Senior Analyst, Business Intelligence/Speech

We're hard-working, enthusiastic and fun! Are you interested in a new challenge? Do you want to join a meaningful mission? If so read on!

Salary: £40,000 - £50,000

Location: Reigate/Manchester 

Team: Professional Services & Insights

Job type: Full Time 

About Us 

Infinity is an advanced analytics and call tracking service. We’ve established ourselves as a market leader with an innovative and exciting product attracting a number of well-known brands.  

The business was launched in 2010 and is an established UK market leader. Annual revenues 15m+ and significantly growing. The firm is already hugely profitable with 1600+ clients and employs 120+ people across London, Reigate, Baltimore & California USA and Spain.  We see a huge potential in the cloud contact centre market and the convergence of the requirements of marketing, sales, service/support and operational teams. 

We are obsessed with cutting-edge technology and continuously finding ways to make our products even better.  Success is part of our culture, we promote passion, team-working and fun! Our people share our company values (Impact, Working Smart and Daring/Fun/Positive Energy), which translates into our clients’ experience. 

About the  job

A hugely exciting opportunity for an energetic, proactive mid to senior level professional to join an expanding Business Intelligence team within a market-leading call intelligence company.

 The role is responsible for supporting professional services and insight delivery within both Infinity’s Conversation Analytics (CA) product and the core call tracking solution. This requires a strong blend of analytical and problem-solving capacity, coupled with a strong understanding of business strategy and ability to consult with our valued customers. You will be drilling down into large datasets to uncover business insight, and so a strong blend of analytic ability and ability to communicate insights effectively is required in this exciting role.

The role requires a strong focus on customer success, as you can play a fundamental role in a client realising value from the Infinity platform. As a result, whilst sitting within the Business Intelligence team, you will also work closely with the Customer Success (CS) team to deliver successful engagements. There will be a requirement for you to travel between client sites and our two UK offices up to a maximum of 5 days per month (typically less). As part of a growing team, you can play an important part in a business undergoing significant growth.

Key Responsibilities

  • Use various analytical tools and methodologies to combine, cleanse and analyse datasets from multiple channels.
  • Identify trends and actionable business insights, and create reports to communicate these in an impactful manner to clients.
  • Maintain excellent client relationships and deliver ongoing analysis and reporting.
  • Deliver high-level findings and summarised analysis to stakeholders via presentations/readbacks.
  • Work closely with our customers to reduce time to value and deliver quantifiable results (outcomes) by executing high quality professional services. This includes contributing to discovery workshops & scoping, onboarding, training, configuration, optimisation, analysis and reporting
  • Deliver business intelligence internally to assist with strategic decision-making within the business.
  • Play an instrumental role in product development by collecting feedback via customers, staff and your own experiences, and delivering these via the appropriate feedback channels.

Essential Skills

  • Strong data analysis skills, particularly within Excel; you must be able to cleanse and analyse messy datasets.
  • Strong problem-solving and critical analysis skills; ability to extract insights using a data-driven approach.
  • Strong language/writing skills; this forms a core competency within CA, with the ability to identify and expand upon critical language within a call.
  • Excellent communicator & presenter – comfort with communicating complex analysis in a compelling and insightful manner to stakeholders.
  • An understanding of how to structure analytics projects to ensure successful delivery (e.g. problem definition, scoping, benchmarking, analysis, implementation, controlling). 

Desirable Skills 

  • Experience in conversation/speech analytics.
  • Experience of call centre operations; knowledge of call centre metrics.
  • Experience with data visualisation suites (e.g. Power BI, Tableau).
  • Experience with interacting with APIs to extract data.
  • Written ability with non-English European languages.
  • Experience of online marketing channels & tactics.
  • Experience of call tracking systems.
  • Experience of SaaS businesses.

Benefits you can enjoy

  • 25 days holiday (with the option to buy up to an additional 5 days per year)
  • Private single medical insurance
  • Employee Assistance Programme
  • Life Assurance (4x Salary)
  • Enhanced Maternity and Paternity Pay
  • Tech Scheme Loan (of up to £2,000 per year)
  • Ride to Work Scheme
  • Season Ticket Loan
  • Dedicated annual company and team social budget 

At infinity, our aim is to be the best call tracking provider in the world and to do that we welcome our employees with open arms and create an environment where you can bring your best self, every day! Infinity is proud to be an equal opportunity workplace, we believe that diversity and inclusion among our incredible workforce is critical to driving our success and helping us achieve our ambitious targets! Our mission is to recruit, develop and retain the most talented individuals, each with their own story to tell.

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One St Peter's Square
M2 3AE Manchester Directions View page


RH2 9AQ Reigate Directions View page

The Perks!

  • Health & Family

    Private Healthcare, EAP, Life Assurance (4x Salary)

  • Learning & Development

    Full product training, general training and other L&D opportunities

  • Team Building

    Monthly or quarterly events, team trips, and Friday beers

  • Socials

    Summer and Christmas parties, and frequent gatherings

  • Free Refreshments

    Breakfast Club, fruit, snacks, and celebratory pizza deliveries

  • Communication

    Monthly company updates

Why work for us?

We have a welcoming culture which will make you feel at home from your first day. Your assigned buddy will be with you throughout your journey. Our vibe is fun mixed with passion and dedication, we truly are a work hard, play hard team.

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