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Job Description Summary
Responsible for delivering analysis to support B2C Breakdown Retention performance optimisation, producing reports and models to aid informed decision making and enhance customer outcomes. You'll be developing your technical skills while providing regular and ad-hoc analysis to support commercial retention marketing as well as the inbound and outbound retention contact centre teams.
Responsibilities
Produce regular and ad-hoc analysis to understand retention performance vs forecast. Working alongside a second Commercial Analyst, you'll:
* Analyse inbound & outbound contact centre performance, improving our understanding of commercial save and discount drivers.
* Work with marketing & contact centre colleagues to measure performance of retention initiatives.
* Support the creation and maintenance of dashboards and reports that are easily understandable for the team and wider stakeholders.
* Support the commercial and marketing teams to better understand drivers of retention.
* Help review raw data structure to ensure reporting accuracy and data integrity.
You'll also work closely with other members of the analyst community to develop your technical skills.
The Individual
Capability, Knowledge and Experience:
* Strong problem-solving skills - including evidence of using appropriate analytical techniques and draw conclusions from these to solve a range of business problems and to be able to organise, filter and augment data appropriately
* Highly numerical with experience in logical thinking and communicating complex topics
* Ability to learn new skills quickly and apply them quickly in new situations
* Ability to work under pressure and use judgment to provide appropriate answers within required timescales
* Experience with data manipulation and relevant analytical tools, which could include Excel, SQL, Python, Databricks and Power BI.
Education and Qualifications:
* Preferably, a degree level qualification or equivalent within a relevant commercial or analytical subject area (e.g. maths, science, engineering)
Personal Characteristics:
* Driven individual, with the passion and energy to improve the business
* A curious mindset and a willingness to get stuck into the data to answer business questions
* Demonstrable appetite to broaden knowledge and develop skills
* An extremely well organised and disciplined approach, with the ability to manage and prioritise multiple tasks
* An excellent team player, with a positive attitude, great attention to detail and a creative thinker
Note: This role is available as both a permanent and contract position.
