Advanced Analytics Senior Analyst - Customer Excellence

who enjoys getting hands-on with complex data, asking the right questions and translating analysis into insights that help the business understand what is happening, why it matters and where action may be required. You'll work across the analytical lifecycle, from sourcing and wrangling data through to investigating patterns, developing insights and communicating your findings through reporting and visualisation. In achieving this, you may expect to:

• Use advanced SQL and Python to source, prepare, reconcile and analyse large and complex datasets.
• Investigate complaints data to identify emerging themes, root causes, recurring issues and meaningful changes in customer experience.
• Apply LLM-enabled analytical techniques to help summarise large volumes of unstructured complaints data and identify underlying themes more efficiently.
• Think carefully about how data is prepared and structured for LLM consumption, balancing analytical value with efficient use of the technology.
• Take a proactive, investigative approach to analytics, looking beneath headline numbers to understand what the data may be signalling before an issue becomes more widespread.
• Build and maintain high-quality reporting and visualisations using Tableau and/or Power BI for senior business stakeholders.
• Support regulatory and governance reporting, where accuracy, timeliness, reconciliation and confidence in the underlying data are essential.
• Translate complex analytical findings into clear, commercially meaningful insights that enable senior stakeholders to understand issues and make informed decisions.
• Work collaboratively with stakeholders across the business to understand whether actions are improving outcomes and where further investigation may be needed.

Success in this role will require someone who combines strong technical capability with genuine curiosity about what the data is telling them. As such, capabilities required will include, though not limited to:

• Strong SQL capability, with experience querying, manipulating and analysing large and complex datasets.
• Hands-on Python skills for data preparation, wrangling and advanced analysis.
• Experience working with Tableau and/or Power BI, with the ability to take reporting from underlying data through to a polished, stakeholder-ready output.
• Strong analytical and problem-solving skills, with the curiosity to investigate patterns rather than simply report numbers.
• An ability to work with messy or unstructured data and turn it into a form that can be meaningfully analysed.
• Experience translating complex data into clear insights for business stakeholders.
• A strong attention to detail, particularly where reporting requires reconciliation, governance or regulatory accuracy.
• Good communication and stakeholder-management skills, with the confidence to explain what the data means and why it matters.

Highly regarded:

• Experience using LLMs, generative AI or NLP techniques to analyse unstructured text or large-scale datasets.
• Exposure to API-based LLM solutions or similar emerging analytical technologies.
• Experience working with customer, complaints, product, regulatory or operational datasets.

This is an opportunity to work with rich, complex customer data and use advanced analytics to solve problems that genuinely matter. You'll have the opportunity to:

• Work with large-scale data and emerging technologies, including LLM-enabled analytics, to uncover patterns and insights that may otherwise remain hidden.
• Build your technical capability across SQL, Python, advanced analytics and data visualisation while learning from an experienced and supportive team.
• See your analysis translate into real action, helping senior stakeholders understand emerging customer issues and identify opportunities to improve products, processes and experiences.
• Work on high-visibility analytics where the quality of your thinking, not simply the production of reporting, can make a meaningful difference.