Data and Insight Analyst

Leeds, West Yorkshire
  1. Full Time
  2. Contact Center
Posting date:10 May, 2018
Leeds, Manchester, Stoke, Newark, or Newbury
Competitive salary + excellent benefits

The contact transformation team has a roadmap of transformational projects to deliver a step change in the way our customers use customer services, which remains highly voice focused.   This role will support the development and delivery of 1 or more projects from concept stage through to pilot/scaled delivery as we look to test new solutions with customers.

Role Purpose
The role will be critical as Vodafone rolls out pilots of new capabilities designed to transform the interactions we have with our customer’s day to day and alter habits customers have developed over many years to use Voice as the first port of call. 

The role will work with other members of the contact transformation team to lead/support the development of business cases and accelerated pilots to prove the principles of our strategy will be effective at scale striking a good balance between the needs of the business and the needs of the customer.

Working with campaign managers and programme managers you will be tasked with producing high quality, insightful management information and analysis. You will be working across a number of projects ensuring that the right success measures are in place and accurately reported.

Key skills and experience
  • Hands on experience using SQL to manipulate large datasets 
  • Experience of CRM, customer data strategy, resource modelling, data management, contact personalisation, web analytics and technical infrastructure.
  • Comfortable engaging with and presenting to stakeholders
  • Customer focused and passion for understanding customer needs
  • Experience providing insightful reporting using Microsoft tools
  • Lateral thinker with a strong analytical knowledge and background
  • Digital development for example Python would be desirable 
  • Experience with Java Script would be a strong advantage.
Customer Operations at Vodafone 
We’re passionate about exceeding our customers’ expectations and making a big difference to their lives, always going the extra mile to deliver the best possible service. Whether it’s on the phone or online, we are there to provide vital support when our customers need it. We strive to make sure that through our products & services, people feel free to live their lives their way and that their journey with us is a simple as it can be.  

Why Vodafone?
Joining Vodafone is more than a job, what we do matters. We don’t just carry minutes, texts and data – we carry people’s lives. And that’s a huge responsibility. If you think for a minute about the people you rely on…the likelihood is they rely on us.

Customers are at the heart of everything we do and we want to make a difference to the lives of our customers, and the communities in which we live and work. We support our people to give something back to the causes that mean the most to them through helping them give time and money to the charities they love.

And what’s it like to work here? We have created an environment where you can look forward to coming to work and are empowered to be at your best. We offer flexibility in how you work that helps you do your job in a way that suits you, opportunities to help you grow and progress throughout your career, and a choice of benefits to suit your lifestyle.

Commitment from Vodafone
Vodafone is committed to attracting, developing and retaining the very best people by offering a flexible, motivating and inclusive workplace in which talent is truly recognised, developed and rewarded. We believe that diversity plays an important role in the success of our business and we are committed to creating an inclusive work environment which respects, values, celebrates and makes the most of people’s individual differences - we are not only multinational but multicultural too. At Vodafone you will have access to our excellent flexible benefits programme that you would expect from any global company. 

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