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Senior Insight Analyst - Customer Service Centre




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  • Job
    Senior & Expert Level


It’s a great time to join Screwfix. Thanks to the hard work of our team and record-breaking sales, we’re proud to be one of the fastest-growing retailers in the UK. And we want to pass that growth onto you.

Reporting to the Performance and Insight Manager (Customer Service Centre) you will be responsible for creating actionable insight by amalgamating, analysing, and reporting data from various sources, from both within the CSC and other departments within the wider Screwfix team. You will work closely with the Senior MI Analyst to ensure all CSC data inputs are robust, repeatable, and comprehensive, you will also work with the Performance and Insights Manager to find and harvest existing and new sources of insight on an ongoing basis. You will excel in telling stories with data and providing supporting commentary to bring to life the challenges and opportunities faced by both our customers and colleagues, you will also ensure that Screwfix's performance is benchmarked against Best-in-Class businesses in terms of customer effort. In this role, you’ll lead a small team of analysts and will be responsible for their performance, development, and engagement.

We believe that a hybrid, flexible working approach offers you – and your colleagues – the best of both worlds. Face-to-face collaboration is an integral part of our warm, friendly culture, so you’ll work from our head office three days a week, working flexibly around our core working hours of 10am-3pm. Beyond that, how, when and where you work is up to you. With a subsidised canteen, free parking and a comfortable, relaxed environment, we’ve worked hard to build an office you’ll want to work in. We also know that, when it comes to school pick-ups and home deliveries, it’s nice to have the flexibility to do both.

Key responsibilities

  • Create, develop, and maintain the CSC Insight process i.e. objectives, routine,

data sources, outputs – including a high-level Insights dashboard for the CSC

overall and for each operating entity (i.e. Yeovil, VCC and EU)

  • Identify trends in contact dispositions, customer sentiment, business process

performance and first contact resolution to pinpoint areas of opportunity for

improvement, harvesting additional data as required to portray the scope of the

challenge and the potential impact of change.

  • Create, manage and maintain an “early warning system” for the CSC and wider

business on specific contact drivers to ensure real time feedback of trends.

  • Build relationships and an operating rhythm with various internal departments to

ensure regular data feeds from them and /or on demand, to assist with Insights


  • Respond to and proactively provide reports for key stakeholders – answering

questions and providing meaningful insight and data quickly to inform business


  • Work with large amounts of complex data and be comfortable in creating simplified

user-friendly dashboards.

  • Work collaboratively across all functions & in particular with the CSC MI Team to

ensure information on business-wide performance challenges are robustly


  • Build relationships across teams, working in partnership and influencing

stakeholders where needed.

  • Be a proactive self-starter who enjoys having the autonomy to drive change

across the business.

  • Share knowledge and experience with analysts, leading by example by having

excellent communication skills and a strong coaching mindset.

  • Carry out regular 1:1s, check ins and talent management with team members

Required skills & experience

· Expert in Excel and PowerPoint · Power BI (plus any other data visualisation systems)

  • Oracle Business Intelligence (or similar)
  • CX-One (or similar Contact Centre management system)

· SAP HR (or similar) · Strong Contact Centre and Operations background

  • Advanced experience of using SQL and any other query languages with experience of automating reporting and queries
  • Effective presentation and communication skills – with the ability to inform and engage key stakeholders with commentary and insight.

· Excellent at prioritising and managing own workloads. · A passion for all things Insight

What’s in it for me?

You do your best when you feel your best, so we’ve chosen benefits that truly matter and support your wellbeing.

Subsidised canteen: We offer a great selection of hot and cold food at our subsidised canteen, as well as a warm, inviting place for you to eat. So whether you prefer a packed lunch or an easy life, we cater to all.

Free parking: No one wants to spend their mornings circling around the car park. So whether you have a work vehicle or not, there’ll always be a free spot for you and your car.

Parental leave policy: We offer Enhanced Family Leave for our UK and ROI based colleagues. Our policies and resources are inclusive for all parents and include enhanced pay terms and generous leave policies. We’ve put everything we think you should know on our dedicated intranet page, ready for when you need it. Find out more on our website.

Other benefits:

  • Award-Winning Pension Scheme
  • 20% Discounts at Screwfix & B&Q, plus discounts at other High-Street Retailers
  • Company Bonus up to 20%
  • Award-Winning Apprenticeship Schemes
  • MyGym discounts
  • Cycle-to-Work Scheme
  • Enhanced Family leave
  • Retail Trust counselling services
  • Life cover

Sustainability at Screwfix

We’re committed to building a better future for our community and our planet. That’s why we’re doing everything we can in six key areas: eliminating carbon emissions, reducing and recycling waste, sourcing responsibly, keeping products in use for longer, selling more sustainable products and providing sustainable packaging. We’re on a mission to put sustainability at the forefront of everything we do. Join us.

We’ve worked hard to create a culture of inclusivity and genuine community. We’re a company built on teamwork, and the best teams are ones in which everyone can share their view. Whatever your background, however you identify, you’ll be listened to, encouraged, and given the tools and training you need to get ahead. You’ll always know where you are with us. We’re open. We’re fair. And we believe in opportunities for everyone.

We believe in equity for all. Please let us know at careers@screwfix.com if you need any additional support or adjustments when it comes to your application.

#MakeMoreofYourself with Screwfix

Retail & Consumer Goods
Founded Year

Mission & Purpose

Screwfix is a leading retailer of trade tools, hardware, and building supplies in the UK and Ireland. They operate both online and through a network of physical stores, catering primarily to professional tradespeople, as well as DIY enthusiasts and homeowners. Screwfix's ultimate mission is to provide convenient access to a wide range of high-quality products at competitive prices, making it easier for their customers to get the tools and supplies they need to get the job done efficiently. Their purpose lies in offering exceptional customer service, extensive product selection, and fast delivery, ensuring that their customers can rely on Screwfix as a trusted partner for their trade and DIY projects. By continuously improving their offerings and supporting their customers' needs, Screwfix aims to be the go-to destination for trade and DIY professionals, providing a seamless and reliable experience that enhances their customers' productivity and success.