Reporting Analyst

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

Job summary

Aquent GmbH is seeking a Reporting Analyst to deliver data-driven insights that enhance customer experience and operational efficiency across multiple regions. The role involves analyzing customer data, conducting root cause analysis, and implementing AI-driven solutions. Candidates should possess strong analytical skills, proficiency in SQL, and the ability to collaborate cross-functionally. This position offers an opportunity to work within a global technology platform focused on financial challenges, promoting inclusivity and equal opportunities.

Qualifications

• Strong ability to analyse customer and operational data for insights.
• Skilled in root cause analysis and issue resolution.
• Capable of forming actionable, prioritised recommendations.

Responsibilities

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

Skills

Data Analysis & Interpretation

Problem Solving

Strategic Thinking

Cross-functional Collaboration

AI & Automation Tools

Education

Proficiency in SQL

Job description

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

Analyse voice of customer data (e.g., tNPS, verbatims) and operational metrics (e.g., handle times, wait times, contact drivers).

Conduct root cause analysis to identify drivers of customer dissatisfaction and inefficiencies.

Provide prioritised, data-backed recommendations, focusing on high-volume or high-value segments.

Present clear documentation and insights to product support and leadership teams.

Collaborate cross-functionally to align solutions with business goals across regions.

Evaluate BPO partner performance in up-sell and cross-sell during support interactions.

Assess site- and agent-level effectiveness in identifying and passing sales leads.

Deliver root cause analysis and strategic recommendations to drive improvements.

Share findings through clear artefacts to support regional sales growth.

3. AI & Process Automation

Identify manual processes (e.g., agent notes review) suitable for AI automation.

Develop and test AI prompts/tools using internal AI/LLM platforms.

Implement scalable AI solutions across regions to boost insight generation.

Partner with teams to ensure adoption and business alignment.

Provide documentation and training on AI-enabled workflows.

Key Skills

Data Analysis & Interpretation: Strong ability to analyse customer and operational data for insights.

Problem Solving: Skilled in root cause analysis and issue resolution.

Strategic Thinking: Capable of forming actionable, prioritised recommendations.

Cross-functional Collaboration: Excellent communication and team alignment.

AI & Automation Tools: Proficient in designing and applying AI-driven solutions.

Technical Skills: Proficiency in SQL is required.

*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 taking the time to apply.

Client Description

Our Client is a global technology platform that specialises in overcoming the world’s most important financial challenges. Their products and services are driven by artificial intelligence, and their accounting software is one of their most recognisable creations. Considered one of the top companies to work for, they are proud of their company culture and entrepreneurial spirit.

Aquent is dedicated to improving inclusivity & is proudly an equal opportunities employer. We encourage applications from under-represented groups & are committed to providing support to applicants with disabilities. We aim to provide reasonable accommodation for any part of the employment process, to those with a medical condition, disability or neurodivergence.