Business Intelligence Analyst

Description:

As a Business Intelligence Analyst within the Customer Service Business Improvement & Planning team, you'll play a central role in driving our data-led approach to continuous improvement and operational excellence. By transforming complex datasets into clear, actionable insights, you'll help stakeholders understand performance, identify opportunities, and make faster, smarter decisions that enhance both business outcomes and customer experience.

Working closely with stakeholders across the business, you'll develop trusted reporting, dashboards, and analytical insights that answer key business questions, uncover trends, and support and shape strategic priorities such as customer-centricity, efficiency and automation.

This is a fantastic opportunity for someone who enjoys turning data into insightful action and making a real impact across the organisation.

You will -
 

• Transform customer and operational data into meaningful insights that support decision-making, improve customer outcomes, and drive business performance.
• Develop and maintain reporting, dashboards, and visualisations that provide clear, actionable insights to stakeholders.
• Identify emerging trends, risks, and opportunities through data analysis, supporting proactive improvements to customer experience and service delivery.
• Work closely with teams across the business to understand reporting requirements and support data-driven decision-making.
   

You have -
 

• Proven experience in business intelligence, data analysis, or reporting roles, with the ability to translate data into meaningful business insights.
• Strong analytical and problem-solving skills, with experience identifying trends, opportunities, and areas for improvement.
• Experience managing a small team would be desirable.
• Proficiency in BI and reporting tools (e.g. Power BI, Tableau, or similar), advanced Excel skills, and experience using SQL to extract, manipulate, and analyse data.
• Experience presenting insights and recommendations to operational and senior leadership teams.