Insight Analysts

£30000 - £55000/annum Benefits
21 Jul 2017
20 Aug 2017
Contract Type
Full Time
Insight Analysts

Arlington Business Centre - Leeds

£30k - £55k depending on experience

About the role:

We are currently looking to recruit Insight Analysts to join our O2 Partnership within our Customer Management retail client team based in Leeds. The Capita O2 Partnership provides contact centre operations for O2 customers. The Insight and Analytics team produces actionable insight to support the Partnership. We are increasingly becoming more insight led. We are looking for a more strategic focus; prioritising the data, tools and insight required to deliver our core business needs of call volume reduction and customer experience improvement. So, we're expanding our team and looking for multi-skilled insight analysts to fill several new roles.

About Capita | Customer Management - O2

Capita Customer Management is part of Capita plc, the UK's leading provider of business process management and integrated professional support service solutions, with 68,000 staff across the UK, Europe, South Africa and India.

Capita runs and manages O2's customer service centres and supports O2 as it enhances and expands its digital service offering to customers. In line with O2's vision for the business, Capita is transforming the whole of the O2 operation to ensure the service is meeting changing customer interaction needs as well as using customer data and insight to create a more personalised customer experience.

What you will do:

* Generate insight from new data and tools and lead solution development
* Develop tools and methods for analysis and reporting of new data
* Develop much more comprehensive customer experience models that truly guide the business
* Guide & support benefit estimation & measurement for individual projects
* Conduct ad-hoc analysis on a request basis as required by the business
* You will take responsibility for internal end-to-end consultancy for ad-hoc analyses; clarifying research questions, finding data where you can in a messy environment, operationalising and conducting analyses; and reporting back, providing clear next steps.
* You will also allow us to be more strategic.
* You will organise data, defining new ways to report and analyse it, and increase our ability to generate ongoing insight, including influencing decision makers across the Partnership.
* Successful candidates will also demonstrate greater commercial awareness and ability to maintain a strategic perspective and focus on critical issues.
* You will ensure that solution development is guided by evidence.

Your experience will include:

* Applied scientific method to analysis.
* Analysis as an intentional career choice.
* Enthusiastic about analysis.
* Proactive about learning new ways to understand data.
* Communicates well, showing speed and precision of communication and very good English.
* Demonstrates client-facing, end to end consultancy skills.
* Technically proficient and fluent with data manipulation for analysis and uses statistical techniques with speed and efficiency.
* Experience in any or all of the following would be a distinct advantage (in order of priority): contact centres; mobile / telecoms / utilities sector; outsourced services.

Technical Proficiency:

* Essential: correlation, linear regression, multivariate analyses.
* Desirable: time series modelling, logistic regression, machine learning.
* Understands and is fluent with data manipulation: filter, join, aggregation, split by SQL and database skills are desirable.
* Excel plus a statistical package, preferably SPSS. Charting.
* Experience of generating order from multiple, dirty and incomplete data sources.
* Unlikely to be someone who usually works with single prepared databases or who is part of an analysis production environment.
* Unlikely to be someone who is primarily a programmer or developer

What's in it for you?

At Capita, training and development aren't optional extras: they're how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day's holiday rising to 27, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle. All of this, in a professional but fun environment.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

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If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check