CX Data and Insights Analyst

Contract: Full-time Permanent
Location: Nottingham (Support Office)
Closing date: 25/05/26
Recruitment Partner: Daniel White


Are you ready to make a difference Join Boots as a CX Data & Insights Analyst in our Central Operations team based in Nottingham Beeston.

Do you enjoy turning complex data into clear stories that drive better decisions

As a CX Data & Insights Analyst at Boots youll be at the heart of our Customer Support Centre helping leaders understand whats happening why its happening and what to do next.

This role sits alongside the CSC reporting to the CX Operations Development Manager and acts as the primary insight partner for Contact Centre leaders and key stakeholders across the business.


What youll be doing

• Deliver clear actionable insight across operational and customer performance
• Own the endtoend approach to management information dashboards and performance reporting
• Go beyond static reporting to tell the story behind the numbers explaining performance drivers risks and improvement opportunities
• Provide demand and capacity insight including volume forecasting arrival pattern analysis and resourcing implications
• Support budgeting and hours planning with robust data and insight
• Help leaders understand tradeoffs risks and options to enable evidencebased decisions balanced across service cost and colleague experience

What youll need to have (our must-haves)

• Strong experience in data analysis performance reporting or insight roles ideally within a contact centre or similar operational environment
• Experience building and maintaining dashboards and management information for operational decisionmaking
• Confidence producing and interpreting volume forecasts trend analysis and variance analysis
• Ability to translate complex data into clear narratives and recommendations
• Strong stakeholder communication and influencing skills
• High attention to detail and commitment to data quality and consistency
• A curious analytical mindset with a focus on rootcause analysis

It would be great if you also have

• Experience with demand and capacity planning resourcing or scheduling insight
• Exposure to budgeting hours planning or financial analysis
• Experience working with realtime or workforce teams
• Familiarity with BI or reporting tools used in operational environments
• A commercially aware mindset balancing service cost and colleague experience

Where your brilliance can take you

At Boots we believe in your potential. With our commitment to your development youll have opportunities to grow your career and take on new challenges within the organisation.


Rewards designed for you

• Boots Retirement Savings Plan (up to 12% company contribution)
• Generous employee discounts for you and a family member
• Enhanced maternity/paternity/adoption leave pay
• Access to free 24/7 counselling and support through TELUS Health our Employee Assistance Programme.
• Flexible benefits scheme including options for additional holiday discounted gym membership life assurance and much more.

Theres lots more in our benefits and discounts MyBoosts there to give you that little lift in your everyday. Find out more at Exclusions may apply; eligible roles only.


A bit about us

At Boots were proud to be an equal opportunity employer creating a place where everyone feels welcome supported and free to be themselves. We believe that when our people feel valued and included they thrive so were committed to creating a brilliant Boots for our people so they can make a difference for our customers and colleagues every time.


Whats next

If you apply our team will be in touch to let you know the outcome of your application or to arrange next steps. Where a role is advertised as full-time we are open to discussing part-time and job share options. If you require additional support as part of the application and interview process we are happy to provide reasonable adjustments to help you be at your best.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

We hope to hear from you soon. Be brilliant with Boots.
Keywords
CX Data and Insights Analyst