Senior Insights Analyst – Customer Operations
As a Senior Insights Analyst in the Customer Operations Insights team, you will be responsible for the detailed analysis of large complex datasets to assist in the development and implementation of improvement projects across Customer Operations that would particularly benefit Customer Experience, and enhance Customer activity on our sites.
You would be responsible for improving projects using analytics across teams in the department such as Customer Service, Fraud, Payments and Responsible Gambling.
Utilising data to identify areas of improvement for both the customer and the business, providing insights and ideas to senior managers to help shape how this fast paced, evolving business operates efficiently, with benefits for the customer and the customer operations department.
Partnering with project leads to identify relevant metrics across multiple processes and projects.
Being a senior point of contact for the data analysts on the Customer Insights team, leading them towards best insights practises.
Reviewing daily, weekly, monthly performance metrics and recommend changes/improvements in both the reporting/process.
Measuring ROI/Impacts on changes made, turning the results into management information consumable by senior management (including Executive committee level).
Become a subject matter expert within the business on understanding the relationship between customer interaction data and the value driven by customer operations performance data.
Measure and analyse historical Paddy Power Betfair interaction strategies and report on trends.
Strong academic background, to degree level or above in a mathematical or scientific field.
Analytical and problem solving skills based on a data driven approach.
High level of commercial acumen and a deep understanding of the key drivers of a business.
Experience working with large complex datasets to derive insight and analysis.
Data manipulation and extraction skills are desired using some or all of: SQL, Redshift & Aurora, Oracle DW, MS SQL Server, including advanced skills in data visualisation using SQL, Visual Studio (Microsoft BI Packages) and Tableau.
Ability to take large swathes of information and present it to non-experts in a highly visual format.
Great attention to detail to execute flawlessly at speed.
Strong communication skills.
Desire to ask questions and learn from stakeholders on their team’s operations and ways of working.
A willingness to challenge and think differently.
An ability to lead a pod of data analysts in driving actionable data insights throughout customer operations.
Education, Qualifications & Experience
Relevant degree qualification essential.
3-4 years Data Analysis and insight experience important.
Formalised training or demonstrable strong experience in SQL important.
We all play to win. But we always remember the playing is every bit as important as the winning. We never forget our responsibilities to consumers and the wider communities we operate in. Paddy Power is an equal opportunity employer and supports workforce diversity.
By submitting your application online, you agree that: your details will be used to progress your application for employment. If your application is successful, your details will be used to administer your personnel record. If your application is unsuccessful, we will retain your details for a period no longer than two years, in order to consider you for prospective Paddy Power roles.
In February 2016, Paddy Power and Betfair merged to form one of the largest online betting operators in the world: Paddy Power Betfair plc. The merger propelled the enlarged group into the FTSE 50.
The Paddy Power brand boasts an international multi-channel betting and gaming group. The Paddy Power brand is widely seen as one of the most distinctive consumer brands in Europe. The Betfair brand is famous for Innovation. Betfair pioneered the betting exchange in 2000 – a product which altered the landscape of the sports betting industry.
Today, Paddy Power Betfair is a force to be reckoned with. We have a market-leading presence in the UK, Ireland, Australia and the USA, as well as a range of B2C and B2B operations across Europe.