Entry Level Data Analyst

Job Description

RLDatix who have recently acquired Allocate Software, are a leading provider of software technology into the Healthcare, Government and Commercial sectors.Allocate Software has been designing innovative products to optimise complex organisations since 1991. We have taken expertise from a number of industries and applied this to the specific issues and complexity of healthcare. Today we focus on delivering softwaretools to help healthcare institutions manage their staff safely and efficiently so that they can deliver exceptional care to all their patients. We have customers in 11 countries, with greater than 1 million people deployed using our software in over 800 organisations.Role SummaryThe Entry-Level Data Analyst (which we call Associate Customer Experience Analyst) will be a key member of the Customer Experience (CX) team, providing analytical and other support to identify trends in the customer experience of using our products. Forexample, reviewing customer satisfaction scores and trends across the customer base and working with the service leads to improve delivery and recommend improvements. This role will also provide scheduling activity such as software deployment timeslots, ProactiveService Reviews, liaising closely with customers and technical teams to ensure seamless service delivery is maintained.The Role is for You if:

• You are interested to start a career in data analytics
• You have passion in finding patterns and relationships within the data
• You have great attention to detail
• You are a hard-working individual
• You have a passion to deliver
• You have previous exposure to data analytics or programming would be highly beneficial
• Hybrid working, 2-3 times per week in the office
• £1000 joining bonus

Responsibilities:The Entry-Level Data Analyst will:

• Review and monitor customer satisfaction and other operational metrics on a regular basis to identify trends across different sources, setting up reporting templates and tools as necessary.
• Analyse qualitative and quantitative data and identify performance improvement opportunities using multiple tools.
• Interact with teams across the business to present analytic results and solution recommendations.
• Work independently on deliverables tailored to the needs of each customer and/or specific solution set.
• Own research findings and present them to major stakeholders and key decision makers, delivering a clear message that customers and colleagues can act upon.
• Be involved in bigger research projects aiming at capturing trends and best practices into a competitive knowledge-base.
• Schedule software release upgrades with customers acting as a liaison between Allocate and Customer to ensure new releases and upgrade scheduling deployment is managed and does not impact service levels.
• Maintain customer upgrade calendar, ticket updates in line with company procedures and standards following best practice in interacting with customers
• Gather and analyse customer satisfaction feedback, responding to customers issues and disseminating CSAT feedback to supporting teams working to improve customer experience.
• Administration of RLDatix support tool (Zendesk) database ensuring customer information is up to date and compliant.
• Create report templates/dashboards, operational metrics and deliver custom data requests across different reporting tools to present analytic results and solution recommendations
• Publishing customer communications, and information articles relating to service on the customer noticeboards.

Core Competencies

• Analytical skills - Approach data with the right questions and know how to recognize trends; develop and use structured approaches to identify root causes and opportunities. Cross validate findings using data from multiple sources; the capacity to learnnew methods of analysis and constant self-learning are critical.
• Achieving Results - Be aware of key business objectives, and ensure these are applied appropriately to all business activities.
• Building Relationships - Able to develop effective relationships with RLDatix colleagues and customers.
• Communication - Effective communication skills suitable for the management of and liaison with colleagues within the team and senior management, both on a one to one and one to many basis. Demonstrate effective communication, both orally and in writing,with colleagues and customers including producing reports, preparing, organising and delivering presentations using appropriate tools and techniques, and taking a leading role in meetings and discussions.
• Planning and Organising - Effective at determining a course of action by breaking it down into smaller steps and by planning and resourcing each of these, making allowance for potential problems.
• Understanding Allocate - Aware of RLDatix strategies, policies and procedures. Aware of how the organisation operates.
• Teamwork - Effective in contributing effectively towards the objectives of a team, and be able to share knowledge, ideas and information. Aware of the needs, objectives and constraints of those in other disciplines and functions.
• Problem Solving and Decision Making - Able to solve problems in a measured and creative way. Capable of independently assessing a wide variety of tasks, and be proactive in relation to identifying and undertaking activities that are to the benefit of thebusiness. Able to balance long and short term objectives, and understand business value. Be responsible for own decisions.
• Innovation, Flexibility and Adaptability - Undertake tasks with a positive attitude and respond well to management and customer requests. Must be prepared to meet business goals and respond well to change.