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Evri

Customer Experience MI Analyst

Morley·Hybrid·1d ago·Closes in 7 days

Salary

£ – £26k

Work type

Hybrid

Level

mid

Category

Analytics & BI

About the role

The Vacancy

Customer Experience MI Analyst
Location: Morley/Hybrid
**Salary: **£26,000
Contract: Permanent

Are you passionate about turning data into meaningful insight that shapes exceptional customer experiences?
We’re looking for a Customer Experience MI Analyst to help us understand what drives our customers, improve their journeys, and strengthen our operational performance across the organisation.

In this role, you’ll transform customer and operational data into clear, actionable insight. You’ll support key projects, enhance reporting capability, and ensure our service delivers for every customer, every time.

What you’ll be doing

As our Customer Experience MI Analyst, you will:

  • Ensure the quality, accuracy, and reliability of Customer Experience data.
  • Deliver high-quality insight and reporting using tools such as Power BI or Databricks.
  • Own ad hoc customer insight and reporting requests, managing priorities and ensuring objectives are met.
  • Track progress of tasks and projects, keeping stakeholders and the Customer Experience Insight team informed.
  • Ensure all data handling and analysis complies with GDPR and internal standards.
  • Investigate customer-related performance issues, identifying root causes and using analytical approaches to support solutions.
  • Maintain data governance standards across all reporting outputs.
  • Collaborate with Customer Service, Operations, and CX teams to translate insight into meaningful, actionable improvements.
  • Support customer-focused initiatives by cleaning, preparing, and analysing data to identify pain points, measure success, and highlight opportunities.
  • Contribute to the delivery of data-driven customer service solutions.

What you’ll bring

Essential

  • Understanding of SQL, Python, and/or DAX, with the ability to apply these in analytical tasks.
  • Strong computer literacy and confidence working with multiple data sources.
  • Excellent numerical and analytical skills, with the ability to interpret and clearly present findings.
  • A willingness to learn new tools, systems, and analytical techniques.
  • Experience with data cleaning, validation, and preparation.
  • Ability to work both independently and collaboratively with stakeholders.

Desirable

  • Experience with Power BI, Databricks Dashboards, or similar visualisation tools.
  • Exposure to cloud and data engineering environments such as AWS or Databricks.
  • Understanding of customer metrics (e.g., CSAT, NPS, TrustPilot, Customer Contact).
  • Knowledge of customer service or contact‑centre environments.
  • Power BI Data Analyst Associate certification, or a willingness to achieve it within 3 months.

Why join us?

This is an exciting opportunity to shape how we understand and improve customer experience across the organisation. You’ll work with a supportive team, gain exposure to transformative projects, and play a key role in building a truly customer‑centric service.

About Us

Every parcel, every person, every place – every delivery made for you.

Evri is leading the way in creating responsible delivery experiences for everyone, everywhere. And we’re doing that by offering the most convenient way to send, receive and return parcels without costing the earth.

Whether it’s a customer sending a present to a friend, a marketplace trader shipping in bulk or a major retailer such as John Lewis, asos or Next, we’ve got it covered. With our team of 30,000 couriers, thousands of local ParcelShops and a growing network of hubs and depots across the country, we safely get parcels from A to everywhere.

And it’s not just customers and retailers who trust us. We’ve won loads of industry awards over the past few years, including gongs for IT, innovation and our green fleet.

But we wouldn’t be the biggest dedicated parcel delivery company in the UK without amazing people. We’re a friendly, ambitious and diverse bunch, united by a passion for delivering the best customer experience. We have great opportunities throughout the business, so take a look to see where you might fit in. We can’t wait to hear from you.

Tech stack

Power BIDatabricksSQLPythonDAXAWSDocker