Reporting Analyst

Aquent; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Aquent seeks a BI Reporting Analyst to provide data-driven insights that enhance customer experience and operational efficiency. The role involves analyzing customer data, conducting root cause analysis, and implementing AI solutions to drive improvements. Ideal candidates will have strong analytical skills and proficiency in SQL, along with a collaborative mindset to align solutions with business goals.

Qualifications

• Strong ability to analyze customer and operational data for insights.
• Skilled in root cause analysis and issue resolution.
• Proficient in designing and applying AI-driven solutions.

Responsibilities

• Deliver data-driven insights to enhance customer experience.
• Conduct root cause analysis to identify drivers of dissatisfaction.
• Implement scalable AI solutions across regions.

Skills

Data Analysis & Interpretation

Problem Solving

Strategic Thinking

Cross-functional Collaboration

AI & Automation Tools

Tools

SQL

Job description

Join to apply for the BI Reporting Analyst role at Aquent.

As a Reporting Analyst, you will deliver data-driven insights to enhance customer experience, operational efficiency, and sales performance across the UK, Canada, Australia, and Emerging Markets.

1. Customer Experience & Operational Insights
2. Analyse voice of customer data (e.g., tNPS, verbatims) and operational metrics (e.g., handle times, wait times, contact drivers).
3. Conduct root cause analysis to identify drivers of customer dissatisfaction and inefficiencies.
4. Provide prioritized, data-backed recommendations, focusing on high-volume or high-value segments.
5. Present clear documentation and insights to product support and leadership teams.
6. Collaborate cross-functionally to align solutions with business goals across regions.

BPO Sales Performance

1. Evaluate BPO partner performance in up-sell and cross-sell during support interactions.
2. Assess site- and agent-level effectiveness in identifying and passing sales leads.
3. Deliver root cause analysis and strategic recommendations to drive improvements.
4. Share findings through clear artifacts to support regional sales growth.

AI & Process Automation

1. Identify manual processes (e.g., agent notes review) suitable for AI automation.
2. Develop and test AI prompts/tools using internal AI/LLM platforms.
3. Implement scalable AI solutions across regions to boost insight generation.
4. Partner with teams to ensure adoption and business alignment.
5. Provide documentation and training on AI-enabled workflows.

Key Skills

1. Data Analysis & Interpretation – Strong ability to analyze customer and operational data for insights.
2. Problem Solving – Skilled in root cause analysis and issue resolution.
3. Strategic Thinking – Capable of forming actionable, prioritized recommendations.
4. Cross-functional Collaboration – Excellent communication and team alignment.
5. AI & Automation Tools – Proficient in designing and applying AI-driven solutions.

Technical Skills

1. Proficiency in SQL is required.

Note: This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. Thank you for your interest.

About the Client

Our client is a global technology platform specializing in overcoming significant financial challenges. Their products are driven by artificial intelligence, including their well-known accounting software. They are recognized as a top employer, proud of their culture and entrepreneurial spirit.

Inclusivity & Equal Opportunities

Aquent is committed to inclusivity and is an equal opportunities employer. We encourage applications from underrepresented groups and support applicants with disabilities by providing reasonable accommodations during the employment process.