Customer Analyst

Luas; Dublin; On-site; EUR 45,000 - 65,000; Full time

Job summary

KeolisAmey Luas is seeking a Customer Analyst to provide management information for the Customer Directorate. You will support frontline teams to ensure ticket compliance, minimize anti-social behaviour, and drive customer experience metrics across the Luas network.

In this role, you will analyse trends, performance data and surveys, identify revenue leakage, and help develop predictive models to mitigate risks. Strong data skills and GDPR awareness are essential.

Qualifications

• Evidence of analytical skills and applying them to business.
• Proficiency in Excel, Power BI and visualization tools.
• Experience interpreting large datasets and reporting insights.

Responsibilities

• Analyse customer trends including fare evasion, ticket inspection and revenue recovery performance and compliance.
• Analyse data from surveys, performance reports, operations logs and AFCS.
• Identify patterns of fraudulent travel, customer demographics and revenue leakage.
• Support deployment planning to improve frontline Revenue Protection and Security teams.
• Monitor effectiveness of activities and recommend improvements.
• Produce KPIs reports for senior stakeholders including the Head of Revenue Protection & Security.
• Contribute to revenue forecasting and business case development.
• Develop predictive models for fare evasion and customer satisfaction risks.
• Ensure data accuracy and GDPR compliance.

Skills

Data analytics

Advanced Excel

Statistical analysis

Problem solving

Data interpretation

Tools

Power BI

Tableau

Microsoft Fabric

Excel

Job description

The Customer Analyst role is intended to provide management information to support the Customer Directorate, including providing support for frontline teams ensuring high levels of ticket compliance, low levels of anti-social behaviour on the Luas network, and supporting high levels of customer satisfaction and experience metrics.

Key Accountabilities

• Undertake analysis of customer trends including fare evasion, ticket inspection activity, revenue recovery performance and revenue recovery compliance, customer sentiment, and perception of passenger safety.

Analyse data provided in various forms by multiple stakeholders within and outside of the team, including ticketless travel surveys, performance reporting, operational logging, and automatic fares collection systems (AFCS).

Identify patterns of fraudulent travel, customer demographics and areas of revenue leakage.

Support the Customer Assurance Controller (CAC) teams in developing targeted deployment plans to improve the effectiveness of frontline Revenue Protection and Security teams.

Monitor the effectiveness of implemented revenue protection and security activities and recommend improvements.

Provide reporting on KPIs to the Head of Revenue Protection & Security, Customer Service Manager and Customer Director.

Contribute to revenue forecasting and business case development for revenue protection initiatives.

Identify emerging threats, hotspots and trends across the network.

Produce daily, weekly, monthly and annual performance reports, including reports for the client (Transport Infrastructure Ireland).

Ensure data accuracy, integrity and compliance with GDPR and company policies.

Support the development of business intelligence solutions and automated reporting processes.

Assist with the implementation and optimisation of revenue protection and security technologies.

Develop predictive models for fare evasion and customer satisfaction risks.

Measure return on investment from revenue protection, security and customer insight initiatives.

Key Interfaces

• Proficient in data analytics, business analytics and statistics.
• Advanced Microsoft Excel skills.
• Experience using and implementing PowerBI, Tableau, or similar reporting tools.
• Strong analytical and problem solving capability.
• Ability to interpret large datasets and translate findings into practical recommendations.
• Report-writing and presentational skills.
• High attention to detail and commitment to data accuracy.
• Ability to understand trends and reports, understand their implications/potential effects upon customers and KAL. Ability to take action to respond in an appropriate, considered and articulated way.
• Corporate teamworker. Actively promotes team working across the organisation by fostering relationships with colleagues, including frontline employees and senior managers.
• Analytical thinking to be able to consistently analyse and compares methods of working (including with group companies) with a view to delivering best practice.

Experience

• Essential: Evidence of knowledge of analytical skills, and being able to apply these to business.
• Essential: Proficient in key analytical systems including Microsoft Excel, Microsoft Fabric and Power BI, and interfaces with other systems.
• Essential: Evidence of understanding data visualisation.
• Desirable: capability to integrate machine learning and artificial intelligence into data analysis processes.
• Desirable: experience of working in the public transport industry, and principles of revenue protection, customer service delivery and security management.

EQUALITY STATEMENT

KeolisAmey Luas values the diversity, which exists in our city, and our aspiration is to reflect this diversity in our workforce. All employees must be aware of and committed to the KeolisAmey Luas Diversity Policy. All employees must also be aware of and comply with other Company requirements associated with Equality and Diversity issues relevant to their role.