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CX Performance Analyst

Boots -
Nottingham

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Job details

Permanent | Full-time

Benefits

Discounted gym membership
Employee assistance programme
Employee discount

Qualifications

Communication skills
Time management

Full job description

274018BR

CX Performance Analyst

Nottingham, Nottingham Support Office

Permanent

Full-time

Job Description

Contract: Full-Time, Permanent / Secondment
Location: Nottingham (Support Office)
Recruitment Partner: Daniel White, [email protected]

Are you ready to make a difference? Join us at Boots as a CX Performance Analyst in our Central Operations team based in Nottingham, Beeston. Here at Boots, we work every day to build a brilliant environment for our people, empowering them to make a positive impact on our customers and colleagues.

As a CX Operations Performance Analyst at Boots, you’ll support real‑time performance across our Customer Support Centre, helping to meet our KPIs, productivity, and customer experience throughout the day.

This is a fast‑paced operational role within our Contact Centre, reporting to the CX Operations Performance Manager and working closely with operational leaders and teams across the business. We have the capacity to recruit for this role in both a Permanent and Seconded basis.

What you’ll be doing

As a CX Performance Analyst, you will:

Deliver day‑to‑day real‑time performance management, monitoring live volumes, queues, service levels, and productivity across all channels
Take intraday action in line with agreed plans to respond to changes in demand, absence, and workload
Ensure resources are deployed effectively to maintain service and productivity
Provide clear, timely updates to Team Leaders and Operations Managers throughout the day
Act as a key point of contact for real‑time operational queries during your shift
Capture intraday issues, patterns, and exceptions

What you’ll need to have (our must-haves)

Experience working in a contact centre or live operational environment
Strong attention to detail and confidence working with numbers and data
Ability to interpret live information and follow agreed plans accurately
Clear and confident communication skills
Ability to remain calm, focused, and organised in fast‑paced situations
Strong time‑management and prioritisation skills
A proactive, reliable, and team‑focused approach
Flexibility to support operational delivery, including working 1 weekend in 5 as part of a rota

It would be great if you also have

Exposure to real‑time performance, workforce, or scheduling activities
Experience supporting intraday service delivery or operational coordination
Familiarity with service level or productivity measures
An interest in developing a career in performance or workforce operations
Experience working across multiple channels in a customer service environment

Where your brilliance can take you

At Boots, we believe in your potential. You’ll have opportunities for career development and progression, with the support of a team that champions your growth.

Rewards designed for you

Boots Retirement Savings Plan (up to 12% company contribution)
Generous employee discounts for you and a family member
Enhanced maternity/paternity/adoption leave pay
Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
Flexible benefits scheme including options for additional holiday, discounted gym membership, life assurance, and much more.

There’s lots more in our benefits and discounts, MyBoosts – there to give you that little lift in your everyday. Find out more at http://boots.jobs/rewards. Exclusions may apply; eligible roles only.

A bit about us

At Boots, we're proud to be an equal opportunity employer, creating a place where everyone feels welcome, supported, and free to be themselves. We believe that when our people feel valued and included, they thrive, so we're committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.

What’s next?

If you apply, our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time, we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you be at your best.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

We hope to hear from you soon. Be brilliant with Boots.

Business Area

Support Office

Function

Customer Support Centre, Retail & Central Operations

Keywords

(CX, Performance, Analyst)

Hours per week

37.5

Latitude,longitude 1

52.927182,-1.183948

Is this a Global Brands req?

Airport

Should this appear on the No7 Beauty Company website?

Company

Non Stores

Division

Non Stores

Should this vacancy be excluded from being posted onto the Boots.jobs career site?

Region

East Midlands

Area

East Midlands (non stores)

Store

Nottingham Support Office

Req Posted Date

12-May-2026

County

Nottinghamshire

Country

Address 1

Recruitment Service Centre (D94)

Address 2

Thane Road

Address 3

Nottingham

Post Code

NG90 1BS

Source

Boots

Apply Now

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