Customer Insight & Performance Analyst

Jobtailor; Ipswich; On-site; GBP 28,000 - 38,000; Full time

Job summary

Jobtailor is seeking a data analyst to provide high-quality data analysis and customer insight that supports strategic priorities and service improvement. You will collect, analyse, and interpret data to help understand service performance, customer experience, and emerging trends, and produce regular insights to inform decision-making.

Working with Customer First managers, you will develop evidence-based recommendations, manage weekly and monthly dashboards, and deliver accurate reports while

Qualifications

• Confident in analysing and interpreting data with strong Excel skills.
• Excellent IT, numeracy, and organisational skills.
• Able to prioritise competing demands and manage workload effectively.
• Communicate findings clearly to a range of audiences.
• Think creatively and proactively when solving problems.
• Work collaboratively to identify solutions and drive improvements.
• Strong focus on quality, accuracy, and continuous improvement.
• Adaptable and able to respond to changing business requirements.

Responsibilities

• provide high-quality data analysis and customer insight that supports strategic priorities and service improvement
• collect, analysing, and interpreting data to help understand service performance, customer experience, and emerging trends
• develop evidence-based recommendations that help shape decision-making and deliver meaningful change
• manage weekly and monthly performance dashboards covering all customer contact channels used by Customer First
• producing accurate and insightful reports that demonstrate service performance and customer demand
• provide agent performance data to support staff development and performance management
• work with Customer First managers to identify opportunities for process improvement and more effective service delivery
• deliver regular insight reports on channel performance, including recommendations to enhance the customer experience
• adapt and develop reporting processes to meet changing business needs
• support the maintenance and reporting of council complaints data when required

Skills

Data analysis

Excel proficiency

Reporting

Customer insight

Communication

Tools

Excel

Job description

Jobtailor is seeking a data analyst to provide high-quality data analysis and customer insight that supports strategic priorities and service improvement. You will collect, analyse, and interpret data to help understand service performance, customer experience, and emerging trends, and produce regular insights to inform decision-making.

Working with Customer First managers, you will develop evidence-based recommendations, manage weekly and monthly dashboards, and deliver accurate reports while