BI Data Analyst London, England
Job description
Closing Date: 03.03.23
The Opportunity
Just-Eat Takeaway (JET) is the leading food delivery company within Europe. Millions of customers order from us every month from thousands of restaurants. JET's Customer Services (CS) team supports both our customers and our restaurant partners. We are always looking to offer the best services to our customers. To achieve this, we are in the midst of an exciting transformation challenge, where we are insourcing agents, redesigning our contact channel strategy, improving our processes and policies and introducing more automation and personalization.
The CS BI Analyst will be working for Just-Eat Takeaways' Customer Services dedicated data team. The role's main focus will be on the UK market where you will mainly be supporting our Workforce Planning and Operations teams. You will help these teams get data and insights on our core metrics, agent performance and key drivers behind customer contacts. You will also be responsible to maintain and enhance key management reporting. For the position, we are looking for an enthusiastic data analyst who is eager to learn, is organised and can work well with various stakeholders.
Key Responsibilities
Build, maintain and enhance core KPI dashboards
Do ad hoc data pulls, set up scheduled CSVs, build dashboards
Analyse performance and suggest improvements
Support teams to find root causes of service issues or main drivers of contacts
Partner with central data and product teams to capture all relevant data and align on definitions
Your Profile & Experience
Advanced SQL skills (Big Query, AWS)
Visualisation skills with Tableau (or similar), Google Sheets, Excel
Analytical skills
Attention to detail and accuracy
Self-motivated and organised
Collaborative and communicative
Manages to work well under pressure and can balance multiple priorities
Desired, but not essential:
Experience within Customer Services, Workforce Planning
Experience with telephony, chat and ticketing systems data
Experience with Airflow, Github and Jira
Experience in data analysis
Preferably some experience with Workforce planning or have experience within a call centre environment/customer service metrics
Why work at Just Eat?
Just Eat UK is part of Just Eat Takeaway.com, a leading global online food delivery marketplace headquartered in Amsterdam and listed on the London Stock Exchange.
We've built our business on having the widest choice available on our platform – connecting millions of customers with over 205,000 restaurants across 24 countries - with over 100 different cuisines from local independents to globally famous restaurants, available to order via our app and website.
We provide the platform and tools to help independent restaurants move online and reach a significantly broader customer base – to generate increased orders and grow their businesses. We also provide the insights, advice, and support our growing community needs to satisfy customers and help raise standards across a vibrant takeaway sector.
We're built to deliver behind the scenes too. To make Just Eat Takeaway.com the great company it is, it takes a great team of people. Which is why all of our colleagues are welcomed into a diverse and inclusive workplace where they feel they can belong. We're passionate about nurturing our people and offer a full programme of training and support to our employees – helping them to develop their careers in a way that suits them.
No matter who you are, what you look like, who you love, where you are from, religious beliefs or takeaway preferences you could find your place at Just Eat. We're a diverse and inclusive workplace that promotes a sense of belonging, allowing all of our people to bring their most colourful and complex selves to work every day.
