Overview

We are currently recruiting for a Business Analyst with a background in Customer Analytics to work for a local authority in South Yorkshire.

Responsibilities

• Working closely with services, identify and maximise channel shift opportunities through an improved understanding of customer behaviours and propensities to change
• Establish and report performance against clear and challenging working together agreements /service level agreements for all services delivered through all customer access channels
• Work closely with the Research and Business Intelligence team to exploit customer intelligence segmentation that will support data driven activity across the Council and partners
• Work closely with the Research and Business Intelligence team to effectively contribute customer service data, produce information and develop reports to inform customer focused campaigns, initiatives and strategies
• Champion and advocate a culture of innovative thinking and curiosity which influences policies and practices with regard to the delivery of customer services across the Council
• Ensure that customer intelligence data is fit for purpose and is well utilised for forward planning and continuous improvement
• Effective liaison with key stakeholders, establishing strong working relationships to help ensure that business requirements are understood so that they have confidence in customer data and insight
• Communicate complex information effectively and clearly to a variety of audiences concisely and diplomatically at all levels including both written and verbal formats to gain clear recommendations and agreement
• Ensure that best practice is identified through effective research relating to customer behaviours and the opportunities to encourage customer behaviour change
• Advise on national and regional policy specific to the areas delivered by the service
• Comply with all health and safety regulations, legal requirements, statutory requirements, standing orders, financial regulation of the Council;
• Represent the Authority at meetings of local and national organisations relevant to the work of the team
• Undertake any other duties commensurate with the role as requested by management

 Experience & Qualifications

• Degree/Level 6 qualification or equivalent in a relevant subject.
• Excellent knowledge of SQL Server, Excel, and PowerPoint. The ideal candidate will have a background in Maths, Statistics, or IT, and experience in a Business Intelligence or Customer Insight role.
• Microsoft Office training to an intermediate level or above
• Significant post qualification experience in data management and analysis
• Extensive experience of working strategically, contributing to strategic planning
• Experience of managing professional and supporting staff
• Excellent communication, negotiation and interpersonal skills with the ability to deal with a variety of internal and external stakeholders
• Skilled in producing quality documentation including reports, ensuring they are suitable for particular audiences