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Job reference number 299341

Customer and Product Analyst - London (Hybrid) - Permanent
Competitive salary
Car allowance of £4200 or £3700 cash equivalent
Full family private healthcare
Annual bonus potential
Generous annual leave offering of 27.5 days, plus bank holidays, increasing to 30 days after 10 years service
Company pension scheme with highly competitive contribution rates
Full time
Permanent

This is a hybrid working role, with flexibility required to attend our London office in line with business needs.

At Royal Mail we’ve served our communities for over 500 years, helping to lead and transform the postal delivery market on a global scale. Our journey to improve never stops, and that’s where we need you.

Are you a proactive, organised individual with a keen analytical eye? Do you have advanced Excel and Data Modelling skills? If so, we would love to hear from you. We need someone who has the energy, ambition, and expertise to be part of Royal Mail’s change story! Interested? More details and how to apply can be found below.

Reporting into the Head of Wholesale Products, you will gather and analyse customer, market, and operational data to ensure the Wholesale business unit is meeting its volume, revenue, and customer performance targets.

About the role
You will develop a deep understanding of the product and customer trends and collaborate with cross-functional teams to identify requirements, define product features, and prioritise development efforts.

You will produce and analyse customer and product data to:
o help maximise the efficiency of mail for customers and for Royal Mail
o develop levers for letters volume to maximises the value of mail to Wholesale customers
o calculate and publish overall Royal Mail volume fall to earth data for each quarter
o ensure customers are on the best price plans and to assess their price plan performance
o ensure customers are using the most appropriate products for their needs
o analyse quarterly quality of service and perform calculations if compensation is payable

You will lead the development and improvement of business process and management tools that underpin product improvement and performance management activity, finding better and more efficient ways to use and report data.

You’ll establish, build, and maintain relationships with customers, colleagues, and IT partners to scope, implement and communicate product developments, whilst ensuring change is integrated into other relevant businesses processes.

You will work with internal experts and external agencies to develop new systems specifications that help facilitate the development and enhancement of Wholesale products.

About you
To truly excel in this role, you’ll possess, and be able to evidence, the essential skills and experience listed below:

• Advanced Excel user
• Proficient in analysis, model building and problem solving

o VBA or other programming language [desirable]

• Ability to think through complex issues with proven problem-solving skills
• Experience in scoping and developing products and services

o Product development experience [desirable]
o Project management qualification [desirable]

• Experience of analysing data for the purpose of providing insight into customer and product trends
• Commercial experience with strong influencing skills and excellent ability to communicate technical data and associated insights to colleagues and customers at all levels
• Strong organisational skills and flexibility to adapt to change
• Capability to manage own workload and time

Your career in safe hands

At Royal Mail we value our people and we want our people to be proud to work for our businesses.

We have the assets, the infrastructure and the scale that others don’t, yet we are a big part of the communities we operate in, making billions of precious deliveries each year. We are responsible for the largest B2B customer database in the UK and are one of the largest employers in the UK, providing one in every 194 jobs.

An operation of this size needs a strong support network, and the HR, Legal, Finance, IT, Risk & Governance, Customer Experience, Sales & Marketing departments are all integral to helping us to utilise the latest technology and business approaches to optimise, automate and digitise our operations.

Royal Mail is a forward thinking, innovative organisation, that is also committed to reducing emissions and improving air quality in our communities. This includes investing in technologies such as electric vehicles, drones, alternative fuel trucks and energy improvements to our estate.

Next Steps

The next stage of the selection process will be a face to face interview consisting of competency based and role specific questions, and a task which will be given on the day. We plan to hold interviews the middle of September.

Trust forms the foundation of everything we do in Royal Mail. We want to be transparent about what kind of qualities we are looking for and build trust from the very beginning of your journey with us. The first step is your interview, and we mean ‘your’ interview. We want to give you the opportunity to shine. To enable you to do this, we will provide you with your interview questions ahead of the interview taking place. This will allow you time to prepare, and ensure you have your best examples in mind. Royal Mail Group values both trust, and our people.

Royal Mail are proud of our diverse employee network groups and the active role they play to support belonging and encourage a positive work environment. We are firmly committed to inclusion and passionate about our people representing the communities we serve.

We are happy to support your need for any adjustments during the application and hiring process. Please share the details within your application if required.

Closing Date: Sunday 3rd September. Please note, this advert may close early if the appropriate number of applications has been reached.

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