Customer Interactions Analyst

Job Description

We are excited to offer you the opportunity to join our Worcester Bosch Customer Service Team as a Customer Interactions Analyst in our Contact Centre.

Our Contact Centre is at the heart of delivering exceptional customer experience, supporting customers through every stage of their journey. With a team of around 110 colleagues, we focus on combining people, data, and technology to continuously improve service delivery, optimise performance, and drive industry-leading standards. Collaboration, innovation, and a strong customer focus are at the core of everything we do.

In this role, you will be responsible for:

• Reporting & Data Analysis: Design and maintain compelling, easy to understand daily, weekly, and monthly dashboards to monitor customer demand and agent performance (e.g. interaction volumes, abandon rate, First Contact Resolution, Average Handle Time, productivity, etc.).
• Performance Optimization: Analyse call flow, staff productivity, and channel metrics to recommend improvements to scheduling and service levels.
• Customer Insight Generation: Analyse interaction trends and call transcripts to detect patterns, anomalies, and root causes to improve customer experience, identify process improvement opportunities and training needs for colleagues and support cost optimisation.
• Demand and Resource Forecasting: Build, maintain, and enhance short-, medium-, and long-term forecasting models to provide projections for future trends, demand, and resource needs, enabling proactive planning.
• Stakeholder Collaboration: Present actionable insights and data-driven recommendations to management to support informed business decisions.

This is a fantastic opportunity for someone who is passionate about data, problem solving, and driving performance in a fast-paced, customer-focused environment. You’ll play a key role in shaping a high-performing, insight-led contact centre while continuously developing your own skills and expertise.

Interested? Upload your CV today!

Qualifications

Education requirements:

• GCSE Maths & English C grade or higher (equivalent to 4 or higher)
• Previous experience in data processing / analytical roles would be advantageous.

Skills & Attributes:

The ideal candidate combines strong analytical capability with a passion for customer experience and operational performance. They bring a balance of technical expertise, business awareness, and the ability to translate complex data into meaningful actions within a fast-paced contact centre environment.

Data Analytics & Modelling

The ability to analyse complex datasets, build robust models, and extract meaningful insights from multiple data sources. Confident in leveraging tools such as Generative AI, SQL, Power BI, Databricks, and other analytics platforms to identify trends, forecast demand, and support data-driven decision making.

Insight Translation & Communication

Skilled in simplifying complex data into clear, compelling narratives that drive understanding and action. Able to engage and influence stakeholders at all levels, ensuring insights are accessible, relevant, and aligned to business priorities.

Performance & Outcome Orientation

A highly analytical and results-driven mindset, with a strong focus on using data to identify opportunities, improve performance, and optimise service delivery. Demonstrates the ability to draw accurate conclusions and translate them into measurable improvements.

Customer Centric Thinking

Maintains a strong focus on the end to end customer journey, using data and insight to identify pain points, improve experiences, and support the delivery of consistently high service standards.

Problem Solving & Continuous Improvement

A proactive and solution oriented approach to identifying challenges, analysing root causes, and implementing effective improvements. Demonstrates high attention to detail, curiosity, and ownership in driving sustainable change.

Adaptability & Professional Reliability

Demonstrates flexibility in a dynamic environment, adapting to changing priorities and demands. Maintains high standards of professionalism, dependability, and accountability, contributing positively to team and organisational performance.

Additional Information

Deadline for Applications: 27/06/2026

Please note, we reserve the right to close this vacancy at any time so we encourage candidates to submit their applications as soon as possible.

Expected Start Date:

Please note that this date is advisory and can be flexible within reason.

Working Hours: 39 hours per week – standard working pattern of 08:00 – 17:00 Monday to Thursday and 08:00 – 16:00 Friday with a 1-hour lunchbreak

Working with us comes with the following benefits:

• Hybrid working options available
• 25 days annual leave per year plus bank holidays – additional service days accrued after 5 years
• Eligibility for our Company Performance Bonus
• Enhanced pension contributions
• Access to the Perkbox and My Benefits platforms giving access to discounts, group income protection and death in service benefits
• Employee Assistance Programme and Virtual GP
• Discounts on products from across the Bosch Group
• Subsidised onsite café and canteen
• Health & wellbeing support including: over 200 trained mental health first aid champions, free of charge employee assistance programme and after 2 years’ service you gain eligibility for funding up to £150 per annum to support your personal wellbeing
• Access to Bosch Social Club membership offering you and up to 5 friends and family discounts on excursions and events
• Volunteering days
• Cycle to work scheme with discounts on push-bikes, e-bikes and accessories
• Policy to support growing families
• Access to self-service training platform containing over 200 Bosch approved programmes
• Networking opportunities across Bosch UK including a mentoring programme
• And more!

We welcome applications from a range of candidates but please note that to apply for this position you must have the right to live and work in the UK from the start date of employment and for the duration of your employment.