Senior Insight Analyst

Who are we? 

Our mission is to power the best customer experiences for the world’s leading brands — wherever and whenever needed. 

With 170,000 people across the globe, Foundever™ connects brands with customers 9 million times a day in 60+ languages, making us one of the truly global players in BPO. 

The Opportunity: 

We’re seeking an experienced Senior Insight Analyst to support growth and innovation across our Insight & Analytics client portfolio. You’ll be data-driven leader, be inquisitive and a strong problem-solver. 

You’ll lead the analysis of customer and colleague data to develop insight that help clients and operations achieve their objectives. 

You’ll work closely with internal and client teams, delivering one-off and ongoing projects across a variety of industries. 

Key Responsibilities: 

Project Management 

• Lead the end to end delivery of analytics projects ensuring they are completed on time, within scope and on budget 

• Coordinate resources across multiple project within the wider data & analytics function  

• Track the success of projects through post implementation reviews, focusing on delivering measurable value to clients. 

• Ensure all analytics solutions adhere to best practices in data governance and security 

Leadership 

• Mentor and coach more junior members of the Insight and analytics professionals 

• Encourage a collaborative, high performance culture within the team  

• Build trusting relationships with our clients and operations 

• Able to spot client business challenges, match these to a potential data & analytics solution and pass to the Insight & Analytics leadership team to develop into leads 

Data Analysis 

• Work with our data engineering & data science teams to source, prepare and transform data ready for analysis 

• Analyse data sources and dashboards within our Azure analytics workbench, Alteryx desktop software or on similar client infrastructure 

• Present analysis in clear, concise and business-friendly language 

• Shape data analysis into improvement projects that help our clients and operations deliver lasting benefits such as cost reduction or CX improvement 

Stakeholder Management

• Capture data requirements and work with clients / operations to source data 

• Turn complex data analysis into business-friendly insight, tailored to a clients sector and campaign(s) 

• Confidently present analysis and recommendations to stakeholders from Head of to C-suite level 

• Act as a trusted advisor, helping operations and our clients self serve data & Insight to help them achieve their objectives 

Your profile & experience: 

• 5+ years’ experience in a similar analytics or insight role (essential) 

• 5+ years working with contact centre data (essential) 

• 2+ year working within the BPO industry (preferred) 

• SQL, python or similar programming experience (essential) 

• Comfortable working with PowerPoint and Excel 

• Basic–intermediate Power BI or Tableau skills (at least one of these BI platforms) 

• Alteryx developer experience (not essential, a nice to have) 

• Strong written and verbal communication, with the ability to influence senior stakeholders 

• Strong problem-solving and critical thinking skills 

• Able to work independently and manage multiple projects in a fast-paced environment 

• Able to think strategically and contribute to the growth of our client portfolio, revenue and profitability 

You’ll also enjoy the stability, training and working conditions of a well-established global organisation. 

Interested? Apply now — our Recruitment Team would love to hear from you. 

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