Lead Insight Analyst

What’s in it for you

We offer excellent benefits that help make Tesco a great place to work.  These include but aren’t limited to:

• Colleague Clubcard (including a 2nd card for a family member) after 3 months service with 10% off most purchases at Tesco
• Bonus
• Holiday starting at 20 days plus a personal day
• A retirement savings plan - 4%-7.5% contribution rate
• Life Assurance - 5 x contractual pay
• Buy As You Earn Scheme
• Save As You Earn Scheme
• Deals & Discounts through Tesco including Tesco Mobile & Tesco Bank
• Deals and Discounts through many other external businesses

About the role

You will join our CEC Analytics & Data Development Team where you will utilise both customer contact data and operational performance data to deliver actionable insight that helps our internal stakeholders improve operational performance and supports our Business Partner Team to driver propositional change with external stakeholders. You will do this by producing visually engaging reporting dashboards to help track and understand ongoing performance, while also conducting deeper data analysis - combining data interrogation with business knowledge to spot areas of opportunities and recommend solutions.

You will be responsible for

• Carry out data discovery to understand the strength and limitations of the data, uncover hidden patterns and proactively identify hidden insights.
• Turning data into actionable insight that enables our team and our stakeholders to better understand customer experience, providing recommendations to improve efficiency or CX, identifying the root cause of new issues or problems and tracking the impacts of business decisions or proposition changes. 
• Use data to validate hypotheses or ascertain benefits to enable the right prioritisation of business and strategic opportunities.
• Producing regular periodic insight or ad-hoc reporting that is easy to understand, highlights performance themes across all of our KPIs and supports senior stakeholder decision making.
• Effectively utilising Speech Analytics software to improve our understanding of customer experience, including creating call montages.
• Defining and continually developing leading KPIs to help stakeholders achieve targets.
• Maintaining detailed knowledge of customer and colleague data, processes and work streams to enrich actionable insight.
• Building trusted relationships with stakeholders, to specify, develop and produce high quality insight and analysis.
• Working in collaboration with colleagues to share ideas, adhere to best practice and create an environment which drives creative and innovative insight practices. 
• Proactively seeking out best practice and innovative analytics techniques to improve the quality, efficiency and impact of the insight delivered. 
• Actively driving my own knowledge and understanding of techniques, tools, languages and platforms currently in use within the Analytics & Data Development Team - ensuring that I am a subject matter expert who my peer group can turn to for advice
• Actively developing and growing the technical expertise of the team across the core role - reporting, analysis & insight 
• Supporting the Insight Manager(s) to deliver complex projects - taking the lead on key project streams, accurately timeboxing tasks within a project, helping the Insight Manager(s) to effectively prioritise work and assign work items across the rest of the Insight Analysts as required

You will need

Skills Required:

• Excellent verbal and written communication skills – you must be able to articulate complex ideas in a simple and compelling way
• Very strong attention to detail
• Strong data interrogation and visualisation skills
• Ability to manage & prioritise personal workload

Preferred Skills;
• Tableau
• MS SQL (Intermediate to Expert level)
• Python
• Visual Basic
• Predictive Analytics

Experience Required:

• Proven experience of analysing multiple datasets
• Strong numerical or statistical skills 
• Managing stakeholder relationships 
• Previous contact centre or customer centric organisation experience
   

About us

We are proud to have an inclusive culture at Tesco where everyone is welcome and truly feels able to be themselves. At Tesco, we not only celebrate diversity, but recognise the value and opportunity it brings to enable us to serve our shoppers a little better every day. We strive to create a workforce that reflects our customers not only here in the UK, but worldwide. Our aim is to attract and welcome a diverse range applicants from all walks of life, offering many varying working patterns across our business and we would love to hear from you!

We have recently announced that we will be moving towards a more blended working week – combining office and remote working.  

 We are supportive of colleagues having conversations with hiring managers about what office presence will look like in the context of the role.

 NOTE: Should you be successful in your application, your offer will be subject to and conditional upon you providing your bank account details on your agreed start date.