Customer Care Business intelligence & Analytics Manager

About the roleAs 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.

• Salary - Up to 65,000 dependent on experience.

• Contract type - This position is a Permanent contract.

• Working pattern/flexible working - The Partnership has adopted a hybrid working approach, meaning you will be able to work a mixture between the office and home based upon your personal needs whilst balancing the needs of the business. 

Key responsibilities 

As Business Intelligence & Analytics Lead you will be responsible for leading and mentoring a team of BI analysts, developing a strategic BI roadmap, and fostering a data-driven culture throughout the organisation. Collaborate with stakeholders to identify data-driven opportunities and challenges, communicate complex data insights effectively, and influence stakeholders to adopt data-driven recommendations. Additionally, ensuring data quality, enhances data literacy, and tracks the impact of data-driven initiatives to measure performance. This role does have line Manager responsibility. 

Essential skills/experience you’ll need

• Understanding of contact centre processes, metrics, and challenges

• 5+ years of 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.

Desirable skills/experience you may have 

• Certifications: 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.

About The Partnership

We’re the largest employee owned business in the UK and home of our cherished brands, John Lewis and Waitrose. We’re not just employees, we’re Partners, driven by our purpose to build a happier world. As we look to our future, there’s never been a more exciting time to join us.  

We’re ruthlessly focused on being brilliant at retail. We continue to innovate, adapt and diversify. Never Knowingly Undersold on price, quality and service in John Lewis and passionately serving food-lovers in Waitrose.   

As Partners we all share the responsibility of ownership and in its rewards. We use our voices to contribute to our success, working together through the good and challenging times, holding true to our behaviours and treating everyone with kindness and respect. 

We all own making the Partnership somewhere we belong. Embracing our differences and creating an environment where we’re free to be ourselves and can THRIVE. Growing ourselves individually, and as a collective. 

As Partners, we make all the difference. And, we all own it.  

Important points to note:  

It’s important to note that some of our roles are subject to pre-employment vetting (which may include DBS checks for successful candidates). If required, you’ll be informed and provided with information about vetting during the recruitment process and we encourage you to complete any vetting documents quickly to avoid delays. Any DBS checks required will be carried out by a third-party registered body and financial probity checks may also be required for some of our roles.  

We also recommend that you apply as soon as possible as vacancies can close early if we see a high number of applicants.  

We want all of our Partners to have a good work-life balance and we support flexible working. This might mean flexible or compressed hours, job sharing or shorter hour contracts, where possible. Please discuss this further with the hiring manager during your interview.