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Data & Insights Analyst Operations Location Belfast, United Kingdom Language English Apply Now SummaryWe’re looking for a data-driven analyst with proven experience working with a major retailer to join our Customer Service team as a strategic partner. This role will focus on uncovering actionable insights that demonstrate the return on investment of our customer service operations, identifying opportunities for improvement, and proactively informing leadership of emerging trends and risks before they surfaceDescription

What you’ll be doing

Partner with Customer Service leadership and a major retailer to define key performance indicators (KPIs) and ROI metrics that demonstrate the value of the function.Collect, analyze, and interpret data from multiple sources (customer service systems, finance, sales, product feedback, QA reports, etc.) to deliver meaningful insights.Build dashboards and automated reports to provide a real-time view of performance and early indicators of issues or opportunities.Conduct deep-dive analyses to uncover root causes of customer issues, operational inefficiencies, or emerging risks.Provide data-backed recommendations for strategic initiatives that improve customer satisfaction and business outcomes.Collaborate with cross-functional teams (Product, Sales, Finance, Marketing) to align data insights with broader company goals.Identify and communicate trends in customer behavior, service quality, and operational performance before they impact business performance.Support business cases and presentations for leadership with clear, evidence-based insights.

What you’ll need

Strong analytical and problem-solving skills, with hands-on experience using tools such as SQL, Power BI/Tableau, Excel, or equivalent analytics platforms.Proven ability to translate complex data sets into clear, actionable business insights that drive decision-making.Demonstrated experience with customer service metrics, performance reporting, and process improvement initiatives.Solid understanding of ROI analysis and financial impact modelling to support strategic recommendations.Excellent communication and stakeholder management skills, with the ability to confidently present data-driven insights to senior leadership.Ability to work proactively and independently, anticipating business needs and identifying risks or opportunities before being prompted.Critical requirement: Proven experience linking, integrating, and interpreting data for a major retail environment. Candidates must have a strong understanding of large-scale retail data structures, customer journeys, and retailer-specific performance metrics, as this capability is vital to the success of the role.Bonus: Experience with predictive analytics, forecasting, or early-warning monitoring systems.

Success in this role means:

Leadership has clear visibility of customer service ROI and value-add to the business.Data-driven insights influence strategic decisions.Emerging issues are identified and addressed before they escalate.The analyst is recognised as a trusted advisor and thought partner for customer service strategy
 Concentrix is an equal opportunity employer We're proudly united as one team, one company, globally. We're committed to equal employment opportunities for all candidates and a work environment free from discrimination and harassment. All our recruitment practices are based on business needs, job requirements, and professional qualifications, without regard to race, age, gender identity, sexual orientation, religion, ethnicity, family or parental status, national origin, disability, or any other classification protected by applicable national laws.  Apply Now