Insight Analyst
- Recruiter
- Capita Resourcing
- Location
- North Lanarkshire
- Salary
- 27000.00 - 35000.00 GBP Annual + + Benefits
- Posted
- 23 Mar 2017
- Closes
- 23 Mar 2017
- Sectors
- Accountancy
- Contract Type
- Permanent
- Hours
- Full Time
Insight Analyst
Glasgow, G3
GBP27k - GBP35k depending on experience + benefits
About the role:
We are currently looking to recruit an experienced Insight Analyst to join our retail client team based in Glasgow. Reporting to the Improvement Manager you will provide high level strategic and operational insight to identify and prioritise major improvement initiatives. You will be expected to provide insight to the development of innovative solutions for previously intractable business. Providing expert analytical support for the Insight Expert working with both qualitative and quantitative data.
The aim of this role is to unlock the problems preventing 'step change' in Capita's achievement of quality performance (Customer Satisfaction, Right First Time, Cycle Time etc). The vision is for Capita to be acknowledged (through awards, client loyalty, winning new business and general reputation) Call Centre industry experts in Quality
About Capita | Customer Management:
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:
- Identify and source appropriate data sets from across the business to provide insight into key business problems and their possible solutions.
- Deliver innovative and industry leading customer insight recommendations through the application of advanced statistical and mathematical techniques to complex internal and external data
- Communicate complex quality related concepts in simple terms to all levels of the organisation and clients
- Keep up-to-date with current industry thinking, identify make recommendations on emerging technologies and new approaches to the analysis of qualitative and quantitative data.
- Work autonomously to define individual insight analysis project structure and delivery
- Manage peers, to deliver insight analysis projects
- Solve complex multifaceted business problems
- Present theoretical models and practical solutions to Senior Managers
- Very occasional travel to other Capita and client sites
Your experience will include:
- Sound commercial judgement
- Degree level education or equivalent industry experience
- Expert in statistical analysis and techniques
- Experience of data analysis and insight
- Experience of using Minitab or other statistical software
- Project management experience
- Experience of the theory and application of customer satisfaction / loyalty methodologies, and customer research (qualitative and quantitative) techniques
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.
Listen | Create | Deliver
Follow Capita on
Follow Capita on
Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.
Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.
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.
Glasgow, G3
GBP27k - GBP35k depending on experience + benefits
About the role:
We are currently looking to recruit an experienced Insight Analyst to join our retail client team based in Glasgow. Reporting to the Improvement Manager you will provide high level strategic and operational insight to identify and prioritise major improvement initiatives. You will be expected to provide insight to the development of innovative solutions for previously intractable business. Providing expert analytical support for the Insight Expert working with both qualitative and quantitative data.
The aim of this role is to unlock the problems preventing 'step change' in Capita's achievement of quality performance (Customer Satisfaction, Right First Time, Cycle Time etc). The vision is for Capita to be acknowledged (through awards, client loyalty, winning new business and general reputation) Call Centre industry experts in Quality
About Capita | Customer Management:
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:
- Identify and source appropriate data sets from across the business to provide insight into key business problems and their possible solutions.
- Deliver innovative and industry leading customer insight recommendations through the application of advanced statistical and mathematical techniques to complex internal and external data
- Communicate complex quality related concepts in simple terms to all levels of the organisation and clients
- Keep up-to-date with current industry thinking, identify make recommendations on emerging technologies and new approaches to the analysis of qualitative and quantitative data.
- Work autonomously to define individual insight analysis project structure and delivery
- Manage peers, to deliver insight analysis projects
- Solve complex multifaceted business problems
- Present theoretical models and practical solutions to Senior Managers
- Very occasional travel to other Capita and client sites
Your experience will include:
- Sound commercial judgement
- Degree level education or equivalent industry experience
- Expert in statistical analysis and techniques
- Experience of data analysis and insight
- Experience of using Minitab or other statistical software
- Project management experience
- Experience of the theory and application of customer satisfaction / loyalty methodologies, and customer research (qualitative and quantitative) techniques
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.
Listen | Create | Deliver
Follow Capita on
Follow Capita on
Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.
Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.
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.