Overview This role is responsible for producing KPI tracking reports and extracting key data into suitable format to enable the UK business unit to manage performance. Key responsibility is maintaining a standard reporting and comms methodology with partner stakeholders. The scope of data and interactions is across Customer service and collaboration performance. The role holder will have to work in partnership with respective BU CS functional owners to ensure the reports are updated in line with the daily needs of the business whilst also responding to BU update requests or support as required for historical performance tracking. This role is essential to ensure visibility to operational and regulatory performance is clear and timely in representation to enable the teams to continuously improve service. This role is the more senior role which will be supported by the CS snr associates. Responsibilities Conduct regular KPI tracking Complete Ad hoc reports on request for snr mgmt. or stakeholders Provide and communicate preliminary root cause analysis Monthly reporting Continuous improvement of reporting process In addition to tasks associated with the reporting associate above, the analyst will also take ownership of Project manage reporting and analytics development Create and model scenarios in support of Customer collaboration Designing new scorecards / dashboards in partnership with local CS teams requirements Pro-active system analysis for improvement opportunities (automation potential) and fault diagnosis (maintain process / RPA) Support and enable reporting automation (RPA) and report creation using appropriate digitalisation tools (powerBI or equiv.) Investigate and trial new CS tools, supporting development opportunities (i.e. support AI, ML, Prescriptive analytics) Qualifications Advance knowledge of Power BI & Power Automate Basic knowledge of SQL & Python Analytical Mindset Good communication skills