Insight & Reporting Analyst

This is an exciting opportunity to join one of the UK's oldest and most reputable non-profit Housing Associations. This is an exciting opportunity for an experienced Insight & Reporting Analyst to really make a difference, through extracting meaningful insights, and creating recommendations from diverse data-sets.

This role reports directly into the Director of Digital Services & Customer Contact, and plays a pivotal part in shaping continuous improvement and generating in-depth insights that can address systemic issues to reduce recurrence.

As the Insight & Reporting Analyst for Contact Centre & Complaints, you will be responsible for meticulously collecting, analysing, and presenting resident-related data to support strategic decision-making and service enhancements. You'll also play a key role in understanding resident needs, monitoring trends, and identifying the root causes of complaints to improve overall service.

Key Responsibilities:

Data Gathering and Analysis:

• Use advanced analytical techniques to extract insights from diverse datasets related to operations, resident demographics, and service delivery.
• Identify patterns, trends, and correlations within data to uncover opportunities for enhancing resident experiences and operational efficiency.
• Translate complex data findings into clear and concise narratives, making the insights accessible to stakeholders with varying levels of technical expertise.

Reporting and Presentation:

• Prepare detailed reports that synthesise complex data into digestible formats, highlighting key findings and actionable recommendations.
• Present findings and recommendations to senior management and cross-functional teams to drive informed discussions and consensus on strategic priorities.

Continuous Improvement and Stakeholder Engagement:

• Develop data-driven recommendations to improve resident satisfaction and achieve organisational objectives.
• Engage with key stakeholders to inform continuous improvement efforts, providing guidance for informed decision-making based on data insights.
• Stay updated on emerging data analysis techniques, tools, and industry best practices to continually enhance analytical capabilities and operational efficiency.

Skills, Experience, and Qualifications:

• Strong analytical skills with the ability to interpret complex data-sets and extract actionable insights.
• Experience in customer analytics and insights leading to service improvement.
• Relevant qualifications in data-related fields are advantageous but not essential.
• Excellent communication skills, both verbal and written, to convey technical concepts to non-technical stakeholders.
• Experience in conducting root cause analysis and identifying failure demand for continuous improvement.
• Proven experience in preparing detailed reports and presenting findings to senior management and cross-functional teams.

If this sounds like you, then please apply directly! We would love to hear from you.