Online Analyst

45000.00 - 55000.00 GBP Annual
27 Sep 2017
17 Oct 2017
Contract Type
Full Time

An exciting opportunity has arisen for an experienced Online Analyst to join the Wholesale & Ventures Online team, this role focuses on the end to end experience the customer has when interacting with BT Wholesale & Ventures. Our team's goals is to create a better business that delivers a brilliant experience for our customers and drives strategic, profitable growth by delivering brilliant products and services. We measure our success through Customer Net Satisfaction. We pride ourselves in being truly customer focused, putting customer insight at the heart of every decision we make.

Key Objectives of Role:

The role holder will be responsible for gathering insight from product, service and account teams as well as internal reporting systems. They will have responsibility for ensuring all online deliveries are tracked by our online systems particularly when defining new deliveries. They will be responsible for setting key performance indicators (KPIs) as well as measuring success post launch. They will work with the online journey managers to understand the project goals. They must audit existing journeys to set benchmarks and define and agree KPIs with online journey managers and stakeholders. They will work with the Customer Insight Manager to ensure all KPIs address customer insight identified. They will be responsible for measuring success once the journeys are live and finding ways to optimise, driving a continuous process of improvement

Main responsibilities:
  • All analytics for Wholesale & Ventures products and services online
  • Gathering insight from internal stakeholders (product, service, account teams)
  • Setting Key Performance Indicators for all online deliveries
  • Measuring and reporting on successes or areas of improvements
  • Defining, implementing and maintaining Omniture reporting requirements
  • Setting up regular Omniture reports for stakeholders and online leads
  • Analysing Omniture data to generate actionable insight, driving improvements into online deliveries
  • Auditing 'as is' journeys and setting benchmarks for all online deliveries
  • Documenting technical constraints that may impact deliveries
  • Support the Head of UX in shaping strategic direction for online
  • Promote an insight driven culture across the organisation
  • Supports Online Journey Manager in defining benefits, tracking benefit realisation and communication of results to senior stakeholders
  • Supports Online Journey Manager to present updates to senior stakeholders to gain buy in and support
  • Must manage, agree and communicate their project work stack and its interlock with the overall online workstack

Business impact:
  • Protect and increased BT Wholesale and Venture revenues
  • Hit our Customer Net Satisfaction targets
  • Reduced inbound contacts through increase self-service online

  • Managing matrix teams on and offshore
  • Implementation and maintenance of Omniture
  • Knowledge of Telecoms industry helpful
  • Articulating the business benefit of good customer experience

Key Skills:
  1. Creating actionable insight from data
  2. Correlating customer and business insight with data insight to identify new market opportunities
  3. Setting Key Performance Indicators for deliveries and measuring success
  4. Online agency management

At BT, we're creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future.

We value different perspectives, skills and experiences. We're happy to consider ways of working that will mean you can perform at your best. If you want to talk about working part-time or as a job share in this role, please apply and we'll do our best to get the balance right.