We are looking for experienced Senior Data Analysts to join Customer Operations Data and Analytics, specialising in analysis, insight and value realisation.
Customer Operations is evolving quickly. We are building faster, more trusted and more connected customer journeys around the moments that matter most. With Genesys central to how we support customers, and AI copilot transforming the agent experience, data plays a key role in understanding what is working, where value is being created and where we need to improve.
This is a hands‑on senior role for analysts who go beyond reporting. You will shape analytical questions, challenge assumptions, lead workstreams and turn complex data into clear, actionable insight.
You’ll work closely with stakeholders across Customer Operations to understand customer journeys, operational performance and outcomes. The focus is proactive analysis, identifying trends, risks and opportunities, and clearly explaining what they mean to drive action.
What You’ll Do
* Lead analysis across customer journeys, operational performance and value realisation
* Identify opportunities, risks and areas of customer or colleague friction
* Translate business problems into clear analytical approaches
* Build insight that explains the “so what” and supports decisions
* Work with stakeholders to shape requirements and influence outcomes
* Create and improve dashboards, reporting and analytical products
* Set standards for analysis, dashboard design and data quality
* Review reporting and identify opportunities to automate, simplify or remove low‑value work
* Support self‑serve analytics by making data easier to access and use
* Coach other analysts and share best practice
Essential Skills
* Strong experience in data analysis, insight or business intelligence roles
* Advanced SQL skills and experience working with large or complex datasets
* Proven ability to turn data into clear, actionable insight
* Strong stakeholder management and communication skills
* Experience building dashboards or analytical products that support decision‑making
* Ability to challenge briefs and prioritise high‑impact work
* Strong attention to detail and commitment to data quality
Desirable
* Experience improving reporting, automation or self‑serve analytics
* Exposure to BigQuery, Looker, LookML or Google Cloud Platform
* Experience working in customer operations or customer journey analytics
* Experience coaching or supporting other analysts
What You’ll Bring
* Strong analytical judgement and curiosity
* A proactive, outcomes‑focused mindset
* The ability to manage multiple priorities while maintaining quality
* A genuine interest in customer journeys and operational improvement
Our technology stack includes BigQuery, Looker, LookML and Google Cloud Platform. Experience with these tools is useful but not essential. We are more interested in strong analytical thinking, curiosity and the ability to learn quickly.
Benefits
* Up to £3,600 of free shares each year after one year of service
* 33 days holiday (including bank holidays) when you join, increasing up to a maximum of 38 days (including bank holidays) based on tenure
* Opportunity to buy or sell up to five additional days of annual leave
* Various other benefits supporting work‑life balance (see our benefits page)
Disability Confidence Leader
We are a Disability Confident Leader organisation. Candidates with disabilities or long‑term health conditions that opt into the Disability Confident scheme will be invited to the first stage of the selection process.
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