BI Analyst

London - West

Location: Hammersmith


BI Analyst

To £35,000 per annum + excellent benefits

Hammersmith, London - W6 8BS

Job purpose

In Group BI we have a vision to build a strong central delivery function for Virgin Media in order to deliver accurate and timely information with robust governance and controls.

It’s a big vision. If we get it right, we’ll be better placed than ever to help Virgin Media make the right decisions for our customers and people, all in support of our growth agenda.

An expert in reporting and business intelligence, with the ability to think strategically and get into significant technical depth, you’ll be passionate about helping our company use information in the right way to make good things happen.

* Support the delivery of the consolidated NPS reporting across Virgin Media and the Liberty Global group, based on establishing the right set of core metrics, transparent definitions, centralised reporting data, a rationalised tool set and efficient spend
* Support the delivery of insightful and commercially astute NPS reporting that supports the CEO and senior executive team in making the right strategic and operational decisions
* Develop of analytical approach and framework to provide implications of decisions within customer experience, effectiveness and budget optimization

Principle responsibilities
* Support the development and implementation of a consolidated customer experience (NPS) measurement framework and reporting strategy across Virgin Media and the Liberty Global group.
* On a weekly and monthly basis evaluate, analyse and report the NPS results, highlighting key trends/patterns/areas for development to relevant departments and managers.
* Proactively seek out trends and new insights from the data and using this to inform, guide and drive key business decisions and opportunities.
* Ownership of the definition of NPS metrics and survey design, including the design and implementation of any weightings and adjustments.
* Management of the third-party agency tasked with delivering NPS surveys on behalf of Virgin Media, and ensuring accuracy and clarity of the data returned to the business. Ensure methodological rigour, including sampling and techniques used
* Design, delivery and ownership of reporting solutions that are accurate, timely, innovative and support key strategic decision making.
* Support delivery of performance commentary to the CEO and senior executives based on a thorough understanding of recent trends and performance drivers.
* Establish a robust data governance process to ensure a zero tolerance approach to data breaches.
* Effective management of stakeholder relationships across the Customer, Consumer, Finance and Technology divisions of Virgin Media to achieve BI objectives.

Key interfaces
* Close working with relevant divisional Directors and Heads of Department to evolve Virgin Media’s NPS capability
* Close working with external third party agency

Essential knowledge, experience and skills
* Proven experience working in an industry leading insight/NPS team in an in house large organisation or for client brands in a leading research company.
* Experience in NPS metric and output design
* Strong attention to detail and zero tolerance of reporting errors
* Good stakeholder management
* Good understanding of reporting best practice
* Strong resilience and ability to handle problems and barriers in order to meet objectives and achieve transformation

Required key skills (functional / technical)
* Highly numerate with strong attention to detail and accuracy
* Strong Microsoft skills
* SQL data skills
* Experienced in using Qlik
* Excellent communication and presentation skills

We’re a great place to work - and we offer impressive benefits too! You will get a generous holiday allowance, contributory pension, performance related bonus and, of course, discounts across Virgin Media products and Virgin brands!

We embody the principles of what it is like to be part of the Virgin family. We are a collaborative bunch, and like to be a place where ideas and new ways of working can be forged.

Come and be a part of something special. Join us!