Insight Analyst

An opportunity has arisen for 2 Insight Analysts at our Dundee Customer Engagement Centre. The successful candidate will join our CEC Insight & Data Development Team where you will utilise both customer contact data and operational performance data to deliver actionable insight that helps our internal stakeholders improve operational performance and supports our Business Partner Team to driver propositional change with external stakeholders.

You will do this by producing visually engaging reporting dashboards to help track and understand ongoing performance, while also conducting deeper data analysis - combining data interrogation with business knowledge to spot areas of opportunities and recommend solutions.

Successful candidates will be required to work on site in our Dundee Customer Engagement Centre for a minimum of 2 out of 5 days each week.

• Carry out data discovery to understand the strength and limitations of the data, uncover hidden patterns and proactively identify hidden insights.
• Turning data into actionable insight that enables our team and our stakeholders to better understand customer experience, providing recommendations to improve efficiency or CX, identifying the root cause of new issues or problems and tracking the impacts of business decisions or proposition changes.
• Use data to validate hypotheses or ascertain benefits to enable the right prioritisation of business and strategic opportunities.
• Producing regular periodic insight or ad-hoc reporting that is easy to understand, highlights performance themes across all of our KPIs and supports senior stakeholder decision making.
• Effectively utilising Speech Analytics software to improve our understanding of customer experience, including creating call montages.
• Define and continually develop leading KPIs to help stakeholders achieve targets.
• Maintain detailed knowledge of customer and colleague data, processes and work streams to enrich actionable insight.
• Build trusted relationships with stakeholders, to specify, develop and produce high quality insight and analysis.
• Work in collaboration with colleagues to share ideas, adhere to best practice and create an environment which drives creative and innovative insight practices.
• Proactively seek out best practice and innovative analytics techniques to improve the quality, efficiency and impact of the insight delivered.

Key people and teams I work with in and outside of Tesco

• CEC teams (Business Partners, Customer Operations, Resource Planning, Transformation)
• Stakeholders within our Customer Engagement Centres in Central Europe and India
• Internal stakeholders (Insight, Online, Product, Retail & Fulfilment)
• External stakeholders (Partners & 3rd Party Suppliers)

Operational skills relevant for this job:

• Excellent verbal and written communication skills – you must be able to articulate complex ideas in a simple and compelling way
• Very strong attention to detail
• Strong data interrogation and visualisation skills
• Ability to manage & prioritise personal workload

Preferred Skills:

• Tableau
• MS SQL (Intermediate to Expert level)
• Python
• Visual Basic
• Predictive Analytics

Experience relevant for this job:

• Proven experience of analysing multiple datasets
• Strong numerical or statistical skills
• Managing stakeholder relationships
• Previous contact centre or customer centric organisation experience

We offer excellent benefits that help make Tesco a great place to work! These include but are not limited to:

• Annual bonus scheme.
• Holiday starting at 20 days plus a personal day rising to 22 days after 12 months (plus 8 Bank holidays).
• Retirement savings plan - save between 4% and 7.5% and Tesco will match your contribution.
• Life Assurance - 5 x contractual pay.
• Great colleague deals and discounts, saving you money on everyday purchases, eating out and utility bills for the home.
• Opportunities to get on - take advantage of our ongoing learning opportunities and award-winning training, to help you achieve the job and career you want.

Click here to read more about the benefits we have available for our colleagues.

We pride ourselves on being a company where everyone’s welcome and truly feels able to be themselves. We not only celebrate diversity but recognise the value and opportunity it brings in helping us to serving our customers, communities and planet a little better every day. We strive to build a workforce that reflects our customers, not only here in the UK, but worldwide. In offering many varying working patterns across our business, our aim is to attract a diverse range of applicants from all walks of life. If you’re as passionate as we are about providing the best customer experience, we’d love to hear from you.