PT Renewables 🌳
Insights Analyst (Customer Operations)
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Insight Analyst (Customer Operations)
About the Company
Our client is a market-leading holiday home company in the UK, recognised on the Sunday Times Best Places to Work 2024 list. They've grown from a small South West agency into one of the industry's key players, while maintaining a caring and collaborative culture that keeps their team inspired and motivated. As a data-led business, they're passionate about what they do and take a common-sense approach to getting things done. They're looking for bold thinkers who aren't afraid to explore new ideas and push boundaries.
The Role
They're seeking an experienced Operational Insight Analyst to join their growing Operational Insight team. This isn't a role where you'll simply produce reports. You'll turn complex operational data into actionable insights that improve customer experience, drive efficiency and shape real business decisions.
Reporting to the Operational Insight Lead, you'll work closely with Customer Services, Product and Technology stakeholders to understand operational challenges, spot opportunities others miss and influence meaningful change. There is currently a significant opportunity to build out analytical support for Customer Services, so you'll have genuine autonomy to review existing reporting, identify gaps and start driving insights from day one.
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Office is located in Devon however the role is primarily remote, with travel to a central location a few times a year.
Key Responsibilities
- Analyse large, complex datasets to identify trends, customer behaviours and operational performance opportunities
- Build dashboards and visualisations in Power BI that deliver clear, actionable insight
- Monitor customer contact drivers across phone, email and chat, identifying opportunities to reduce avoidable demand
- Support forecasting, capacity planning and resource optimisation
- Measure the impact of operational, process and technology changes
- Develop business cases and cost-benefit analyses to support your recommendations
- Conduct root cause analysis on recurring customer pain points
- Present insights and recommendations to a range of audiences, including senior leaders
- Influence change by turning data into practical actions that improve both customer experience and operational performance
Essential Skills & Experience
- Strong analytical background with hands-on experience in Power BI (Tableau also acceptable)
- SQL is essential
- Experience working with large datasets within a mid-sized or larger organisation
- Proven ability to go beyond reporting, questioning the data, identifying opportunities and proposing solutions rather than simply delivering requested reports
- Evidence of influencing business decisions through your analysis and recommendations
- Strong stakeholder management with excellent written and verbal communication skills
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Desirable Skills
- Experience supporting Customer Services, Contact Centre or Operations functions
- Understanding of customer data, touchpoints and demand forecasting
- Experience using Salesforce
- Python or R for advanced analysis
Benefits
- 25 days' paid holiday plus bank holidays
- A special day off for your or a loved one's birthday
- £500 paid towards a holiday of your choice
- A paid day to volunteer with a charity close to your heart
- Friends and family discount scheme
- Life assurance
- Social clubs for pet lovers, fitness enthusiasts, gardeners, sustainability champions, nutrition enthusiasts, and more
- Exciting social events, including famous Christmas parties
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