This role is responsible for designing, developing, and maintaining data assets, analytical tools, and performance dashboards to inform decisions on operational changes. You will work closely with strategy, technology, TCX, and data teams to ensure data is effectively leveraged to inform decision-making, monitor progress, and drive continuous improvement across the contact centre transformation agenda.
* Background in supporting transformation programs or service improvement projects through data insights
* Data Asset Creation: Build and manage data models, reporting tools, and dashboards (e.g., Tableau, Power BI) that enable strategic monitoring of transformation activities.
* Business Acumen: Understanding of KPIs, customer experience drivers, and operational levers in contact centres, with the ability to connect the dots and translate numbers & findings into key challenges or opportunities for stakeholders.
* Cross-functional Collaboration: Work closely with Strategy, Technology, Operations, and Data Science teams to ensure data assets align with transformation needs and objectives.
What's in it for you
Our goal is to celebrate our people, their lives, and everything in-between. We aim to create a culture that empowers everyone to bring the best versions of themselves to work each day. We believe the most inclusive and diverse culture makes for a better business and a brighter world. Working at Virgin Media O2, you get a bumper reward package bursting with benefits and loads of extras you can add if you'd like to. These are designed to support both you and your loved ones, ensuring you're covered no matter what life throws your way.
Next steps
If we feel like a place where you can belong, we'd love to learn more about you and your experience. Once you've submitted an application, the next steps, if successful, are likely to include a competency-based assessment. When you apply, you'll be asked about any adjustments you might need to support the recruitment process. Let us know, and we'll be sure to discuss it with you. Please note: Applications will be reviewed, and interviews conducted throughout the duration of this advert, so we may bring the closing date forward. We encourage all interested applicants to apply as soon as possible. If you're offered a role, it will be conditional upon passing background checks, including criminal record and, for some roles, a financial probity check.
In order to be considered, you must have the following experience:
* Strong understanding of frameworks and business intelligence best practices
* Familiarity with contact centre operations, customer experience principles, and digital/AI technologies
* Working knowledge of cloud data environments, CRM systems, and workforce management tools
* Experience analyzing large data sets and summarizing key findings for senior audiences, highlighting risks and opportunities
* Advanced skills in Excel, SQL, and BI tools (e.g., Tableau, Power BI)
The UK's fastest broadband network, the nation's best-loved mobile brand, and one of the UK's biggest companies.
Diverse, high-performing teams packed with talent. We offer the UK more choice and better value through our boundary-pushing, customer-championing values and ambitions. Virgin Media O2 is an equal opportunities employer committed to removing bias and barriers, supporting you to be your authentic self throughout your application journey.
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