Business Insights Analyst

Description

The Business Insights Analyst plays a key role in strengthening Unilode’s long-term analytics capabilities through tools such as Power BI, Databricks, SQL, and Python.

With a strong focus on data storytelling and uncovering the “why” behind performance, the role partners closely with the Customer Success function to deliver actionable insights for top- and mid-tier global carriers, while collaborating across internal teams to scale analytics capabilities and support data-driven decisionmaking.

The role also supports cross-functional initiatives relating to Customer Portal features, BI products, and goto-market readiness, ensuring stakeholders are aligned and prepared for successful adoption and execution.

As part of the wider Business Analytics & Process Excellence (BAPE) team, the position contributes to the continued evolution of a high-performing, scalable, and insight-driven analytics function.

Key Responsibilities

Customer Performance Analytics & Insight Delivery

• Partner with Customer Relationship Managers (CRMs) and Customer Account Directors (CADs) to understand customer performance priorities, operational challenges, and reporting requirements.
• Deliver insightful analysis and performance reporting that supports strategic customer discussions, business reviews, and continuous improvement initiatives.
• Own the end-to-end customer performance reporting cadence, including data extraction, analysis, dashboard preparation, insight generation, and stakeholder follow-up actions.
• Translate complex operational and commercial data into clear, actionable business insights tailored to both technical and non-technical audiences.
• Support customer business reviews by identifying trends, root causes, risks, and improvement opportunities across customer performance metrics and KPIs.
• Promote and encourage the adoption of self-service reporting and analytics capabilities across Customer Success teams.
• Ensure customer deliverables are completed accurately, professionally, and within agreed timelines.

Data Quality, Governance & Continuous Improvement

• Take ownership of identifying, highlighting, and escalating data quality issues impacting reporting accuracy, customer performance insights, or operational decision-making.
• Work collaboratively with internal teams to drive improvements in data integrity, consistency, governance, and reporting standards.
• Support the documentation of reporting logic, governance standards, processes, policies, and user guidance materials relating to analytics and self-service reporting solutions.
• Ensure transparency with stakeholders regarding outstanding issues, dependencies, risks, and progress updates.
• Contribute to the development and enhancement of scalable, governed analytics products and reporting frameworks.
• Support initiatives focused on automation, optimisation, and reduction of manual reporting activities where possible.

Cross Functional Collaboration & Stakeholder Partnership

• Collaborate closely with the wider BAPE team, Customer Success teams, operational stakeholders, and product owners to support business priorities and analytics initiatives.
• Manage stakeholder expectations effectively by providing clear communication around deliverables, priorities, dependencies, and timelines.
• Support customer-specific and internal rollouts of new analytics products, reporting features, dashboards, and digital capabilities.
• Participate in cross-functional projects and initiatives that improve customer visibility, operational performance, and reporting maturity across the organisation.
• Build strong working relationships across functions to encourage collaboration, knowledge sharing, and alignment of business objectives.
• Demonstrate commercial awareness by proactively identifying opportunities where analytics and insights can add measurable business value.

Analytics Capability & Knowledge Sharing

• Support the ongoing evolution of Unilode’s analytics capability through continuous learning, experimentation, and adoption of new tools and technologies.
• Share knowledge, analytical techniques, best practices, and lessons learned with peers to help drive higher standards across the analytics community.
• Contribute to the development of KPI frameworks, performance metrics, and data visualisation standards.
• Assist in building intuitive dashboards and scalable reporting solutions using Power BI and related technologies.
• Support the use of AI-enabled capabilities, automation opportunities, and modern analytics approaches where appropriate.
• Maintain awareness of industry trends, emerging technologies, and best practices within analytics, reporting, and customer insight functions.

Operational Excellence & Delivery Support

• Deliver work with a strong focus on quality, accuracy, accountability, and continuous improvement.
• Operate effectively within a high-pressure, fast-paced global environment with competing priorities and evolving business requirements.
• Maintain organised and structured ways of working to ensure deliverables are completed efficiently and consistently.
• Support additional business, reporting, or analytics activities as required by the Business Insights Manager or wider BAPE leadership team.
• Demonstrate flexibility and adaptability in supporting evolving customer, operational, and business needs.