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Service Performance Analyst

Date posted 02/08/2022
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Area
Reading
Work location
Dual Location - Home & Reading Office
Contract type
Full-time
Hours per week
37.5
Shift pattern
Standard Working Hours

Three UK is going through a major transformation and our digital experience is at the heart of that. We are in the process of implementing a brand-new technology stack that will deliver radically improved digital and omni-channel journeys and features to provide a market leading experience that will delight our customers.

The digital team is accountable, not only for our digital product, performance and experiences but also informing, influencing and driving the wider business to become a truly digital company that is a benchmark for our industry and beyond. Three has long been an innovator and disruptor within the industry and that’s an area we will continue to drive. We are on a journey and the next 2-3 years will be an exhilarating ride while we roll-out the UK’s fastest 5G network, implement our new technology and launch our new journeys while at the same time bring some very exciting products to market. We want to have the most intuitive, simple and easy to use digital experiences and we want customers to feel recognised, cared for and appreciated.

Three UK is a company on a mission to change and grow - it is a fast-paced environment, and while our organisation is not at the scale of some of our competitors (we think that’s a good thing), it provides agility and a refreshing level of freedom and creativity with the opportunity to gain a breadth of experience

The role leads Journey analysis, monitoring, and optimisation, including contact steering from digital to chat/CC/retail. Working as part of a Digital Service team, you will have responsibility for data analysis and support the wider team to highlight opportunity and providing insight into operational performance.

The role is also key to supporting a digital sale through service roadmap helping the revenue and margin growth

o The role is accountable to drive channel Opex target with delivery in excess £8m
o The role will also be supporting and growing the commercial margin delivery more than £1m

• Own the daily weekly and monthly performance reporting required for the Service team to make informed trading, operational and experience decisions. In particular, but not limited to owning the weekly performance review, the monthly business review, and feeding into key weekly Service forums.
• Share and present performance and insights with agreed monthly and weekly cadence to senior management team in order that they are fully always informed on performance.
• Delivery of actionable insight through analysis of sets of data creating opportunities to help shape the delivery backlog for micro teams working on improving our website and app.
• Work collaboratively with the rest of the Digital Team, Commercial Directorate, and wider Three UK business to utilise information available that will advance our services to our external and internal customers.
• Work closely with colleagues across digital to ensure aligned understanding of data and performance. Identifying linkage of operational performance measures to the cause of customer dissatisfaction.
• Work in an agile manner, constantly seeking the most efficient methods to deliver against business objectives, delivering rapid insights and proof of concepts to stakeholders.
• Collaborate with internal partners to scope experience measurement and deliver insights around content optimisation.
• Provide expertise and consultancy out to the business in specific to Chat Bot, Community and Web-chat performance
• Build strong relationships with the end users of digital data and analytics, contributing to the Digital Analytics community across the breadth of the digital estate.

• Demonstrable & significant experience in the use of Adobe Analytics, Adobe Launch etc...
• Experience in working with web analytics methodologies such as experimentation and testing (A/B testing etc..), competitive analysis, market research.
• Skilled in effective data visualisation, constantly working to improve the use of visualisations to supplement and enhance analytical outputs.
• Innovative and results driven.
• Excellent interpersonal skills - you will be an engaging communicator with excellent storytelling skills, converting data to insight sharing what this could mean with senior stakeholders across the business.
• Capability to work both with autonomy and in partnership with colleagues to find solutions to complex problems.
• Strong critical thinking skills; able to understand goals and objectives of web products and projects and provide recommendations regarding how to use web metrics, customer feedback, and market or industry benchmarks to monitor success towards goals and objectives
• Leadership skills, and strong stakeholder management capabilities. Capable of managing strategic projects and delivery across a project team.
• Team-oriented, collaborative approach & attitude, with the ability to deliver to a high quality and add value to team projects.
• Leadership skills, and strong stakeholder management capabilities. Capable of managing strategic projects and delivery across a project team.

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