We’re looking for two technically strong Data Analysts to join our Customer Operations Data & Analytics team.
This is a hands-on role for analysts who enjoy coding, data modelling and turning complex data into clear, actionable insight. You’ll help build the data foundations, reporting and tools that enable Customer Operations to better understand performance, customer journeys and value.
Customer Operations is evolving, with a focus on faster, more connected customer journeys. As Genesys becomes central to how we operate, and AI copilots change how colleagues support customers, this role will play a key part in measuring impact through accurate, scalable data products.
This is not a reporting-only role. You’ll be improving how data is structured, accessed and trusted across the function.
Location
This is a hybrid role based in our Cardiff office, with an expectation of on-site attendance approximately once per week. We’re open to some flexibility around this to support individual circumstances, but regular presence in the office is important for collaboration, team connection, and key in‑person activities.
What you’ll be doing
- Build and maintain dashboards, reporting and analysis
- Write clean, reliable SQL to transform, join and explore data
- Analyse customer journeys, operational performance and value realisation
- Measure the impact of new tools, processes and customer experience changes
- Carry out data quality checks and investigate issues
- Improve existing dashboards to make them clearer, faster and more user-friendly
- Work with stakeholders to understand requirements and deliver useful outputs
- Support self-serve analytics through well-documented, trusted data products
- Build knowledge of Customer Operations, Genesys data and customer journey performance
Essential skills and experience
- Strong coding or technical data skills, particularly SQL
- Experience working with reporting, analytics or business data
- Confident working with data, identifying patterns and investigating issues
- Strong problem-solving skills and attention to detail
- Ability to explain technical concepts clearly to non-technical stakeholders
- Interest in automation, data modelling and improving processes
- Proactive mindset with the confidence to suggest improvements
- Curiosity about customer journeys and operational performance
Nice to have
- Experience with BigQuery, Looker, LookML or Google Cloud Platform
- Experience working in a Customer Operations or contact centre environment
Location
This role is based in Cardiff with a hybrid approach. You’ll be expected to work from the office around 2 days per week, with the flexibility to work remotely for the rest of the time.
Applications will be reviewed on a rolling basis and we reserve the right to close the role early if we receive a high volume of suitable applications.
Admiral: Where You Can
We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.
Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.
We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.
Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.
Disability Confident Leader
As a Disability Confident Leader, for candidates with a disability or long-term health condition, that opt into the Disability Confident scheme, we’ll invite a fair and proportionate number of applicants that meet the essential requirements of the role to the first stage of our selection process.
If you need any adjustments or support with your application or during the recruitment process, just let us know. Please do email here or contact us on 07425324587. This number is dedicated to supporting candidates that require reasonable adjustments or support during the application process.
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