Customer insights analyst Work, Jobs in Cannock, Sts (with Salaries)

Real Time Analyst
Culligan UK limited —Wolverhampton
- £28,000 - £35,000 a year
- Full-time
- Analysis skills
- Bachelor's degree
- Employee assistance programme
- Sick pay
Quick apply
4d
Sales & Operational Planning Analyst
Tarmac —Solihull
- Microsoft Excel
- Military
- ERP systems
- Employee discount
Sourcing Analyst
Tarmac —Solihull
- Microsoft Excel
- Military
- ERP systems
- Employee discount
Operations Performance & Reporting Manager
BNP Paribas —Solihull
- Full-time
- Hybrid work
- Employee discount
Sales & Commercial Specialist
Epwin Group PLC —Tamworth
- Full-time
- Sales
- Communication skills
Quick apply
10d
Risk & Modelling Consultant
Hymans Robertson LLP —Birmingham
- Full-time
- Hybrid work
- Microsoft Excel
- Analysis skills
- Leadership
Quick apply
1d
PPC Manager
Walker & Sloan —Birmingham
- Up to £50,000 a year
- Full-time
- Remote
- Leadership
4d
Data Engineer
Capgemini —Birmingham
- Hybrid work
- Azure
- Java
- AWS
Evaluation Analyst
West Midlands Combined Authority —Birmingham
- £40,539 - £45,342 a year
- Part-time
- Microsoft Excel
- Microsoft Office
- Analysis skills
- Annual leave
- Employee discount
11d
Actuarial Analyst - Pricing (UK Mid-Market)
Zurich Insurance —Birmingham
- Full-time
- SQL
- Communication skills
- Python
- Flexible schedule
Data Analyst
Imperio Digital Business Solutions —Birmingham
- £2,750 - £3,000 a month
- Full-time
- Microsoft Excel
- Sales
- Data analysis skills
Quick apply
Data Analyst
2 Sisters Food Group —Birmingham
- Full-time
- Hybrid work
- Microsoft Excel
- Bakery
- Organisational skills
- Annual leave
- Employee assistance programme
Planning and Reporting Analyst
Cadent Gas —Wolverhampton
- £35,541 - £41,814 a year
- Hybrid work
- Communication skills
- Employee discount
6d
Lead Asset Data & Information Analyst
ISS Facility Services —Birmingham
- Remote
- Microsoft Excel
- Maintenance
- Continuous improvement
Quick apply
Business Analyst
Gymshark —Solihull
- Hybrid work
- Engineering
- Analysis skills
- APIs
- Employee discount
- Gym membership
Quick apply
10d
Senior Business Analyst - ToM
Homes England —Birmingham
- £51,076 - £59,570 a year
- Full-time
- Hybrid work
- Presentation skills
- SharePoint
- Annual leave
- Employee assistance programme
5d
Data Analyst
ISS Facility Services —Birmingham
- Data analysis skills
- SQL
Quick apply
5d
Quantitative Risk Analyst
E.ON Energy Markets —Solihull
- £37,659 - £50,250 a year
- Full-time
- Hybrid work
- C++
- Python
- Annual leave
12d
Marcus by Goldman Sachs, Workforce Analyst, Birmingham
Goldman Sachs —Birmingham
- Full-time
- Microsoft Excel
- Communication skills
- Banking
- Employee assistance programme
Workday HCM Configuration Specialist (UK based)
RSM UK —Birmingham
- Full-time
- Hybrid work
- Presentation skills
3d

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Real Time Analyst

Culligan UK limited -
Wolverhampton

Quick apply

Job details

Full-time
£28,000 - £35,000 a year
4 days ago

Benefits

Cycle to work scheme
Company pension
Employee assistance programme
Sick pay
On-site parking

Qualifications

Analysis skills
Bachelor's degree

Full job description

The Real Time Analyst is responsible for monitoring, analysing, and managing real-time operational performance across Customer Experience to ensure service levels, case SLAs, productivity targets, and customer experience standards are consistently achieved.

The role acts as the operational control point for customer contact channels, proactively monitoring telephony performance, Salesforce case queues, workforce utilisation, and schedule adherence. Through real-time analysis, insight, and stakeholder engagement, the Real Time Analyst identifies risks, opportunities, and emerging trends, ensuring resources are deployed effectively to protect customer outcomes and operational performance.

Working closely with operational leaders and key stakeholders, the role supports service delivery, workforce optimisation, continuous improvement, and data-driven decision making across the Customer Experience function.

The role combines strong analytical capability with active operational engagement, maintaining a visible presence within the operation to support decision making, communicate priorities, manage resource movements, and drive performance improvements in real time. The Real Time Analyst will build strong relationships across Customer Experience and be confident engaging with colleagues and leaders at all levels.

Requirements

Real-Time Performance Monitoring

Monitor contact channels, Salesforce queues, and operational performance.
Track KPIs including Service Level, AHT, SLA performance, occupancy, utilisation, and productivity.
Identify risks, recommend actions, and escalate service impacts where required.

Resource Planning & Management

Manage intraday staffing and align resources to customer demand.
Recommend resource allocation across channels and priorities.
Coordinate coaching, training, meetings, and offline activities to minimise service impact.

Workload & Queue Management

Monitor Salesforce case queues, workload distribution, case ageing, and SLA performance.
Identify bottlenecks, capacity risks, and workload pressures.
Support prioritisation and recovery planning to maintain service levels.

Workforce Performance

Monitor schedule adherence, agent availability, productivity, and utilisation.
Analyse adherence and Not Ready trends.
Provide insight and recommendations to improve performance.

Analysis & Reporting

Analyse contact volumes, performance trends, and customer contact drivers.
Produce operational reports, dashboards, and management information.
Highlight risks, opportunities, and improvement actions.

Incident & Service Management

Support operational incidents, service disruptions, and recovery plans.
Assess service impacts and recommend resource deployment strategies.
Communicate risks and performance updates to stakeholders.

Stakeholder Engagement

Build strong relationships with operational leaders and key stakeholders.
Support decision-making through data-led insights and recommendations.
Act as a trusted partner in achieving service and business objectives.

Continuous Improvement

Identify opportunities to improve processes, reporting, and service delivery.
Support change initiatives and operational best practices.
Promote a culture of continuous improvement and data-driven decision making.

Benefits

23 Days Holiday + Bank Holidays
Company Pension Scheme
Company Sick pay (after qualifying period)
Cycle to Work Scheme Available
Employee Reward & Discount Platform
24/7 access to Employee Assistance Program through Health Assured
Access to on-going learning and development via our online learning platforms
Onsite parking available
Life Assurance Scheme

Quick apply

Refine Your Search

customer insights analyst jobs in cannock, sts

Real Time Analyst

Sales & Operational Planning Analyst

Sourcing Analyst

Operations Performance & Reporting Manager

Sales & Commercial Specialist

Risk & Modelling Consultant

PPC Manager

Data Engineer

Evaluation Analyst

Actuarial Analyst - Pricing (UK Mid-Market)

Data Analyst

Data Analyst

Planning and Reporting Analyst

Lead Asset Data & Information Analyst

Business Analyst

Senior Business Analyst - ToM

Data Analyst

Quantitative Risk Analyst

Marcus by Goldman Sachs, Workforce Analyst, Birmingham

Workday HCM Configuration Specialist (UK based)

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