What you’ll be doing:

• analysing data from internal and external sources including KPIs; conducting insight reviews using advanced analytics
• delivering innovative, industry-leading insight and improvement recommendations
• working closely with MI teams to pull disparate datasets together and provide clients with a more tangible understanding of the problems they face
• using sophisticated predictive modelling to help clients understand the changes needed to make lasting and continuous improvements
• supporting the delivery of improvements by providing root-cause analysis through investigation of datasets
• articulating different options and recommendations to stakeholders, highlighting benefits and challenges of each proposal, and adapting your approach to each clients’ needs

What we’re looking for:

• a confident data analyst with a strong understanding of statistical analytics, correlation, regression, cluster analysis and standard deviation
• a working knowledge of insight, MI, and different analytical and mathematical theories and methods
• a good understanding of how call centre operations work
• knowledge and experience applying MI/BI, and contact centre relevant software and systems such as Business Objects, Power BI, Aspect WFM, Avaya Telephony
• excellent Excel knowledge, including VBA, and formulae
• knowledge of Python / R or similar is desirable

About Capita Experience

At Capita Customer Experience, we’re transforming customer service. Our expert teams create better outcomes for 100 million customers every year across phone, email, web and more. Partnering with clients from a vast range of industries, with 19 contact centres across the UK, India, Poland and South Africa, our scale and breadth of opportunities make us stand out. The work you do will make a difference to colleagues, clients, customers, suppliers and communities. 

What’s in it for you?

• A salary of between £28-£38K dependant on experience
• 23 days holiday (rising to 27) with the opportunity to buy extra leave
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.

What we hope you’ll do next:

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you.

To view our Covid-19 and process adjustments information, please visit the Capita Careers site.

Equal Opportunities

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. During the application process, you’ll be asked to share your personal characteristics and data with us. This helps us understand our audience so we can make sure we are doing everything we can to attract a diverse range of people and ensure our recruitment processes are fair and inclusive.