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Job Title
We are looking for experienced Senior Data Analysts to join Customer Operations Data and Analytics, specialising in analysis, insight and value realisation.
About the Role
Customer Operations is evolving quickly. We are building faster, more trusted and more connected customer journeys around the moments that matter most. With Genesys central to how we support customers, and AI copilot transforming the agent experience, data plays a key role in understanding what is working, where value is being created and where we need to improve.
This is a hands-on senior role for analysts who go beyond reporting. You will shape analytical questions, challenge assumptions, lead workstreams and turn complex data into clear, actionable insight.
You’ll work closely with stakeholders across Customer Operations to understand customer journeys, operational performance and outcomes. The focus is proactive analysis, identifying trends, risks and opportunities, and clearly explaining what they mean to drive action.
Location
This is a hybrid role based in our Cardiff office, with an expectation of on-site attendance approximately once per week. We’re open to some flexibility around this to support individual circumstances, but regular presence in the office is important for collaboration, team connection, and key in-person activities.
What You’ll Do
- Lead analysis across customer journeys, operational performance and value realisation
- Identify opportunities, risks and areas of customer or colleague friction
- Translate business problems into clear analytical approaches
- Build insight that explains the “so what” and supports decisions
- Work with stakeholders to shape requirements and influence outcomes
- Create and improve dashboards, reporting and analytical products
- Set standards for analysis, dashboard design and data quality
- Review reporting and identify opportunities to automate, simplify or remove low-value work
- Support self-serve analytics by making data easier to access and use
- Coach other analysts and share best practice
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Essential Skills
- Strong experience in data analysis, insight or business intelligence roles
- Advanced SQL skills and experience working with large or complex datasets
- Proven ability to turn data into clear, actionable insight
- Strong stakeholder management and communication skills
- Experience building dashboards or analytical products that support decision-making
- Ability to challenge briefs and prioritise high-impact work
- Strong attention to detail and commitment to data quality
Desirable
- Experience improving reporting, automation or self-serve analytics
- Exposure to BigQuery, Looker, LookML or Google Cloud Platform
- Experience working in customer operations or customer journey analytics
- Experience coaching or supporting other analysts
What You’ll Bring
- Strong analytical judgement and curiosity
- A proactive, outcomes-focused mindset
- The ability to manage multiple priorities while maintaining quality
- A genuine interest in customer journeys and operational improvement
Our technology stack includes BigQuery, Looker, LookML and Google Cloud Platform. Experience with these tools is useful but not essential. We are more interested in strong analytical thinking, curiosity and the ability to learn quickly.
This role is ideal for analysts who want to stay close to the data while having greater ownership, influence and impact.
Applications will be reviewed as they come in and we may close the role early if we receive a strong response.
Admiral: Where You Can
We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.
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Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.
We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.
Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.
Disability Confident Leader
As a Disability Confident Leader, for candidates with a disability or long-term health condition, that opt into the Disability Confident scheme, we’ll invite a fair and proportionate number of applicants that meet the essential requirements of the role to the first stage of our selection process.
If you need any adjustments or support with your application or during the recruitment process, just let us know. Please do email here or contact us on 07425324587. This number is dedicated to supporting candidates that require reasonable adjustments or support during the application process.
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