Insight & Speech Analyst, Dundee Customer Engagement Centre - Dundee

These vacancies are based at our Dundee Customer Engagement Centre (CEC) and are full time positions working Monday to Friday 8.30am to 5.00pm. The role may require some travel to other sites, occasionally start early, work late or cover weekends.

2 vacancies have arisen for permanent Insight & Speech Analysts. The successful candidates will join the Business Partner Teams whose function is to interrogate, interpret and analyse data to drive insight to action to reduce contact and improve the experience for customers and colleagues.

Were looking for candidates who are highly numerate and has a strong interest in applying analytical techniques to help uncover actionable insight from varied datasets. The candidates will be confident and able to relay findings and recommendations to senior stakeholder to drive positive change. The successful candidates will have a desire to continually learn, and work well with existing team members by contributing to analysis development sessions and handling routine reporting.

• Ensuring our stakeholders understand the drivers of contact, customer satisfaction and cost and that they have the required level of insight to help inform business decisions.
• Interrogate, interpret and analyse multiple datasets to uncover trends and patterns in customer contact.
• Develop and communicate insight based on analysis, to lead positive action and change.
• Utilise insight to influence senior stakeholders, highlighting key trends, risks, areas for improvement or areas of sustained performance.
• Support leadership led initiatives and projects with data analysis.
• Define and continually develop leading KPIs to help stakeholders achieve targets.
• Maintain detailed knowledge of customer data, processes and work streams to enrich actionable insight.
• Maintain, develop and streamline the production of our key routine reports, understanding performance themes across all of our KPIs.
• Build trusted relationships with stakeholders, working with them to specify, develop and produce high quality insight and analysis, to support key CEC and customer objectives and to respond to the changing needs of the business.
• Work in collaboration with my colleagues to share ideas and create an environment which drives creative and innovative insight and analysis practices.
• Following our Business Code of Conduct and always acting with integrity and due diligence

Key stakeholders I work with in and outside of Tesco:

• CEC teams (Business Partners, Operations, Improvement team)
• Stakeholders in Head Office (Tesco central Insight
• and Online team)
• Stakeholders across fulfilment points/stores

KEY SKILLS AND EXPERIENCES:

• Interpreting and analysing large complex datasets.
• Linking data between tables, sources etc.
• Delivering insight in an easily digestible format.
• Knowledge and experience of writing and updating SQL queries and VBA scripts
• Experience of managing projects and stakeholders; particularly related to work requests

1. Look for opportunities to simplify and automate current processes

Preferred skills relevant for this job:

• Advanced Microsoft Office skills (especially Excel)
• Advanced SQL, including Teradata SQL (Query writing, etc.)
• VBA; VB Script

Selection will be based on the following criteria:

• Your previous experience
• Your skills and technical ability
• Your interview & assessment performance

The closing date for applications is close of business on Friday 24thAugust 2018.