London, United Kingdom


Information Technology



Job ID


The Department Our team is part of the wider IT Consumer & Commercial (ITC&C) function responsible for designing, building, running and improving business solutions and services globally. The technologies we are interested in range from omnichannel, commerce, digital marketing, social media and trade, both within a B2C and B2B context – all of our solutions are consumer-facing and are the real growth engine and future of our organization. The Operations & Platform Services (O&PS) department is responsible for the run and sustain of business solutions as well as the design, build and run of all core platform technologies that underpin all technology services. We are fully accountable for the core cloud infrastructure, production operations, platform management, delivery tooling, environments, site reliability, service delivery, operational readiness and continuous improvement of our landscape. In 2019 we joined forces with Infosys to help us deliver L1 24x7x365 services and L2 application support and we continue to enjoy a great relationship with Infosys who help us run things while we focus on automation, project delivery and bringing cool new technology to help solve business problems. Our customers are two-fold as we help delivery teams to accelerate by providing stable technology enablement solutions and support our affiliates who consume the technology we centrally deliver. In total, we serve around eighty-nine affiliates worldwide who use a mixture of B2C and B2B technology and enable delivery teams in Consumer, Commercial, IoT and Global Communications. It’s a very busy department but we luckily get involved in the most interesting projects with lots of cutting-edge technology. We’re customer-obsessed to the core and everything we build or run or service, we put everything into making it simple, easy-to-use and efficient. We’re a very international team and currently spread across seven cities worldwide: Lausanne is our head office and operating centre, London is our main operational hub, Lisbon is our primary engineering centre, and we have people in Jakarta, Manila, Buenos Aires and Krakow. Our colleagues in Infosys work out of the delivery centres in Hyderabad and Mohali and our other technology delivery vendors are based predominantly in Continental Europe. The Role Summary We’ve got a lot of applications, infrastructure, processes, targets, contractual frameworks, regulatory compliance targets to adhere to and many inter-connected systems that we manage. A few years ago, we started visualizing service performance and whilst we’ve done a great job of optimization and improvement, we’ve only scratched the surface. Our metrics (collection and display) are fairly one-dimensional, and our vision is to join the operational, technical, service and customer data to gain better insight to drive customer delight. We think we’ve got some very interesting challenges for a data visualization and modelling guru to come and help us solve together and help our colleagues in the business teams understand what this means for their product or service. Our department isn’t huge and therefore we’re looking for people who are interested in strong individuals who enjoy both strategizing, designing and integrating data and reporting technologies as well as getting stuck in and building reporting and other solutions. Whilst we only have one person in the team focusing on performance, reporting and our data integration, we also work with third parties to assist with delivery. Additionally, we have within our team full technical delivery, automation and engineering capability so help will never be too far away. Because our organization partners heavily with the Consumer and Commercial organizations, we will also ensure our reporting is aligned and integrated with our customers, so we have joined-up management views and using the right data for the right projects. We need people who can talk techie and business language seamlessly as discussions and meetings will really go from strategic to the very detailed technically to the non-techie customer. Being able to tailor your message, your data and your style to different audiences is going to be important in this position. In your portfolio of skills, we’d expect to see data analysis, data structuring, data modelling analytical techniques to join disparate data sets into useful insights. We’d be especially excited if people had applied this within an IT/technology context although happy to hear from anyone who has these skills in whatever industry. We’re very metrics and data driven so you will join a team of likeminded individuals who enjoy a challenge and like to have fun – we don’t take ourselves too seriously, but we all love what we do. Key Accountabilities: • Development and production of regular and ad-hoc performance reports across O&PS ensuring sufficient frequency, granularity, accuracy and insight to actively facilitate appropriate management decision making. • Analyse data, ascertaining trends in performance indicators and key performance indicators, identifying variance from target and working with colleagues to ascertain and document the cause of variance. • Visualise our data from different data points for example markets request trend, technology usage, consumers feedback, and service quality. • Build, develop and maintain data structure for our dashboard reporting systems. The performance metrics that was generated from the reporting system will support departmental key strategic decisions and drive improvement. • Use advanced data modelling and analysis techniques to discover insights that will guide strategic decisions and uncover optimization/improvement opportunities. • Using data-driven insights to identify and generate improvement around our key processes across the IT Consumer and Commercial, Operations and Platform Services • Examine, interpret and report results of analytical initiatives to stakeholders in Consumer IT Engineering and Operations. Ensure that the reports are accurate and performed quality assure to ensure completeness and transparency on the data. • Work with vendors, manage virtual teams and collaborate with PMI IT Enterprise Analytics & Data team to deliver the key project around data architecture and integration solution. • Look to utilise new and existing technologies to integrate and innovate the report solution and automate anywhere its possible. • Partner with teams external to O&PS to leverage new and existing processes to improve ways of working (such as Lean, Agile and DevOps) and utilize this in the delivery teams • Understanding and challenging the O&PS team lead to ensure a razor-like focus on the most important metrics, identifying and implementing initiatives to improve process. • Work with the stream lead to ensure that performance indicators have realistic, challenging targets, and that performance indicators evolve through the year as required to keep track of changing priorities. Who we’re looking for: • Excellent and first-rate experience in designing, integrating, delivering and running visualization and reporting technologies. Our target platform is Microsoft’s PowerBI engine so you will have to have this • Strong SQL and noSQL skills with a deep understanding of how to apply the right data model to the right use case. Demonstrable experience of complex queries and the ability to write code to derive insights programmatically • Knowledge in data management and office tools including SQL, Excel, Tableau, Visual studio (IDE) and other data/reporting/querying experience. Good knowledge of APIs and Application Integration • Understanding of and experience using analytical concepts and statistical techniques: hypothesis development, designing tests/experiments, analysing data, drawing conclusions, and developing actionable recommendations for business units. • Excellent analytical and problem-solving skills, high level to attention to detail and well organised. Critical thinking: look at the numbers, trends and data and come to new conclusions based on findings. Confident and credible, with aptitude in decisions making. • Experience in data mining principles: predictive analytics, mapping, collecting data from multiple data systems on premises and cloud-based data sources. • Our preferred delivery methodology is Scrum and Kanban although we recognize that certain projects require more of a Waterfall approach. We need people who understand the difference and how to apply the right work methodology to the merits of the work itself • We’d like to hear from people who have worked with operational, monitoring and core platform technologies such as ServiceNow, New Relic and Amazon Web Services. It would be (very) useful for the person to have gained experience or exposure to omnichannel, digital marketing, commerce and social platforms. • Because the technologies we are responsible for are predominantly Operational (e.g., ServiceNow, New Relic, AWS) we would love to hear from people who have worked with these. Knowledge of commerce, omnichannel, digital marketing and social platforms is essential • First-class communication skills tailoring messages, data and insights specific to different audience segments. Must have a profoundly good command of the English language. • Because we’re a really international company we do have to fly to some places sometimes, you may have to travel on the odd occasion (although we don’t anticipate much in the next few years anyway). You must have the right to work in the UK to apply for this role. Visa sponsorship or relocation is not provided for this position.