Data Analytics Specialist

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.

What you'll be doing

• 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, ensuring seamless data integration, governance, and compliance. This includes managing automated processes, maintaining data quality standards, and safeguarding 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

• SQL Expertise: Advanced query writing and optimization, especially for Big Query.
• Data Modelling: Designing robust, normalized and denormalized 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 optimising 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.

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. Commercially savvy I demonstrate strong commercial focus, bringing an external perspective to decision-making.

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.