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Insight & Analytics Specialist
BT Group
- London, England, United Kingdom
- London, England, United Kingdom
About
Our new Customer Experience (CX) function has big ambitions to put the customer at the heart of everything we do. To achieve this, we need to measure and understand our end‑to‑end customer journeys through robust, scalable data models. In this role, you will be responsible for the design, build, and maintenance of a reliable data infrastructure that powers analytics and decision‑making across BT Business. You will ensure high‑quality, secure, and scalable data solutions that deliver end‑to‑end insights, enabling us to track performance, identify opportunities, and support strategic initiatives.
Design and Build Scalable Data Models : Develop robust data architectures to measure end‑to‑end customer journeys and support CX analytics.
Act as the data domain expert for Customer Experience : Ensure seamless data integration, governance, and compliance. Manage automated processes, maintain data quality standards, safeguard data security and regulatory adherence.
Develop Insight‑Ready Infrastructure : Enable timely and historical reporting through well‑structured data models and dashboards.
Collaborate Across Functions : Partner with CX, Product, and Business teams to translate data needs into actionable solutions.
Optimise Performance and Scalability : Continuously improve data workflows for speed, reliability, and cost efficiency.
Support Strategic Initiatives : Provide data foundations that enable advanced analytics, predictive modelling, and business decision‑making.
Technical Skills
SQL expertise: Advanced query writing and optimisation, especially for BigQuery.
Data modelling: Design robust, normalised and denormalised models for analytics, including building and maintaining scalable data pipelines.
Cross‑platform data handling: Skilled in working with data across multiple systems and platforms, ensuring seamless integration and consistency, and capable of writing and optimisation of complex queries to process large datasets efficiently.
Scripting & automation: Python or similar for automation and data transformation.
Data governance & security: Knowledge of data quality frameworks, data documentation, compliance, and security best practices.
Customer journey analytics: Ability to model and interpret end‑to‑end customer experience data.
Business acumen: Understanding of CX metrics (NPS, churn, engagement) and how they link to business outcomes.
Problem‑solving: Translating business questions into data solutions.
Collaboration: Working with CX, Product, and Business teams to deliver actionable insights.
Company Values
With over 175 years of heritage, BT is now the flagship business brand of BT Group. We've brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
We are a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start‑ups.
We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.
As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi‑skilled team that makes a significant impact to society.
Looking in: Leading inclusively and Safely – I inspire and build trust through self‑awareness, honesty and integrity. Owning outcomes – I take the right decisions that benefit the broader organisation.
Looking out: Delivering for the customer – I execute brilliantly on clear priorities that add value to our customers and the wider business.
Looking to the future: Growth mindset – I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future – I build diverse future‑ready teams where all individuals can be at their best.
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Languages
- English
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