Business Analyst

What the role covers

• Analysing how and why customers get in touch, across human and digital channels
• Forecasting contact volumes from historical data to support planning
• Turning the analysis into clear recommendations for business and customer decisions
• Working with customer operations, digital and marketing teams on changes to the customer journey
• Presenting findings and what they mean to senior stakeholders

What the brief asks for

• Experience as a business analyst or in a similar analytical role
• The ability to turn a business question into useful analysis
• Planning, forecasting and time-series analysis
• Good SQL and Microsoft Office, and experience with a cloud analytics environment
• Clear synthesis and communication with people at every level of seniority

What helps

• Linking customer behaviour, contact volumes and KPIs to business performance
• A business-first approach: the role is judged on the questions it answers, and technical skill supports that