Community Analyst

Business area: Marketing Location: Uxbridge with flexibility to work from home A bit about giffgaff Do you want to join a telecoms company that’s up to good? At giffgaff we do mobile differently. We call out the bad and find a better way. We’re laser-focused on flexibility, value and mutual good. And we’re so proud to be a certified B Corp. This means we've joined a network of more than 1,000 UK companies, who want to make a positive impact on people and the planet. Working at giffgaff is something you could be proud of too. You’ll get the best of both worlds, the energy and fast pace of giffgaff, plus all the benefits that come with being part of our parent company, Virgin Media O2. Our business model is unique. We work with our members (our customers) to understand their needs in all areas of the business. We love this highly collaborative approach. Over the past few years our member base has grown steadily, and we’re still going. We’re always looking to acquire new members, and to do that we need the best people in our team. Our bright and modern gaff is in Uxbridge, in leafy West London. But if commuting isn’t your favourite, most of our roles can be hybrid or work from home, or anywhere in between. If you like coming in, you’ll always find some office buddies. And if you like big occasions, we really bring the office to life monthly for our themed culture days. Plus all our giffgaffers come together at our legendary giffgaff summer, birthday and Christmas celebrations. The role and the team The community team sits at the very core of our business by looking after our members (what we call our customers) and collaborating with the rest of the business to deliver mutually beneficial projects that will ultimately positively transform the way in which giffgaff grows with its members. In order to maximise the effectiveness of community for our members, our internal teams and wider business insight, we need to create a foundation of data and insight reporting. We’re looking for an experienced and passionate data analyst to help us maintain a fast paced community forum and help us continue to deliver industry-leading member experience. The role requires a problem solver, who can work independently from a blank canvas to identify requirements, scope and introduce data and reporting practices, and identify opportunities for process improvement. This role may have involvement in some manual processing activities, with an opportunity to automate and improve these processes in future. Key responsibilities: Regularly report on Community performance, including internal productivity, member engagement, behaviour and trends. Track and measure new initiatives. Provide insights for action and opportunities to best support our member experience. Continuously improve the communication and availability of community reporting and insight, ensuring the format is appropriate for the relevant stakeholders Work closely with the BI and/or data teams to identify how this reporting can be systemised in a way that complements our data and reporting approaches. Liaise with product owners and the community team to identify frictionless methods of sharing data, statistics and reports between teams Process and administer on a monthly basis, the payback points for community members. Support to develop and maintain internal training documentation, scripts and functions that benefit the team and members of a busy community forum. Suggest improvements within these processes and ways of working which can improve either operational efficiency or member experience, with a focus on where data and insight can improve the effectiveness of these processes. What we need from you: Intermediate or higher knowledge of SQL (any variety is fine) Intermediate knowledge of Excel, including lookup functions and pivot tables Experience with a visualisation tool like Tableau or PowerBI Experience analysing data and presenting back key findings to a wide range of stakeholders Experience working with cross-functional teams – including, Marketing, Customer Service, Product, Technology and BI teams Fantastic interpersonal skills with the ability to influence as well as confident in dealing with people at all levels Passion for delivering industry-leading member experience Ability to juggle a wide range of activities, prioritise workload and deal with conflicting demands Creative, diplomatic, cool under pressure Fast learner, curious and self-starter, comfortable delivering projects alone or with the team Demonstrates the giffgaff values of grit, positivity, curiosity and collaboration An understanding and appreciation of Communities beneficial and associated reward systems (beneficial but not essential) Experience with Google Analytics (or similar) (beneficial but not essential) Our commitment to equity, diversity and inclusion At giffgaff we want to challenge the old way of doing things. People, and the way they work, define our culture and we encourage everyone to bring their whole selves to the gaff. That's why we believe in creating an equitable, fairer, more inclusive business that champions different ideas and perspectives. We may be sort-of-small but we're big on that caring, sharing thing & strive to create a supportive culture. As a lean organisation, our team is built of a diverse, spirited range of people who are multi-skilled, highly motivated and flexible. In return for your outstanding efforts, you'll be rewarded with a competitive salary and excellent benefits. We believe that hard work should be supported and recognised. If this sounds like you, we’d love to hear from you. If you'd like us to make any adjustments for you throughout the interview process then please chat to our recruiter about this. All of our interviews will be conducted over Zoom, but if you prefer in person then please let us know.