Business Analyst

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Business Analyst

Customer Operations

Based Luton

Excellent Salary + Bonus

easyJet already has Europe’s No1 air transport network, flying more of the top 100 routes than any other airline and carrying circa 50 million business and leisure customers across 29 countries last year.

Underpinning its commitment to customer service, easyJet has created this new role for an experienced Analyst to develop core reporting and insight into the quality of their customer operations, focussing on outsourced contact centres and enhancing the service proposition and business value.

The Role:

-Reporting to the Head of Customer Operations with a brief to proactively design, create and develop a comprehensive suite of Management Information to meet the business needs of the Customer Operations team;

-Developing detailed analysis and KPI’s for key call centre metrics and customer satisfaction data, identifying customer contact trends and accurately forecasting contact volumes, to drive decision-making and productivity improvements;

-Working closely with the Contact Centre Operations Manager and outsourced providers to accurately forecast FTE requirements, including the impact of operational issues "on the day";

-Ad hoc analysis and reporting, driving the delivery of information that is easily accessible, paints a compelling picture and delivers added value/benefit to the business.

Candidate Requirements:

-Demonstrable experience of success in an Analyst role, with a proven track record of developing insightful Management Information gained in a complex, service-orientated and fast-moving environment;

-Graduate calibre, ideally with a relevant, numeracy-based degree e.g. Math’s, Statistics or Operational Research;

-Strong analytical capability with experience of modeling, sampling and statistical techniques, particularly using SQL to manipulate and analyse data;

-Highly commercial with first class communication & presentation skills;

-Ambitious, with a passion for continuous improvement and the tenacity, resilience and drive necessary to progress in a dynamic, truly egalitarian organisation.