Operational Analyst
Your Company: This is an exciting opportunity for an experienced Operational Analyst to join a rapidly growing and innovative organisation operating within a highly customer-focused service environment. Based in Norwich with a hybrid working arrangement, this role offers the opportunity to become a key business partner to operational leaders, helping drive performance through data-led decision making. As the business continues to grow and evolve, the successful candidate will play a vital role in shaping operational strategy, identifying opportunities for improvement and delivering meaningful insight that supports both customer outcomes and commercial success.Your Role: While in this position your duties may include but will not be limited to:
- Acting as the primary analytical partner to operational and marketing teams, providing insight into live business performance
- Monitoring key operational and commercial metrics, proactively identifying trends, risks and opportunities
- Translating complex data into clear, actionable recommendations that support informed business decisions
- Supporting trial, optimisation and change initiatives by measuring performance and evaluating outcomes
- Analysing the impact of operational and commercial changes, providing evidence-based recommendations to stakeholders
- Designing, developing and maintaining operational dashboards and reporting tools using Tableau and other business intelligence platforms
- Ensuring reporting remains accurate, timely and aligned with evolving business requirements
- Conducting detailed analysis of contact centre performance, conversion rates, customer acquisition activity and operational efficiency
- Evaluating performance across teams, departments, campaigns and customer journeys to identify areas for improvement
- Supporting operational leaders with performance reviews, trading meetings and optimisation sessions
- Working collaboratively with Data, BI, Marketing and Operations teams to ensure consistency and best practice across reporting processes
- Promoting data-driven decision making and supporting improvements in data literacy across the wider business
- A minimum of three years' experience within a Business Analyst, Operational Analyst, Commercial Analyst or similar analytical position
- Previous experience working within a direct-to-consumer, e-commerce, subscription-based or similarly data-driven environment
- A degree in Business, Economics, Mathematics, Analytics or a related discipline
- Advanced Microsoft Excel skills, including financial modelling, sensitivity analysis and cohort analysis
- Practical experience using SQL and business intelligence tools such as Tableau, Power BI, Looker or similar platforms
- Strong understanding of commercial and operational performance metrics including revenue forecasting, customer acquisition, customer lifetime value and retention analysis
- Excellent analytical and problem-solving abilities with exceptional attention to detail
- Strong communication skills with the ability to present complex information clearly to non-technical audiences
- Ability to influence stakeholders and support decision-making across multiple departments
- Experience operating within a fast-paced and performance-driven environment
- Experience working within healthcare, telecare, senior living or other regulated service sectors
- Exposure to digital marketing analytics and customer acquisition reporting
- Experience developing Tableau dashboards and executive-level reporting packs
- Experience supporting senior leadership or board-level reporting activities
- Knowledge of subscription management platforms and recurring revenue business models
- Previous experience coaching colleagues and improving organisational data literacy