BI & Insight Expert

Capita Internal Resourcing
Rotherham, UK
18 Sep 2019
25 Sep 2019
Contract Type
Full Time
Business Intelligence & Insight Expert
Dearne Valley, Rotherham
£28k - £40k depending on experience + benefits

Becoming a Business Intelligence & Insight Expert with Capita Customer Management:

As a Business Intelligence & Insight Expert you will provide high level strategic and tactical insight to identify, prioritise, and drive improvement initiatives. Delivering innovative solutions for the business by surfacing underlying opportunities, highlighting factual data & information, and narrating 'the story' around those opportunities. Also, providing expert consultancy to Capita's clients on the design and implementation of complex projects & programmes.

The aim of this role is to aid our clients in providing a world class customer service and experience, unlocking problems and providing supportive solutions. This is achieved by supporting Capita's internal operations, around key performance indicators (Customer Satisfaction, Right First Time, AHT etc.) and the clients internal business processes with tangible and actionable insight and recommendations. The vision is for Capita to be acknowledged (through awards, client loyalty, winning new business and general reputation) as Contact Centre industry experts in customer experience.

What you will do:

*Deliver innovative and industry leading insight, along with improvement recommendations for Capita and our clients
*Conduct insight reviews through the application of advanced analytics, using internal and external data sources
*Provide an expert view internally and to our clients on the theory and practical application of customer satisfaction and loyalty methodologies such as Net Promoter®
*Articulate options & recommendations to both internal & external stakeholders, clearly highlighting benefits and challenges of each proposal, adjusting your approach as applicable to client specific circumstances
*Keep up-to-date with current industry thinking, making recommendations on emerging technologies and new approaches to capturing and measuring the voice of the customer and improving customer experience
*Support senior management to formulate management information & insight, using this to inform business decisions
*Support senior management to formulate budget assumptions based around insight lead recommendations
*Support and lead projects, both short & long term, by collating and analysing data and converting this into intelligent insight that can be used to meet business & client requirements
*Work with the wider BI teams where appropriate to help deliver a required level of service to support our clients in a robust & governed way
*Liaise with core operational stakeholders and other support teams where appropriate (e.g. MI, Planning, Finance, etc.)
*Support senior management by providing input for change controls in a timely fashion

Your experience will include:

*Knowledge of Insight, MI, analytical and mathematical theories and methods
*A good understanding of how Call Centre operations work
*Knowledge and application of MI/BI & Contact Centre relevant software & systems - Business Objects, Aspect eWFM, Avaya Telephony
*Excellent Excel knowledge, including VBA, and formulae
*Excellent presentation skills, including use of PowerPoint
*Great communication skills, both written & verbal with an ability to convey results to business users, including regular conference calls and presentation of performance to client
*Experience of collation, reporting and presentation of data & information is essential
*Experience of the theory and application of customer satisfaction / loyalty methodologies, and customer research (qualitative and quantitative) techniques
*Strong analytical skills essential, with a genuine interest in data analysis and insight
*Excellent problem-solving ability
*An aptitude for both efficient and accurate working

About Capita Customer Management:

At Capita Customer Management we provide first-class customer services on behalf of other organisations and companies by phone, email, web and more. Our contact centres are home to thousands of customer service advisors, sales colleagues, collections agents and back office processing staff. Working across 19 contact centres in the UK, India, Poland and South Africa, we pride ourselves on providing exceptional customer service to customers for a range of big name clients like O2, Volkswagen Group, British Gas, RSPCA and William Hill

What's in it for you?

At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do. As well as a generous basic salary, we also give you 23 day's holiday (rising to 27), company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts.

What we hope you will do next:
Help us find out more about you by completing our short application process - click apply now.

Capita Resourcing operates as an equal opportunities employer and we welcome applications from all suitably qualified candidates regardless of gender identity or gender expression, marital status, sexual orientation, pregnancy or maternity, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

Similar jobs

Similar jobs