MI Senior Analyst

at  Screwfix

OVERVIEW

It’s a great time to join Screwfix. Thanks to the hard work of our team and record-breaking sales, we’re proud to be one of the fastest-growing retailers in the UK. And we want to pass that growth onto you.
Whether you’re in procurement, digital, marketing or finance, there’s a role here for you.
Reporting to the Senior Performance and Insight Manager (Customer Service Centre) you are responsible for managing and reporting operational data, insight data, and key metrics to key stakeholders in all operational areas (Yeovil, VCC, France / EU). This role will provide actionable intelligence which supports performance, efficiency, and service. You will create and manage the CSC data lexicon and all reporting processes, ensuring the integrity of all data sources and use of the correct data hierarchies. You will also work closely with the Senior Insight Analyst to identify performance and insight trends through a robust understanding all data feeds, their origins and their meanings

REQUIRED SKILLS & EXPERIENCE

• Expert in excel and PowerPoint.
• Power BI (plus any other presentation systems)
• Oracle Business Intelligence (or similar)
• CX-One (or similar Contact Centre management system)
• SAP HR (or similar)
• Strong Contact Centre and Operations background
• Advanced experience of using SQL and any other query languages with experience of automating reporting and queries
• Effective presentation and communication skills – with the ability to inform and engage key stakeholders with commentary and insight.
• Excellent at prioritising and managing own workloads.
• A passion for all things data!

• Create, develop and maintain the CSC “data lexicon” to ensure the veracity of all data and reporting outputs.
• Identify and/or create the relevant reporting hierarchies to ensure performance reporting is consistent and reliable from Head Of down to CSA role level.
• Create, develop, and maintain a suite of reports for all operational areas of the CSC (Yeovil CSC, VCC, France and EU) with exceptional levels of attention of detail and accuracy.
• Identify and manage data from several sources, including Contact Centre CX-One, Business Intelligence systems, customer feedback and service platforms to build a robust, thorough, and accessible data landscape from which actionable MI can be produced.
• Respond to and proactively provide reports for key stakeholders – answering questions and providing reports quickly to inform business decisions.
• Work with large amounts of complex data and be comfortable in creating simplified user-friendly dashboards.
• Measure the performance, efficiency and service levels of the Customer Service Centre through daily, weekly, monthly and annual reporting.
• Constantly seek ways to drive reporting and data improvements in line with the overall business and operations strategies, including the use of self-serve portals and Power BI
• Work collaboratively across all functions & in particular with the CSC Insight Team to ensure information on business-wide performance challenges are robustly understood.
• Build relationships across teams, working in partnership and influencing stakeholders where needed.
• Be a proactive self-starter who enjoys having the autonomy to drive change across the business.
• Share knowledge and experience with analysts, leading by example by having excellent communication skills and a strong coaching mindset.