Operational Insights Analyst
Location
United Kingdom
Posted
8 days ago
Salary
0
Seniority
Senior
Job Description
Operational Insights Analyst
Travel Chapter
• Analyzing large datasets to identify trends, customer behaviours and operational performance opportunities. • Building dashboards and visualisations that provide clear, actionable insights. • Monitoring customer contact drivers across phone, email and chat channels, identifying opportunities to reduce avoidable demand. • Supporting forecasting, capacity planning and resource optimisation activities. • Measuring the impact of operational, process and technology changes. • Developing business cases and cost-benefit analyses to support recommendations. • Conducting root cause analysis on recurring customer pain points. • Collaborating with stakeholders across the business to drive data-led decision making. • Helping to improve and automate reporting processes and analytical workflows. • Presenting insights and recommendations to a range of audiences, including senior leaders. • Influencing change by turning data into practical actions that improve both customer experience and operational performance.
Job Requirements
- Experience working in a Data Analytics, Business Intelligence or Insights role.
- Strong SQL skills and experience combining data from multiple sources.
- Experience building dashboards using Power BI, Tableau or similar visualisation tools.
- Experience working with large, complex datasets.
- Experience using data to influence business decisions and drive change.
- Strong stakeholder management and communication skills.
- Ability to translate complex data into clear, actionable recommendations.
- A proactive and curious mindset, with a track record of identifying opportunities rather than simply responding to requests.
- Desirable: Experience working within Customer Services, Contact Centre or Operations environments.
- Experience using Salesforce.
- Experience with Python or R for advanced analysis.
- Knowledge of data engineering concepts and processes.
- Experience using Jira.
- Forecasting or workforce planning experience.
Benefits
- Competitive + Benefits
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