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Customer Care Business Intelligence & Analytics Manager

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John Lewis Partnership

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Location:
United Kingdom , Hamilton

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Category:
IT - Administration

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Contract Type:
Employment contract

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Salary:

59000.00 - 110000.00 GBP / Year
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Job Description:

As a Business Intelligence & Analytics Manager you will serve as a strategic driver of the Customer Care’s data-driven transformation. Be responsible for building and leading a high-performing BI team, developing and implementing a strategic BI roadmap, and fostering a data-driven culture throughout the organisation. Empowering stakeholders to leverage data for informed decision-making, help to optimise operations, enhance customer experience, and drive continuous improvement. Bridging the gap between data and action, ensuring that data insights are translated into tangible results and shared with the wider business.

Job Responsibility:

  • Leading and mentoring a team of BI analysts
  • Developing a strategic BI roadmap
  • Fostering a data-driven culture throughout the organisation
  • Collaborating with stakeholders to identify data-driven opportunities and challenges
  • Communicating complex data insights effectively
  • Influencing stakeholders to adopt data-driven recommendations
  • Ensuring data quality
  • Enhancing data literacy
  • Tracking the impact of data-driven initiatives to measure performance
  • Line Manager responsibility

Requirements:

  • Understanding of contact centre processes, metrics, and challenges
  • Experience in a business intelligence or data analytics role, preferably within a contact centre environment
  • Ability to lead and mentor a team of data professionals
  • Proficiency in data analysis tools, programming languages (e.g., SQL, Python), and data visualisation tools
  • Effectively communicate complex data insights to stakeholders at all levels
  • Strategic thinking: Ability to align BI initiatives with broader business objectives and drive data-driven innovation

Nice to have:

  • Relevant certifications in business intelligence, data science, or project management (e.g., Certified Data Scientist, Certified Business Intelligence Professional)
  • Experience with cloud-based data platforms: Proficiency in using cloud-based data platforms (e.g., AWS) for data storage, processing, and analysis
  • Experience with advanced analytics techniques: Knowledge of machine learning, artificial intelligence, and predictive analytics
  • Consulting experience: Experience working in a consulting or advisory role, providing data-driven insights to clients
  • Industry-specific knowledge: Familiarity with industry-specific trends, challenges, and best practices
What we offer:
  • Leisure Learning: up to £200 towards certain tutored courses
  • Partner Discount: 25% off at John Lewis and 20% at Waitrose
  • Clubs & Societies
  • Holiday & Leave
  • Pension & Life Assurance
  • Exclusive Hotels

Additional Information:

Job Posted:
February 14, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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