Commercial Analyst (EE / Consumer)

Flexible working, 3 days a week together in our London, Birmingham, Darlington or Newcastle office (flexible 2 days remote wherever) There is an investment plan to drive digital transformation across sales and service and reduce the number of calls into the call centre. This role is to support driving commercial performance for customers engaging with the app and web for services and in turn not calling into the call centre. You will also support services via messaging and conversations including Conversational AI and deliver In line with the Consumer Strategy / MTP What you'll be doing

• Responsible for weekly performance reporting and insight for service journeys, conversation and messaging
• Deep diving into the data on a weekly basis to provide further insight to the Commercial Managers for example assessing impact of incidents on digital journeys or monitoring the performance of new features
• Ad hoc analysis to support decisioning making across service, messaging and conversation
• Own a number of service models - Update them on a weekly / monthly basis and provide insight and recommendations
• Support the Engagement team to drive Monthly Active Users and over time review any initiatives they have gone live with to understand the commercial benefit
  
  Knowledge of the UK telecoms market including understanding the service levers within a digital channel
• Understanding of how the contact centre works operationally and the big call drivers
• Strong Excel skills to summarise large data sets into insights and recommendations
• Ability to present data in PowerPoint to various stakeholders from Service and Sales
Our leadership standards

BT has a key role in British society, fostering change and leading technology innovation. From delivering the Olympics, to supporting the emergency services, to investing more into research than any other UK technology company, we take pride in everything we do - and in the people who work here. We're now a global company operating at the forefront of the information age, employing 90,000 people in 180 countries. And we're on a mission. Guided by our core values of Personal, Simple and Brilliant our goal is to help customers, communities and businesses overcome barriers and release their potential. Diversity & Inclusion We hire for culture add, not culture fit. We embrace and encourage everyone to bring their unique personalities to the team, fostering an environment where they can freely express themselves with confidence and support. Our commitment to hiring people from diverse backgrounds enhances our team's values and enriches the quality of our work, allowing us to collectively achieve more than the sum of our individual contributions.

Looking in: Leading inclusively and Safely I inspire and build trust through self-awareness, honesty and integrity. Owning outcomes I take the right decisions that benefit the broader organisation. Looking out: Delivering for the customer I execute brilliantly on clear priorities that add value to our customers and the wider business. Commercially savvy I demonstrate strong commercial focus, bringing an external perspective to decision-making. Looking to the future: Growth mindset I experiment and identify opportunities for growth for both myself and the organisation. Building for the future I build diverse future-ready teams where all individuals can be at their best.,
• Competitive salary
• 25 days annual leave (plus bank holidays)
• 10% on target bonus
• Life Assurance
• Pension scheme
• Direct share scheme
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• 50% off EE mobile pay monthly or SIM only plans
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• BT TV with TNT Sports and NOW Entertainment
• 50% discount for friends and family on EE SIM Only plans & airtime element off a Flex Pay plan