In this role you will turn data into actionable insights to support operational excellence and customer success. You’ll work with the Skills and Employability unit to deliver accurate reporting and drive transformation through data-driven decisions. You will build dashboards and reports, manage governance and data protection, and partner with stakeholders to improve performance. The role combines hands-on analytics with cross-functional collaboration across the business. This is a chance to shape how data informs strategic and operational choices at Serco.
Pay / Benefits
Pension 6% employer matched
Annual leave 25 days + bank holidays
Life assurance 2x base salary (1x if not)
Flexible working
Employee Assistance Programme
Leisure centre discount
Responsibilities
Produce and maintain accurate BAU and ad-hoc reporting with a focus on quality.
Develop dashboards and reports using Power BI and Excel to enable data-driven decisions.
Analyse operational performance and provide actionable recommendations.
Manage reporting requests via ticketing systems and service levels.
Collaborate with stakeholders to understand requirements and deliver MI solutions.
Support implementation and transformation of new systems, telephony, and workforce management solutions.
Maintain reporting governance, access controls, and data protection compliance.
Build strong relationships with operational teams and senior stakeholders.
Contribute to continuous improvement and promote analytics best practices.
Key requirements
Strong analytical and problem-solving abilities with capability to translate data into insights.
Advanced Excel skills (formulas, Power Query, VBA, Data Models).
Experience with Power BI (data modelling, dashboards, reporting).
Strong SQL skills and experience with relational databases and SQL Server.
Excellent communication and stakeholder management.
Understanding of business processes, operational reporting and contact centre metrics.
Ability to manage competing priorities and meet deadlines.
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