Senior Insight Analyst

Severn Trent Water; Leicester; On-site; GBP 35,000 - 55,000

Job description

Department: Customer Planning & Scheduling

Senior Insight Analyst

Hello. We’re Severn Trent and we think water is wonderful. And we’re pretty keen on people, too.

Our people are what makes Severn Trent a truly exciting and inclusive place to work. We’re a team of nearly 10,000 people with a purpose to deliver one of life’s essentials. We do it all while thriving in our unique culture and making a lasting difference to our planet, society, and careers.

If you want to do more because you care, we’d love to talk to you. There really is something for everyone here.

EVERYTHING YOU NEED TO KNOW

Are you an analytical problem-solver with data translation expertise? We have an exciting opportunity for you to become a Senior Insight Analyst in our Workforce Planning and Optimisation team based out of either Derby, Leicester, Coventry or Shelton.

As a Senior Insight Analyst you’ll turn complex data into actionable insights to enhance the service our customers receive from us. Embedded in the CIP team, you’ll extract and visualize data from multiple systems, driving critical decisions. Your knack for simplifying data, boundless curiosity, and stellar storytelling skills will be key to your success.

The role will require you to be Kraken trained and intricately imbedded in the day to day of the Kraken operation teams whilst leveraging the analytical and insight capabilities of the CIP team.

Key accountabilities in this role include:

• Data Guardians: Ensure the integrity of key data for Kraken teams.
• Customer Insight: Supporting with insight on how we can deliver an ever improving and cost effective service for our customers.
• Data Visualization: Extract and visualize complex data to drive decisions.
• Efficiency Driver: Identify cost-saving opportunities across channels.
• Team Partner: Align with Kraken teams’ goals while challenging for the best outcomes.
• Reduce Overlap: Create insights to minimize duplicate efforts.
• Actionable Insights: Use data from various sources to create insight.
• Continuous Improvement: Contribute to a culture of continuous improvement, striving to exceed ambitions stated in the creation of and best in class service provision.

WHAT YOU’LL BRING TO THE ROLE

First and foremost, we expect you to have experience of working within a complex data environment with an understanding of Contact Centre metrics and KPI’s. Knowledge of data visualisation and extraction tools and methods are essential along with advanced proficiency in Microsoft Excel VBA and PowerPoint.

We’d also love for you to also have experience or an interest in machine learning or AI capabilities.

The right skills and experience are important. But if you have the right character, positivity and a caring attitude we want to talk to you, too.

We welcome people from all walks of life and celebrate individuality as we know diverse minds, experiences and backgrounds help us to learn and better serve our communities. We want people who show up and get involved. Those who are ready to be part of something bigger and who want to make a difference because they care. Is that you?

WHAT’S IN IT FOR YOU

Working here isn’t just a job. You can build a career at Severn Trent, and we’ll reward you for it too. We have a range of benefits that recognise great work, and award-winning training to help you reach your potential. And we’ll also help you play your part in looking after the environment and the communities where we live.

• 28 days holiday + bank holidays (and the ability to buy/ sell up to 5 days per year)
• Annual bonus scheme (of up to £2,250 per annum based on company performance)
• Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
• Sharesave – the chance to buy Severn Trent Plc shares at a discounted rate
• Dedicated training and development with our ‘Academy’
• Electric vehicle scheme and retail offers
• Family friendly policies (including, a year off fully paid maternity and adoption leave)
• Two volunteering days per year

WHATS NEXT?

We can’t wait to hear from you.

Before you apply, you’ll need an updated copy of your CV and about five minutes to spare. We’ll always let you know the outcome of your application after the closing date - so keep an eye on your phone and emails.

And if this has sparked your curiosity, and you're wanting to find out even more, search #LifeAtSevernTrent on social media.