Customer & Viewer Services Insight and Customer Analyst

Customer & Viewer Services Insight and Customer Analyst

Viewer Services

FTC: 7 Months

Office location: ITV Gas Street, Birmingham

Hiring range: £25,000 - £28,000

For more information please email TalkingCareers@itv.com

Your work matters to millions.

Shaping culture is in the DNA of ITV. So, it’s not surprising that you’ll find us in every home in the UK, our productions are famous all over the world and we’re at the forefront of the digital streaming revolution.

When you join us, you enter a fun working environment. With opportunities to learn, to grow and make a real difference. Small enough that your impact’s felt in the business, but big enough that your impact reaches millions of people.

Come develop your skills, change TV and the course of your career. Don’t just watch it. Be part of it. Join ITV.

Your impact sends ripples.

We are currently looking for a Customer & Viewer Services Insight and Customer Analyst to join our team in viewer services. Reporting to the Customer Operations Manager, This role is to identify, prioritise, and drive improvement initiatives.

Working day-to-day, and as part of projects & programmes, you will deliver innovative insight for Customer and Viewer Services by surfacing underlying opportunities, highlighting factual data & information, and narrating ‘the story’ around those opportunities. This role offers hybrid working, splitting time from home and our offices at gas Street, Birmingham.

Some Responsibilities of the role will be to:

• Deliver innovative insight, along with improvement recommendations for Customer & Viewer Services
• Use analytics, built around internal data sources, to provide useful insight for improvement
• Articulate options & recommendations to internal stakeholders, clearly highlighting the benefits and challenges of each proposal, adjusting your approach as applicable to each circumstance.
• Support management to ensure that our KPI’s are met, understanding the root cause for underperformance.
• Keep up-to-date with current industry thinking, utilising new methods and approaches in order to continually improve the level of insight that you deliver
• Support management to formulate management information & insight, using this to inform business decisions
• Support projects, both short & long term, by collating and analysing data and converting this into intelligent insight that can be used to measure success
• Support management with engaging with wider ITV teams to implement change and support data
• Support management by providing input for change controls in a timely fashion.
• Produce daily/weekly/monthly data to support the operational team with performance insight, successes and missed opportunities

Skills you’ll need (minimum criteria)

• Knowledge of Insight, MI, analytical and statistical theories and methods
• A good understanding of how Contact Centre operations work
• Good Excel knowledge, including formulae, and ideally VBA
• Good presentation skills, including use of PowerPoint
• Great communication skills, both written & verbal with an ability to convey results to business users, including regular conference calls and presentation of performance to client
• Experience of collation, reporting and presentation of data & information

Other things we’re looking for (key criteria)

• Strong analytical skills essential, with a genuine interest in data analysis and insight
• Excellent problem-solving ability
• An aptitude for both efficient and accurate working
• A willingness to work independently when required using own initiative

ITV is for everyone.

ITV strongly encourages applications for this role from disabled people. As a Disability Confident Leader, if you meet the minimum criteria for a role and you have declared that you are disabled, we’ll guarantee to take you to the next stage* (minimum criteria above).

We're happy to discuss any support/personalisation you may need during our application and selection process as part of our reasonable adjustments. Drop us a line if you require anything at talkingcareers@itv.com.

• There may be a few exceptions where we are not able to take all eligible candidates to the next stage due to the volume of applications.

Because those who make an impact deserve to be rewarded for it.

ITV offers some great rewards and benefits including

• Flexible working with a range of options
• Generous holiday allowance, plus you can buy more
• Annual bonus opportunity
• Competitive pension contribution
• Save as you earn - with an opportunity to buy ITV shares
• Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy life

More about our benefits

Closing date 10th April 2023