The Role
At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You’ll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences.
In this role you will provide data-driven insights, operational performance analytics, and transformation impact measurement to enable fact-based decision-making across Operational Excellence initiatives. The role acts as the analytical engine of the transformation team, ensuring visibility of performance, identification of improvement opportunities, and measurement of value realization, contributing to our ongoing efforts to drive business success and enhance customer satisfaction.
We’re looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you’d excel in this role, we’d love to hear from you!
Operational & Performance Analytics
Analyze large operational datasets to identify trends, inefficiencies, and performance gaps
Develop insights on key Customer Care KPIs (e.g., AHT, FCR, CSAT, SLA, backlog, productivity)
Perform deep-dive analysis to support root cause identification
Segment data to uncover drivers of operational performance variation
Transformation & Benefits Tracking
Track and validate benefits realization across transformation initiatives (cost, time, quality, CX)
Support ROI modeling and post-implementation impact measurement
Maintain transformation dashboards and benefits tracking frameworks
Ensure consistency between projected vs. realized benefits
Reporting & Dashboard Development
Develop and maintain dashboards (e.g., Power BI or equivalent tools)
Automate reporting processes to improve efficiency
Neutral 2–4 sentence summary of what working at this company is like, drawn from public reviews and press coverage. Tone, collaboration style, pace, benefits highlights.
£45,000 – £60,000 (Glassdoor, Levels.fyi, 2025)
