afternoons and the option to work abroad for up to 20 days a year.
• Comprehensive wellbeing support, including access to health and mental health programmes (HeadsUp and EAP) and paid leave for marriage, volunteering and personal wellbeing including menstrual, menopause, and fertility leave.
• Growth and recognition culture with development opportunities through training, coaching and study support plus programmes that celebrate individual and team achievements.
• Everyday perks that make a difference - subsidised canteen (KC Peaches), on-site car parking, Bike to Work and TaxSaver schemes plus an active Sports & Social Club.