Supports Customer Excellence through performance reporting, KPI tracking, data quality management, reconciliation, and business analysis. The role maintains datasets and documentation, investigates inconsistencies, gathers requirements, maps processes, supports dashboards and system testing, and contributes to customer migration, retention, automation, and transformation projects. It is an entry-level opportunity requiring developing Excel skills, analytical ability, attention to detail, communication, and an interest in AI-enabled process improvement.
The Junior Business Analyst will support the Customer Excellence function with analysis, performance reporting and data management, along with contributing to business improvement, transformation, and customer migration projects.
Working with guidance from Customer Excellence colleagues, the role will help turn operational and customer data into useful insight, maintain reliable reporting and support projects across Customer Success, Retention and Support. This is an entry-level opportunity suited to a graduate or someone at the beginning of their business analysis or data career.
Working with guidance from Customer Excellence colleagues, the role will help turn operational and customer data into useful insight, maintain reliable reporting and support projects across Customer Success, Retention and Support. This is an entry-level opportunity suited to a graduate or someone at the beginning of their business analysis or data career.
Key Responsibilities
Customer Excellence Performance Reporting
- Support the preparation and maintenance of regular monthly Customer Excellence performance reporting.
- Help track KPIs across Customer Success, Retention and Support, including GRR, renewals, customer engagement, product adoption, support performance and operational workload.
- Analyse performance against targets, with support, to highlight trends, exceptions and areas requiring attention.
- Work with Customer Excellence colleagues to improve the quality, clarity and usefulness of reporting.
Data Management & Quality
- Help maintain the accuracy, consistency and completeness of Customer Experience data.
- Identify and investigate straightforward data quality issues across systems and reports, escalating more complex issues when needed.
- Work with other departments to improve data capture, definitions and reporting standards so the Customer Excellence division has reportable data.
- Update and maintain key datasets used for customer, retention and operational reporting.
- Assist with reconciling information across platforms such as Salesforce, ChurnZero and support systems.
- Keep clear documentation of KPI definitions, data sources and reporting methods.
Business Analysis & Process Improvement
- Support the gathering and documentation of requirements for reports, dashboards, systems and process improvements.
- Help map current processes and proposed future processes, highlighting opportunities to simplify activities.
- Assist in translating business needs into clear requirements or user stories, with guidance from more experienced colleagues.
- Contribute to projects that improve Customer Excellence efficiency, customer experience and process scalability.
- Help assess whether implemented changes have delivered the intended benefits.
- Organise feedback from Voice of the Customer sources and help identify recurring themes and potential actions.
- Support analysis used by Customer Excellence leaders when developing customer health scoring.
Project & Transformation Support
- Support Customer Excellence initiatives such as client SSO migration, retention reporting, AI and automation, knowledge base creation and management, and support transformation.
- Help track actions, risks, requirements and dependencies across smaller projects, escalating issues appropriately.
- Assist with testing and validation of new systems, processes and dashboards using agreed test plans.
- Work with colleagues across Customer Excellence, CRM and Data, Product and Finance to contribute to improvements.
Skills, Knowledge and Expertise
Essential
- A logical and curious approach to problem-solving.
- Ability to interpret data and explain findings clearly to colleagues.
- Developing Excel skills, including formulas, pivot tables and lookups, with an interest in building further capability.
- Interest in automation, AI-enabled business processes and how technology can improve ways of working.
- Confidence working with data and willingness to investigate inconsistencies carefully.
- Strong attention to detail and a commitment to accurate work.
- Good written and verbal communication skills, with the confidence to ask questions and seek guidance.
- Ability to organise tasks, manage deadlines and balance recurring work with project activity.
- A proactive approach to learning about business problems, customer journeys and operational processes.
Desirable
- Experience working with Power BI, Salesforce, ChurnZero or similar platforms.
- Awareness of customer success, retention, support or subscription/SaaS metrics.
- Exposure to data visualisation, process mapping or requirements gathering.
- Experience contributing to a group project, improvement initiative or system implementation.
- An interest in how Customer Excellence metrics are defined, sourced and calculated.
About Centellic
Centellic stands at the center of the markets it serves, empowering organizations with indispensable data and insight to make critical decisions on growth, risk and opportunity.
Through proprietary data, deep market expertise and AI-enabled technology, our platforms are embedded in client workflows. That capability is underpinned by our events, which bring the market together to share perspective and deepen understanding of the issues shaping each sector. Together, they give organizations earlier visibility of emerging trends, and the clarity and confidence to act when decisions matter.
At Centellic, we’re a global intelligence and information services business, setting the standard for how critical business decisions are made.
Why Centellic?
At Centellic, we help our clients make better decisions, and our people are at the heart of that work. Every individual plays an important role in this, bringing curiosity and high standards to everything they do.
Those who thrive here take ownership, care deeply about their work and are committed to excellence. Standards are high because our people set them that way. And while we have decades of expertise, we are still growing, pushing and building something extraordinary.
Centellic’s advantage is our people and the culture we’ve created together. It’s an environment where individuality is encouraged, relationships are genuine, and there’s a strong sense of purpose in what we’re building together. Collaborative, respectful and driven, we take our work seriously without taking ourselves too seriously.
Benefits
Our people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported:
Start of employment:
- Eye care
- Employee Assistance Programme
- A day off for your birthday
After 3 months employment:
- Pension (4% employer contribution and 4% employee contribution)
After 4 months employment:
- Life assurance
After probation:
- Cycle to work scheme
- Season ticket loan
- £350 annual wellbeing allowance to contribute to gym memberships or fitness classes
- Puregym access
- Perks at work platform access
After 1 year service:
- Private healthcare
Additional Perks:
- Company socials
- Access to Employee Affinity Networks
- Mentoring scheme
- Volunteering Day
- Mortgage Advice
- Work from anywhere (2 weeks)
- Generous parental leave
We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page.
‘We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.’
‘We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.’
About
Please visit our website for more information.
Law Business Research London, England Office
330 High Holborn, London, England, United Kingdom, WC1V 7QT
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