CX Data and Insights Specialist (Power BI)

Location: Stoke-on-Trent, United Kingdom; hybrid work with 2–3 office days per week and at least 8 office days per month.

Company

hirify.global is building and operating a UK telecommunications network while delivering customer service, digital transformation, and operational improvement through hirify.globalThree Consumer Operations.

What you will do

• Deliver regular and ad hoc reporting on customer experience, complaints, and operational performance.
• Analyse customer, complaint, contact centre, and operational data to identify trends, risks, opportunities, and performance drivers.
• Develop and maintain dashboards and visualisations using Power BI and other reporting tools.
• Investigate customer issues and performance shifts through root cause analysis and provide evidence-based recommendations.
• Partner with CX, Complaints, and Operational teams to answer business questions and support decision-making.
• Validate and reconcile reporting sources, resolve data discrepancies, automate reporting processes, and document reporting standards.

Requirements

• Strong analytical skills and the ability to interpret complex datasets and turn findings into clear business recommendations.
• Experience creating dashboards, reports, and visualisations with Power BI or similar business intelligence tools.
• Advanced Excel skills and experience working with SQL, databases, or reporting platforms.
• Experience identifying trends, anomalies, and performance drivers through detailed analysis.
• Experience handling large datasets while maintaining data quality and accuracy.
• Strong stakeholder management and communication skills, including the ability to explain insights to technical and non-technical audiences.
• A detail-oriented approach and commitment to accurate, high-quality outputs.
• Experience supporting performance management, operational improvement, or customer-focused environments.
• A proactive problem-solving mindset and interest in customer experience and using data to drive meaningful improvements.

Culture & Benefits

• Hybrid working with flexibility to work from the office and home.
• Full-time schedule of 37.5 hours per week, Monday to Friday.
• Basic salary with bonus, up to 28 days of annual leave plus bank holidays, and paid charity time.
• Benefits including discounts, vouchers, pension plan, learning tools, and parental leave policies.
• Inclusive workplace focused on collaboration, belonging, accessibility, and customer impact.
• Employment is subject to criminal and financial background checks to meet Financial Conduct Authority requirements.