DHL Express
Reporting Analyst
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Customer Service Reporting Analyst
Contract: Full time, Permanent
Department: Customer Service
Turn Data into Insight That Drives Customer Service Performance
We are looking for a motivated and analytical professional to join our Customer Service team as a Customer Service Reporting Analyst.
In this key role, you will transform Customer Service data into meaningful insight that supports operational performance, improves customer experience and drives business decision-making. You will play a pivotal role in identifying trends, investigating root causes, enhancing reporting capabilities and providing recommendations that help deliver continuous improvement across the Customer Service function.
This is an excellent opportunity for someone who enjoys solving problems, exploring data and influencing business performance through clear, evidence-based insight.
What You'll Be Doing
Delivering Insight & Root Cause Analysis
- Identify emerging trends, risks and opportunities across Customer Service operations.
- Analyse performance data to understand key drivers and provide actionable recommendations.
- Lead and support root cause investigations into operational performance issues.
- Work closely with stakeholders to measure the effectiveness of improvement initiatives and track progress.
Owning Reporting & Data Quality
- Develop, maintain and improve operational and strategic Customer Service reporting.
- Produce accurate, insightful and timely management information.
- Analyse data from systems including COMBINE, MCT and IQ, ensuring consistency and accuracy.
- Maintain strong governance, validation and quality-control processes across reporting outputs.
Driving Automation & Continuous Improvement
- Identify opportunities to automate reporting and streamline manual processes.
- Develop and enhance dashboards using Power BI and other approved tools.
- Explore technologies including Power Automate and Copilot to improve reporting efficiency and insight generation.
- Continuously review and improve reporting outputs to maximise business value.
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Supporting Stakeholders Across Customer Service
- Build strong relationships with Customer Service managers and key stakeholders.
- Translate business challenges into meaningful analytical outputs and reporting solutions.
- Present complex information in a clear and engaging way.
- Provide data-driven recommendations that support operational and strategic decision-making.
Who We're Looking For
A Curious and Insight-Driven Analyst
You are someone who:
- Enjoys investigating trends and uncovering the story behind the data.
- Is comfortable looking beyond the numbers to explain the wider business impact.
- Has strong problem-solving capabilities and a proactive approach.
- Can influence decisions through clear communication and insightful analysis.
- Builds effective relationships with stakeholders at all levels.
Essential Skills & Experience
- Strong analytical and problem-solving skills.
- Advanced Excel skills and confidence working with large datasets.
- Experience creating reports, dashboards and management information.
- The ability to convert complex data into meaningful insight and practical recommendations.
- Excellent attention to detail and commitment to accuracy.
- Strong communication and stakeholder management skills.
- Experience presenting information in a simple, engaging and actionable way.
- Experience identifying trends, investigating root causes and supporting continuous improvement initiatives.
Desirable
- Experience in a reporting, analytical or business support role.
- Experience using Power BI.
- Experience with Power Query, Power Automate or SQL.
- Previous Customer Service or Contact Centre analytical experience.
- Experience using AI tools, including Copilot.
- Experience identifying and implementing reporting automation opportunities.
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What This Opportunity Offers You
- The opportunity to influence Customer Service performance through data-driven insight.
- Exposure to operational, strategic and continuous improvement initiatives.
- Development in reporting, business intelligence and stakeholder management.
- Experience working with Power BI, automation tools and emerging AI technologies.
- Career development opportunities within a global market-leading organisation.
Interested in Applying?
If you're passionate about analytics, continuous improvement and using data to drive better business decisions, we'd love to hear from you.
Apply now and upload your CV online.
What's Next?
Please note: Due to the nature of our business, we are regulated by the Civil Aviation Authority (CAA). All successful applicants will be required to provide a full 5-year employment history and will be subject to a Criminal Record Check.
Equal Opportunity
We are committed to equal opportunity and reject all forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.
Privacy Notice
DHL International (UK) Ltd acts as a "Data Controller" and, in line with our responsibilities under the General Data Protection Regulations (GDPR), we take data protection very seriously. We collect and use your Personal Information in accordance with our Privacy Policy, which will be supplied as part of the recruitment process.
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