MI Analyst - Colleague Experience

Our Service Experience team in Customer Services have an exciting opportunity to join them as a MI Specialist.  

The Customer Service Office is on a journey with the Our Customer cultural transformation bringing together our branch network, contact centre and savings operations business, embodying the Society’s key belief of putting members first. Our vision is to create a world-class Customer Service function which can deliver service that our members love, time and time again, whichever channel they choose to interact with us.

As a key member of the team, you’ll help the Society understand and explain the stories behind people trends and metrics, as well as using data to inform future decision making. You’ll achieve this not only through data modelling and data visualisation but also by communicating and presenting complex ideas simply.

You’ll be intellectually curious and comfortable carrying out research independently, using the outputs to bring back to the team as potential solutions.  You’ll be commercially aware, with the ability to question, challenge and put forward new ideas.

You’ll figure out what data the business needs to support key customer service challenges and opportunities, and providing a consistent and high quality service will be critical.

To be successful in the role you'll already have an advanced knowledge of Excel and specialist skills in data analysis, report building and some knowledge of data visualisation. You’ll be comfortable engaging and challenging stakeholders across all levels and tailoring your communication styles to suit the audience. You’ll also be eager to learn what Workday has to offer, and happy to learn proactively and independently from their online resources.

You'll be able to use your analytical skills and ability to interpret data and present it to your stakeholders.  You'll use these skills to convey complex ideas simply and tell a story through data, including to a non-People community.

Our people are our most valuable asset and we're committed to attracting and retaining the very best people who reflect our values. We recognise the importance of helping you to balance your working life with other priorities, so if you wish to consider this vacancy and your circumstances require slightly different hours, then let us look at the flexibility you require and see if we can accommodate your needs, whilst ensuring we continue to meet our customer needs.