Customer Analysis Manager


  • £35700 - £48300 per annum
  • Posted: 01/09/2017
  • Swindon SN2 8AD Swindon
  • Job Ref: 191103203
  • Permanent

Job Details

Customer Analysis Manager

This is permanent position based in Swindon.

What is the purpose of this role?
This role acts as the primary interface to the Retail business for all elements of Customer Service Data. The role will support the progressive development of key insight reports from both regular and untapped data sources, developing those data sources and integrating them into both existing and new reporting.

What makes this role unique?

Do you want to be a part of a company that provides an essential service to our 14.4million customers? Do you pride yourself in being able to make a real difference to deliver excellent customer service? Come and join the largest water utilities company based in the Thames Valley on our transformation journey to deliver new services in partnership with our business from mobile apps to enable major programmes such as Smart Metering and market competition in 2017.

What will this role involve?

In this exciting role, you will be responsible for providing insight through the reports that your team produce to key stakeholders throughout the Retail Business.

As the Customer Analysis Manager, you will lead a team of specialist analysts who primary purpose is the provision of insightful reporting solutions. It is the Customer Analysis Managers responsibility to ensure that all reporting solutions delivered are fully understood, interpreted and presented to stakeholders in an engaging way and that the delivery meets the strategic requirements of the business without losing ownership of the single version of the truth.

You will have responsibility for the accuracy of the Regulatory Reported numbers including the provision of customer contact data to our Regulator. Your team will also be responsible for Customer Satisfaction reporting on both an internal and external basis.

This key role ensures that the Retail business is able to fully understand its operational performance through the eyes of the customer and is able to manage it through the use of appropriate KPIs. You should expect to take the lead in the creation, and implementation of customer reporting and for providing support with the generation of accurate, timely and measurable forecasts.

Developing good quality relationships with stakeholders will be the key critical success factor for this role, you should therefore be comfortable working with people at all levels of the business, challenging as necessary and tailoring reporting so that it is appropriate for the intended audience and meets the Retail Business Intelligence brand values.

You will be leading a team of analysts, with responsibility for the development of those individuals within the team, you should therefore be a logical thinker and able to keep cool under pressure,. Your decision making should be sound and an awareness of good business continuity practices would also be advantageous.

What skills are we looking for?
You will have previous experience managing a team of analysts, with a proven track record in driving KPI development, understanding processes and the creation of innovative reporting options.

You will take ownership in the development of the relationships with the wider Retail family and leverage those relationships to produce accurate, clear and insightful requirements that can be used to produce value adding solutions by your analysis. You should also feel comfortable working to short deadlines, without compromising outputs.

You will have experience in People Leadership with strong relationship management experience.

You will have the ability to lead teams through difficult stressful times. Experience of having responsibility for accuracy and insight of reports

You have a clear vision on what good likes like for reporting and analysis.

Technical Leadership – A working awareness of the SQL stack (Specifically SSMS & SSRS), Business Objects and Qliksense would be highly desirable.

What the benefits will you get?

• Negotiable salary
• Child Care Vouchers and Doubled pensions
• Season Ticket Loans
• Time to Give – Offer's employees the chance to take two days paid volunteering leave a year.
• Employee Assistance Program
• Benefits on Tap - provide all employees with further voluntary benefits. The website based system give employee's access to excellent offers and savings across many shops and services from some of the UK's top brands just for being TW employee.
• Loyalty Awards