• Gather, analyze, and document business and functional requirements from stakeholders and product owners. • Translate business needs into clear user stories, acceptance criteria, and system specifications. • Create and maintain process flow diagrams, use cases, data flow diagrams, and other analysis artifacts. • Facilitate requirements workshops and stakeholder interviews to elicit needs and validate understanding. • Collaborate with engineers, QA, and designers to ensure requirements are clearly understood and testable. • Support backlog grooming and sprint planning by ensuring stories are refined, estimated, and ready for development. • Perform gap analysis between current and desired system states and recommend solutions. • Assist in UAT planning and execution, coordinating business stakeholders through the testing process. • Work with development team through the release step process and assist with Change Management process • Track and manage requirements traceability throughout the delivery lifecycle. • Identify risks, dependencies, and ambiguities early and escalate to appropriate stakeholders. • Assist with bug and incident investigation and triaging • Project Management: work with team members to adhere to project milestones • As a Senior team member, you will be expected to actively participate in our hiring processes by serving on interview panels for future roles across the company.

• Management of client engagements from A to Z, from initial audit to dashboard delivery • Audit, setup and maintenance of tagging plans (GTM, GA4) • Server-side deployment and GDPR compliance implementation (Consent Mode V2) • Data centralization (BigQuery, Google Sheets + Supermetrics, Airbyte) • Creation and maintenance of marketing dashboards in Looker Studio • Ad hoc and recurring analyses for retainer clients • Strategic recommendations based on data • Regular follow-up meetings, reporting, training client teams on delivered tools • Contribution to structuring internal processes, documenting methods, automating repetitive tasks

• Monitoring the steel industry and decarbonisation trends, and producing intelligence and analysis for our partners and allies. • Attending conferences and industry events and developing industry contacts. • Conducting investigations into the met coal and steel industries, and their supply chains, to share with media partners and allies. • Developing campaign strategy with partners and allies to help speed up the steel transition away from coal to cleaner methods of production. • You will develop your own original research, work collaboratively to develop investigations, campaign approaches and messaging, produce materials and briefings, and become a source of intelligence and insights on steel decarbonisation and climate. • You will work with a network of civil society partners, journalists and policy makers to influence key narratives and decisions on steel and climate policy.

• Develop and maintain reports and dashboards to monitor call centre operations efficiency KPIs, delivering actionable insights for performance improvement. • Conduct root cause analysis and performance deep-dives to identify trends, gaps, and drivers of inefficiencies. • Partner with Contact Centre leadership and collaborate with Workforce Management, Operations, and Customer Experience teams to align analytics with business needs. • Support implementation and tracking of performance initiatives, including A/B testing, to evaluate impact and drive continuous improvement. • Present findings and recommendations to stakeholders to support timely, data-driven decisions. • Document reporting processes, scripts, and standards to ensure consistency and reusability. • Direct influence on staffing efficiency, service levels, cost optimization, and agent performance through data insights.