Senior Insight Analyst

Senior Insight Analyst

Who are we?

Our mission is to power the best customer experiences for the world’s leading brands - wherever and whenever needed.

With 170,000 people across the globe, Foundever™ connects brands with customers 9 million times a day in 60+ languages, making us one of the truly global players in BPO.

The Opportunity:

We’re seeking an experienced Senior Insight Analyst to support growth and innovation across our Insight & Analytics client portfolio. You’ll be data-driven leader, be inquisitive and a strong problem-solver.

You’ll lead the analysis of customer and colleague data to develop insight that help clients and operations achieve their objectives.

You’ll work closely with internal and client teams, delivering one-off and ongoing projects across a variety of industries.

Key Responsibilities:

Project Management

• Lead the end to end delivery of analytics projects ensuring they are completed on time, within scope and on budget

• Coordinate resources across multiple project within the wider data & analytics function

• Track the success of projects through post implementation reviews, focusing on delivering measurable value to clients.

• Ensure all analytics solutions adhere to best practices in data governance and security

Leadership

• Mentor and coach more junior members of the Insight and analytics professionals

• Encourage a collaborative, high performance culture within the team

• Build trusting relationships with our clients and operations

• Able to spot client business challenges, match these to a potential data & analytics solution and pass to the Insight & Analytics leadership team to develop into leads

Data Analysis

• Work with our data engineering & data science teams to source, prepare and transform data ready for analysis

• Analyse data sources and dashboards within our Azure analytics workbench, Alteryx desktop software or on similar client infrastructure

• Present analysis in clear, concise and business-friendly language

• Shape data analysis into improvement projects that help our clients and operations deliver lasting benefits such as cost reduction or CX improvement

Stakeholder Management

• Capture data requirements and work with clients / operations to source data

• Turn complex data analysis into business-friendly insight, tailored to a clients sector and campaign(s)

• Confidently present analysis and recommendations to stakeholders from Head of to C-suite level

• Act as a trusted advisor, helping operations and our clients self serve data & Insight to help them achieve their objectives

Your profile & experience:

• 5+ years’ experience in a similar analytics or insight role (essential)

• 5+ years working with contact centre data (essential)

• 2+ year working within the BPO industry (preferred)

• SQL, python or similar programming experience (essential)

• Comfortable working with PowerPoint and Excel

• Basic-intermediate Power BI or Tableau skills (at least one of these BI platforms)

• Alteryx developer experience (not essential, a nice to have)

• Strong written and verbal communication, with the ability to influence senior stakeholders

• Strong problem-solving and critical thinking skills

• Able to work independently and manage multiple projects in a fast-paced environment

• Able to think strategically and contribute to the growth of our client portfolio, revenue and profitability

You’ll also enjoy the stability, training and working conditions of a well-established global organisation.

Interested? Apply now - our Recruitment Team would love to hear from you.

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