Senior Mi Analyst

Senior MI Analyst

Dearne Valley, Rotherham, S63 5DJ

£30k – £34k depending on experience + benefits

About the role:

We are currently looking to recruit an experienced Senior MI Analyst to join our Customer Management team based at our Dearne Valley, Rotherham site. As a Senior MI Analyst you will support the “Client Intelligence Managers” and “Head of MI and Analysis” and own the MI client relationship for Capita. Owning regular internal and client report production and to provide analysis and insights, helping to define, build, and implement effective segmentation methodologies, with a view to increasing customer retention, and ultimately generate higher customer spend. You will analyse customer behaviour and campaign performance, providing insight to inform business decision making.

About Capita | Customer Management:

Capita Customer Management is part of Capita plc, the UK’s leading provider of business process management and integrated professional support service solutions, with 68,000 staff across the UK, Europe, South Africa and India.

What you will do:

* Produce all management information, develop reports, suggest improvements and identify discrepancies where necessary
* Production of analysis resulting in clear recommendations and justification for these decisions
* Business owner for client customer segmentation, RFM modelling, retention and reactivation strategy
* Be aware of all new developments (both client and capita led) and their implications, along with maintaining data integrity
* In conjunction with the Senior MI Managers, play an active and prominent role in monthly meetings with unit Operations Managers / Team Leaders / Commercial Team to review performance and recommend improvements to increase contacts and sales using knowledge attained and toolkits such as demographics to influence best time to call
* Analyse and report on customer performance by customer segment to facilitate decision making
* Use of statistical analysis tools such as Minitab, SPSS, Answer Tree and Microvision to aid the enhancement of the operational reporting into a tool kit, to establish what factors influence KPI performance
* Proactive development of bespoke data models to predict customer churn and customer lifetime values using statistical modelling software, for use within inbound / outbound call campaigns.
* Assist the client with the review of and assessment of implementing customer loyalty schemes
* Produce customer files for marketing/promotional campaigns
* Analyse and report on campaigns and marketing promotions in terms of response, order value, order code demand, discount levels, and commercial investment resulting in comparable contribution measures by activity and year on year
* Recommend, analyse and report on strategic and tactical tests through the use of appropriate control groups, and using relevant KPIs as agreed with managers, ensuring the accuracy and statistical validity of all results
* Assess performance of Inbound and Outbound telephony and other marketing campaigns, working with the rest of the Operation Services Management team to identify what factors are influencing the KPIs that drive revenue

Your experience will include:

* Ability to think on feet with the ability to come up with innovative new methods of analysing data
* Strong analytical skills
* Good communicator: balances talking and listening in meetings, communicates complex issues simply and clearly, shares ideas and knowledge with others, ability to influence and challenge in a cross-functional environment
* Excellent knowledge of Microsoft products; ideally an advanced user of Excel including knowledge and experience of using Visual Basic
* At least 3 years in a results driven Information environment within Call Centre would be advantageous including experience of Management Information; Marketing Database analysis and Project Management
* Experience in using Business Objects and or equivalent. Can demonstrate ability to operate and work at Advanced level report writing. Knowledge and application of Business Objects accessing Multi Universes
* Knowledge of Customer Segmentation techniques, in particular RFM
* Knowledge and application of the 80/20 rule to identify where most of the benefit of a Call Centre campaign is generated
* Proven track record in data analytics, provides insight as well recommendations for changes and convinces key decision makers of business benefits of the proposed solutions
* Knowledge and application of Call Centre Infrastructure – telephony systems and associated data outputs would be an advantage

What’s in it for you?

At Capita, training and development aren’t optional extras: they’re how we do our job. We will motivate you to perform at your peak, recognising your achievements and rewarding them appropriately. As well as a generous basic salary we also give you 23 day’s holiday rising to 27, company pension scheme and access to voluntary benefit options including; child care vouchers, share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle

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Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership

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