MI & Insights Analyst

Salford, UK
12 Jul 2019
23 Jul 2019
Contract Type
Full Time
MI & Insights Analyst



Full Time

A bit about us

Bupa is one of the most well-known and respected healthcare businesses in the world, because what we do matters. From our contact centres to our care homes; health and dental centres to our state of the art hospitals across all four corners of the globe, every part of our operations are dedicated to our purpose of helping people live longer, healthier, happier lives. We pride ourselves on working with brilliant people who put our customers at the heart of everything they do.

About the area you'll be working in

We provide a range of health insurance options which can give customers access to diagnosis, treatment and specialist support services. The benefits available to our customers include; access to Bupa-approved consultants, breakthrough treatment and drugs, our 24/7 Anytime HealthLine and cancer cover that comes with the Bupa cancer promise.

What you'll be doing

In this role, you will draw on your technical expertise and experience to draw together our customer contact data, developing MI and insight to articulate both the customer and colleague experience with a view to facilitating or initiating change. You will work in collaboration with your peer group across Operational Planning to understand the customer demand and productivity requirements of the contact centre, using your technical expertise to analyse the data and proactively deliver insight that will enable decision making within operational teams.

What's a typical day?

A typical day starts with a team meeting to agree priorities for the day. Then you will engage in a combination of activities depending on the work you have been assigned. This could include communicating with stakeholders to gather technical requirements effectively from people who are often not technical experts, transforming requirements into proposals for analysis or scoping MI reports, working with SQL Server and other Microsoft applications to extract, transform, and analyse data, and delivering outputs to stakeholders.

You'll also work as part of a broader multi-disciplinary team and will build strong relationships with your colleagues in the Operational Planning and Telephony teams to ensure we maintain the integrity of our core data. You will utilise your experience of Contact Centres and the associated technology to competently represent your team on various projects, acting as a subject matter expert to offer advice and guidance and you will coach your peers in Operational Planning, sharing your well defined technical skillset in order to grow our wider capability.

Who we're looking for?
  • A confident communicator, you will comfortable delivering your analysis to people at all levels within our organisation
  • A strong technical skillset, you will enjoy working with large sets of complex data, you are confident with the tools used to manipulate that data and are happy to challenge existing processes to support continuous improvement.
  • You have experience of ETL activity ideally gained in a customer contact environment
  • You have a good understanding of customer contact technology
  • You take ownership for your own development, keeping up to date with new products and data analysis techniques

What's it like to work here?

As you'll already know, we want people to 'love working here', so much so that's it's at the top of our agenda and something you'll hear a lot about here at Bupa. We offer our people a great range of benefits, many of which are flexible and can be tailored to suit what's most important to you. We're a healthcare company so there's a huge focus on our people's health and wellbeing, supported by a healthy work-life balance and workplaces which are friendly, appealing spaces to support you to be at your best.

Our Salford Quays office is a brand new purpose-built facility which has been specially designed for modern, flexible ways of working. For non-drivers, it's easily accessible by tram from central Manchester.


We're driven by one purpose, helping people live longer, healthier, happier lives and that that means our people too. As a Bupa employee you'll be entitled to some fantastic benefits which include 25 days holiday increasing to 30 days as your length of service increases, the option to buy and sell holiday, an enhanced pension plan, life assurance and income protection. You'll join our annual bonus scheme, amount variable dependent upon your role and performance. Looking after your health is important to us and you can benefit from our health trust scheme where all our people have the option of taking our market-leading medical insurance cover, which includes mental health support and treatment, at a greatly reduced price as well as a free health assessment every 2 year. Your health and wellbeing matter to us and we provide lots of family friendly policies too. You can keep fit at our free onsite gyms (local gym discounts where no onsite gym). We will support you to get to work, offering a season ticket loan to spread the cost of an annual train/bus ticket as well as our cycle to work scheme.

We're an inclusive organisation that celebrates diversity and welcomes everyone - all talents and backgrounds. Bupa strives to make sure that every applicant is assessed solely on the basis of personal merit and qualifications, regardless of gender, sexual orientation, pregnancy or maternity, marital or civil partner status, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age.

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