BI Reporting Analyst

Overview

As a Reporting Analyst, you will deliver data-driven insights to enhance customer experience, operational efficiency, and sales performance across the UK, Canada, Australia, and Emerging Markets.

1. Customer Experience & Operational Insights

• Analyse voice of customer data (e.g. tNPS, verbatims) and operational metrics (e.g. handle times, wait times, contact drivers).

• Conduct root cause analysis to identify drivers of customer dissatisfaction and inefficiencies.

• Provide prioritised, data-backed recommendations, focusing on high-volume or high-value segments.

• Present clear documentation and insights to product support and leadership teams.

• Collaborate cross-functionally to align solutions with business goals across regions.

2. BPO Sales Performance

• Evaluate BPO partner performance in up-sell and cross-sell during support interactions.

• Assess site- and agent-level effectiveness in identifying and passing sales leads.

• Deliver root cause analysis and strategic recommendations to drive improvements.

• Share findings through clear artefacts to support regional sales growth.

3. AI & Process Automation

• Identify manual processes (e.g. agent notes review) suitable for AI automation.

• Develop and test AI prompts/tools using internal AI/LLM platforms.

• Implement scalable AI solutions across regions to boost insight generation.

• Partner with teams to ensure adoption and business alignment.

• Provide documentation and training on AI-enabled workflows.

Key Skills

• Data Analysis & Interpretation – Strong ability to analyse customer and operational data for insights.

• Problem Solving – Skilled in root cause analysis and issue resolution.

• Strategic Thinking – Capable of forming actionable, prioritised recommendations.

• Cross-functional Collaboration – Excellent communication and team alignment.

• AI & Automation Tools – Proficient in designing and applying AI-driven solutions.

Technical Skills

• Proficiency in SQL is required.

*This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. Thank you for taking the time to apply.