Senior Data Analyst

Core Responsibilities:

• Deliver innovative insight and improvement recommendations for Capita and our clients
• Use analytics, built around internal and external data sources, to provide useful insight for improvement
• Support the delivery of improvements across our client portfolio by providing root cause analysis through investigation of data sets and reviewing performance over time
• Articulate options & recommendations internal stakeholders, clearly highlighting benefits and challenges of each proposal, adjusting your approach as applicable to each circumstance
• Support management to ensure that contracted obligations/KPI’s are met, understanding root cause for under performance
• Keep up to date with current industry thinking, utilising new methods and approaches in order to continually improve the level of insight & analytics that you deliver
• Support projects, both short & long term, by collating and analysing data and converting this into intelligent insight
• 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 (MI Planning, Finance, etc.)
• Fully integrate with CI and other insight teams

What you’ll need to bring:

• Knowledge of Insight, MI, analytical and statistical theories and methods
• Foundation degree or equivalent in statistical based studies
• A good understanding of how Call Centre operations work
• Knowledge and application of MI/BI & Contact Centre relevant software & systems – Business Objects, Power BI Aspect WFM, Avaya Telephony
• Good Excel knowledge, including formulae, and ideally VBA
• Good 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
• Strong analytical skills essential, with a genuine interest in data analysis and insight
• Awareness of programming techniques (e.g. SQL, Python, R, C#, etc.)
• White Belt Essential  - Yellow / Green Belt desirable (or equivalent)
• Experience of using of statistical software to deliver analyses and insight
• Awareness or experience of speech or text analytics applications

What’s in it for you?

• Competitive annual salary dependant on experience.
• 23 days’ holiday (rising to 28) with the opportunity to buy extra leave.
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice.
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave…and plenty more.
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel, and technology.
• Access to up to £500 of your salary before payday each month, as well as budgeting and savings features to support your financial wellbeing.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform.

About Capita Experience

Capita Experience focus on serving a blue-chip client base in the UK and across Europe, with the aim of growing within these markets and expanding to new markets. Our primary focus is to help our clients digitise their interactions with customers, members and other stakeholders, and move towards an integrated data-driven, insight-led and personalised customer experience.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

We’re an equal opportunity and Disability Confident employer, which means we recruit and develop people based on their merit and passion. We’re committed to providing an inclusive, barrier-free recruitment process and working environment for everyone.

If you need the job description or application form in an alternative format (such as large print or audio), or if you’d like to discuss other changes or support you might need going forward, please email Iqbal at reasonableadjustments@capita.com or call 07784 237318 and we’ll get back to you. For more information about equal opportunities and process adjustments, please visit the Capita Careers website.