Senior Service Insights Specialist

Employment Type:
Full Time
IT Jobs
Job Role:
Business Analysis Jobs
United Kingdom
Mobile Jobs
Job Ref:

What you'll be doing

We’re looking for a senior insight and modelling specialist to use big data to help to optimise our current test and diagnostic processes and to deliver innovative solutions to drive a real change for our customers. The role will be within the service insight team who are responsible for understanding and improving the process that the engineers undertake in order to repair a faulty line.

The role will primarily be to:

Design and develop algorithms to identify the key indicators of broadband service issues on copper and fibre lines
Optimise Openreach’s test and diagnostic accuracy for broadband lines
Develop tools and techniques to better target network investment decisions - and track the resulting impact and benefits.
Design and develop algorithms to improve the customer repair journey through a reduction in fault intake and increasing the efficiency of a repair visit.
Build and maintain a network of key stakeholders across Openreach and BT Group and use this to understand fault rate and accelerate improvement plans
Deliver analysis and insightful commentary on the known, and potential, drivers of the Openreach fault intake, up to MD level, to help guide and inform operational and strategic business decisions
We’ll also need to see these on your CV:

In-depth experience at assembling, handling and structuring large amounts of data using Big Data and Machine Learning Techniques
Excellent analysis and data handling skills; highly proficient with Excel and Oracle SQL
Experience of a broad range of analytical tools - e.g. R, Python, Matlab – and techniques
Experience of using analysis to create actionable intelligence that drives tangible business benefits
High level of logical reasoning skills and strong appetite for delivering innovation and change
Stakeholder management skills (including excellent influencing and communications)
MBA, Degree or equivalent experience (Maths/Physics/Engineering/Science preferred)
Why choose us?

You’ll be at the leading edge of big data techniques and systems, working with the wider team as well as experts in Research and Technology, Service & Operations.
You’ll have the opportunity to lead transformation and change projects to translate “end-to-end” process insight into genuine business benefit for Openreach
Competitive salary, 10% bonus, £4.8k car allowance, private healthcare, free broadband & TV and discounted mobile, BT Share Options scheme, discount onsite gym, cycle to work scheme etc.
In your first 12 months, you’ll:

Deliver a step change in test and diagnostic accuracy by bringing your combined analytical and technical experience and knowledge to bear
Use your analytical skills to deliver insight and design actionable changes to the way in which Openreach responds to a problem with the customer’s broadband service
Gain buy-in for business change through communication of clear and insightful analysis to senior stakeholders

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