Senior Pension Analyst responsible for ensuring quality service control and process improvement within pensions administration. Supporting client relationships and coaching team members for better operational productivity.
About the role
- Customer Insights & Performance Analyst at Product Madness using data-driven insights to enhance customer engagement. Reporting on operational performance and analyzing automation effectiveness.
Responsibilities
- Own reporting across SLA, critical issues and service stability
- Analyse automation performance including containment, resolution and workflow trends
- Identify drivers of repeat contact and inefficiencies
- Partner with Automation and Operations to optimise workflows using data
- Support cohort modelling and segmentation across the customer lifecycle
- Analyse behavioural patterns impacting retention, support volume or engagement
- Translate interaction data into actionable insights
- Produce structured performance summaries for engagement initiatives where applicable
- Measure behavioural and operational impact
- Provide attribution clarity and feedback loops into Operations
- Build and maintain dashboards in Looker and Redash
- Write and maintain SQL queries to support reporting needs
- Reduce reactive reporting requests through structured visibility
- Support QBR and MBR reporting requirements
Requirements
- Strong SQL capability
- Experience using Looker and/or Redash
- Comfortable building dashboards from raw data
- Ability to translate business questions into structured queries
- Clear communication of insights to non-technical partners
- Experience in customer support or lifecycle environments preferred
Benefits
- Flexible work arrangements
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Tech skills
Location requirements
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