What you’ll be doing
1. Responsible for weekly performance reporting and insight for service journeys, conversation and messaging
2. Deep diving into the data on a weekly basis to provide further insight to the Commercial Managers for example assessing impact of incidents on digital journeys or monitoring the performance of new features
3. Ad hoc analysis to support decisioning making across service, messaging and conversation
4. Own a number of service models – Update them on a weekly / monthly basis and provide insight and recommendations
5. Support the Engagement team to drive Monthly Active Users and over time review any initiatives they have gone live with to understand the commercial benefit
Specific Skills and Experience
6. Knowledge of the UK telecoms market including understanding the service levers within a digital channel
7. Understanding of how the contact centre works operationally and the big call drivers
8. Strong Excel skills to summarise large data sets into insights and recommendations
9. Ability to present data in PowerPoint to various stakeholders from Service and Sales
Our leadership standards
Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.
Benefits
10. Competitive salary
11. 25 days annual leave (plus bank holidays)
12. 10% on target bonus
13. Life Assurance
14. Pension scheme
15. Direct share scheme
16. Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
17. 50% off EE mobile pay monthly or SIM only plans
18. Exclusive colleague discounts on our latest and greatest BT broadband packages
19. BT TV with TNT Sports and NOW Entertainment
20. 50% discount for friends and family on EE SIM Only plans & airtime element off a Flex Pay plan