Business Intelligence Analyst

  • Sainsburys
  • Widnes, UK
  • 22/07/2020
Full time Data Science Big Data Business Intelligence Statistics

Job Description

Business Intelligence Analyst

- 20000URP)
This role can be based at either of our Sainsbury's Argos Contact Centres in Widnes, Cheshire (WA88HS) or Acton Gate, Stafford (ST189AR).
In a nutshellSupports the Senior Business Intelligence Manager and the Business Intelligence Managers identify value and drive change through the provision of consistent, quality, actionable business intelligence across the Contact Centre brands (Argos, Argos for Business, Habitat, Sainsbury’s Retail, Tu, Nectar)
What I need to do

  • Work in a pool of Business Intelligence Analysts to support the Business Intelligence Managers to…
    • Develop, maintain and evolve ‘always on’ reporting on the demand landscape of each brand in the Contact Centre portfolio ensuring that reports are standardised, accurate, up to date, relevant and clear
    • Proactively keep each business area informed of “what’s changed”
    • Produce deep dive insight into customer pain points
    • Map and maintain Contact Centre customer journeys and associated reporting
    • Enhance the analytical capability of the team, supporting the aim of building a more predictive/prescriptive/future focused suite of outputs
  • Prepare standalone Business Intelligence reports or data which feed into wider projects through working across a broad range of data sets from operational MI, speech analytics, complaints, livechat/social media/e-mail and text analytics, Customer Satisfaction Survey and other relevant data
  • Present root cause analysis to identify/bring to life specific customer issues/reasons for dissatisfaction/causes of contact and work to maintain a mechanism for easily engaging peers in Quality, Coaching, the Operation to support this process
  • Develop and maintain an understanding of the Contact Centre Operation, key performance metrics and work with MI peers to ensure their output is layered into team outputs
  • Support the development of regular Trading Board pages, associated weekly summaries and other set piece reporting. Analyse the impact and/or effectiveness of specific events, promotions and business change initiatives across the Contact Centre operation
  • Ensure communication of analysis is clear, engaging and timely to the Business Intelligence Managers and other internal clients
  • Develop and maintain a knowledge of the brands and, with peers, establish a mechanism for monitoring changes in service at key competitors/customer experience leaders in other sectors; the role requires a genuine passion for customer service with an open and curious mindset to not only learn from other companies but also to identify the barriers to delivering effective service across all Sainsbury’s Contact Centres
  • Proactively identify potential improvements to the Business Intelligence process/ways of working and toolkit, making clear recommendations to Business Intelligence Managers and supporting any subsequent business cases/investment papers
  • Support the testing of technology changes/upgrades which impact the team’s toolkit
  • Develop and maintain Business Intelligence team “brand guidelines” to ensure outputs have a consistent look and feel, are easily identifiable and subject to a rigorous quality control/review process
  • Support the Senior Business Intelligence Manager and Business Intelligence Managers in championing a data/business intelligence led culture which has the customer at the centre of decision making and maintain a passion for ensuring the delivery of high quality, data driven intelligence to drive more informed Contact Centre decision making


How I will succeed

  • The elements of the team plan which I support are delivered on time, in full
  • I can evidence how I am supporting the team develop and maintain an always on view of the customer demand landscape for each of the brands in the Contact Centre portfolio
  • I am regularly communicating actionable intelligence/reporting to stakeholders
  • I can demonstrate how my output has enabled the Senior Business Intelligence Manager and the Business Intelligence Managers to drive action in the Contact Centre to….
    • …make it easier and more personal for our customers to deal with the Contact Centre (reduce customer effort/increase satisfaction and advocacy)
    • …act on insight to eliminate customer pain points
      • …and in turn demonstrate how the Contact Centre should continue to invest in the team


What I need to knowThe breadth of the role is relatively wide from a technical perspective as I must be able to work with/deliver technical specialism in terms of the creation, quality checking, analysis and reporting of Business Intelligence from a range of data sources (including speech analytics, complaints, livechat/social media/e-mail and text analytics, customer satisfaction survey data, operational performance data, etc.). I should have:

  • An ability to plan, manage and prioritise my workload to ensure data/reporting t is delivered on time, in full in support of building my and the team’s credibility/impact
  • A passion for the business impact of analysis and business intelligence/ensuring companies act in a customer focused but commercially balanced way
  • Experience of taking data from multiple environments/joining disparate data sources
  • Be curious and proactive in the search for improving the way the team works and the tools we use
  • Experience of using Power BI or other, similar analytical tools and have experience of or a growing knowledge of analysis and modelling techniques
  • Have a working knowledge of database infrastructure to support ongoing development of analysis/reporting/toolkit/outputs
  • Have experience of engaging stakeholders to shape insight briefs, update them on the progress of my analysis and debrief findings

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Primary Location

GB-Widnes

Work Locations

Argos - Widnes Sainsbury's Argos ARG Customer ServicesRoyal Avenue Widnes WA8 8HS

Job

Central Retail Operations

Schedule

Full-time