Customer and AI Insight Analyst
Contract: full-time & permanent
Location: UK - WFH with travel to United Kingdom sites as required
Salary: £30,000 - £33,000 DOE
Great Benefits
Role Overview
The Customer & AI Insights Analyst will play a key role in transforming operational and AI data into meaningful business intelligence that delivers value both internally and externally.
The role has two core responsibilities. Firstly, the successful candidate will develop and manage our Customer Insight as a Service proposition, producing industry specific insight reports that leverage our existing analytics platforms to identify customer behaviours, emerging trends, operational pain points and opportunities for improvement. These reports will become a key value added service for our clients, strengthening strategic partnerships and demonstrating the value of our data capabilities.
Secondly, the role will establish and maintain reporting frameworks that measure the adoption, performance and business impact of AI solutions across the organisation. This includes developing executive dashboards, tracking AI utilisation across multiple technology platforms, and conducting post-implementation benefit reviews to ensure AI investments deliver measurable operational and commercial outcomes.
The ideal candidate will combine strong analytical capability with commercial awareness, storytelling skills and a passion for using data to influence business decisions.
Key Responsibilities
Customer Insight as a Service
- Design and develop the UK & Ireland Customer Insight as a Service proposition.
- Produce monthly vertical specific customer insight reports across key industries including Banking, Insurance, Retail, Utilities and Public Sector.
- Analyse customer interaction data to identify behavioural trends, recurring customer issues and operational opportunities.
- Translate complex datasets into clear business insights and executive level recommendations.
- Develop standardised reporting templates and insight frameworks that can be consistently delivered across client portfolios.
- Work closely with Client Services, Operations and Digital teams to ensure reports address client priorities and strategic objectives.
- Continuously evolve the insight offering by incorporating new data sources, AI-generated insights and industry benchmarks.
AI Performance & Reporting
- Develop executive dashboards measuring AI performance across all deployed AI products.
- Monitor AI transaction volumes, automation rates, containment, adoption and operational performance across multiple AI platforms.
- Consolidate reporting from various technology providers into a single executive reporting framework.
- Produce regular reporting packs for senior leadership highlighting AI performance, trends and opportunities.
- Ensure data quality and reporting accuracy across all AI performance metrics.
- Conduct post-implementation reviews for AI and digital transformation projects.
- Measure operational improvements against agreed business cases and success metrics.
- Quantify financial benefits including productivity improvements, cost savings and efficiency gains.
- Identify lessons learned and recommend optimisation opportunities following deployment.
- Produce benefit realisation reports for executive stakeholders.
Continuous Improvement
- Identify opportunities to improve reporting automation and analytical capability.
- Explore new AI and analytics tools that enhance reporting and insight generation.
- Support the wider Digital Products & Transformation team with analytical expertise.
- Promote best practice in data visualisation, reporting and business intelligence.
Core Skills
- Strong analytical skills with experience interpreting large operational datasets.
- Experience creating dashboards, reports and business intelligence solutions.
- Advanced Microsoft Excel skills.
- Experience with Power BI, Tableau or similar visualisation platforms.
- Strong understanding of KPI development and performance reporting.
- Ability to translate complex analysis into clear commercial recommendations.
- Experience producing executive-level reports and presentations.
- Strong problem-solving and critical thinking capability.
- Excellent attention to detail and analytical accuracy.
- Understanding of AI performance metrics and benefit measurement.
- Ability to work with multiple technology platforms and reporting sources.
Desired Skills
- Experience working within a BPO, contact centre or customer operations environment.
- Experience producing customer journey or customer behaviour analysis.
- Knowledge of AI products such as conversational AI, Agent Assist and automation platforms.
- Experience with SQL or other data querying tools.
- Experience using Power BI, Microsoft Fabric or similar enterprise analytics platforms.
- Experience conducting benefits realisation or ROI assessments.
- Understanding of customer experience (CX) metrics including NPS, CSAT, CES and Voice of Customer.
- Degree in Business Analytics, Data Science, Mathematics, Economics or a related discipline.
- Experience working with large enterprise datasets and multiple reporting platforms.