We are seeking a Customer Experience Data Analyst with strong SQL and Google BigQuery capability to join a customer-focused analytics function on an initial 12-month fixed term contract within a regulated financial services environment.

This role is suited to a technically strong analyst who enjoys deep-dive analysis, working with complex and sometimes ambiguously structured data, and using insight to directly influence customer experience, service performance, and operational decision-making.

You will operate with a high degree of autonomy, taking ownership of data interrogation and insight generation across multiple customer and service data streams.

Key Responsibilities

• Use advanced SQL (primarily in Google BigQuery) to extract, join and analyse large, complex datasets

• Investigate and reconcile multiple, fragmented customer and operational data sources, often with limited documentation

• Perform deep-dive analysis into customer journeys, service performance, demand, quality and outcomes

• Identify trends, anomalies and root causes impacting customer experience

• Translate technical analysis into clear, insight-led narratives and recommendations

• Produce analysis to support CX improvement initiatives, service optimisation and transformation activity

• Support and enhance dashboards and recurring reporting, ensuring insight accuracy and relevance

• Proactively identify data quality issues and opportunities to improve data structure and reporting over the contract period

Skills & Experience

• Strong, hands-on experience writing complex SQL queries

• Proven experience using Google BigQuery or similar cloud data platforms

• Background in data analysis, analytics or insight roles, ideally with a customer or service focus

• Experience working with large, messy or imperfect datasets

• Strong analytical and problem-solving capability with an investigative mindset

• Ability to communicate technical findings clearly to non-technical stakeholders

• Advanced Excel skills

Desirable

• Experience in customer experience, service operations or contact centre analytics

• Experience building or supporting dashboards using BI tools

• Exposure to financial services, fintech or other regulated environments

• Experience producing insight for senior or executive audiences

Personal Attributes

• Highly inquisitive with a strong instinct to follow the data

• Comfortable operating with ambiguity and incomplete information

• Self-starter who takes ownership end-to-end

• Commercially and customer-outcome focused