The Business Insights Analyst plays a key role in strengthening Unilode’s long-term analytics capabilities through tools such as Power BI, Databricks, SQL, and Python.

With a strong focus on data storytelling and uncovering the “why” behind performance, the role partners closely with the Customer Success function to deliver actionable insights for top- and mid-tier global carriers, while collaborating across internal teams to scale analytics capabilities and support data-driven decisionmaking.

The role also supports cross-functional initiatives relating to Customer Portal features, BI products, and goto-market readiness, ensuring stakeholders are aligned and prepared for successful adoption and execution.

As part of the wider Business Analytics & Process Excellence (BAPE) team, the position contributes to the continued evolution of a high-performing, scalable, and insight-driven analytics function.

Key Responsibilities

Customer Performance Analytics & Insight Delivery

Business Insight, Collaborates, Customer Focus, Drive Results

• Partner with Customer Relationship Managers (CRMs) and Customer Account Directors (CADs) to understand customer performance priorities, operational challenges, and reporting requirements.
• Deliver insightful analysis and performance reporting that supports strategic customer discussions, business reviews, and continuous improvement initiatives.
• Own the end-to-end customer performance reporting cadence, including data extraction, analysis, dashboard preparation, insight generation, and stakeholder follow-up actions.
• Translate complex operational and commercial data into clear, actionable business insights tailored to both technical and non-technical audiences.
• Support customer business reviews by identifying trends, root causes, risks, and improvement opportunities across customer performance metrics and KPIs.
• Promote and encourage the adoption of self-service reporting and analytics capabilities across Customer Success teams.
• Ensure customer deliverables are completed accurately, professionally, and within agreed timelines.

Data Quality, Governance & Continuous Improvement

Business Insight, Collaborates, Courage, Ensure Accountability

• Take ownership of identifying, highlighting, and escalating data quality issues impacting reporting accuracy, customer performance insights, or operational decision-making.
•  Work collaboratively with internal teams to drive improvements in data integrity, consistency, governance, and reporting standards.
• Support the documentation of reporting logic, governance standards, processes, policies, and user guidance materials relating to analytics and self-service reporting solutions. 
• Ensure transparency with stakeholders regarding outstanding issues, dependencies, risks, and progress updates. 
• Contribute to the development and enhancement of scalable, governed analytics products and reporting frameworks. 
• Support initiatives focused on automation, optimisation, and reduction of manual reporting activities where possible.

Cross Functional Collaboration & Stakeholder Partnership

Collaborates, Customer Focus, Courage, Drive Results

• Collaborate closely with the wider BAPE team, Customer Success teams, operational stakeholders, and product owners to support business priorities and analytics initiatives.
• Manage stakeholder expectations effectively by providing clear communication around deliverables, priorities, dependencies, and timelines. 
• Support customer-specific and internal rollouts of new analytics products, reporting features, dashboards, and digital capabilities. 
• Participate in cross-functional projects and initiatives that improve customer visibility, operational performance, and reporting maturity across the organisation. 
• Build strong working relationships across functions to encourage collaboration, knowledge sharing, and alignment of business objectives.
• Demonstrate commercial awareness by proactively identifying opportunities where analytics and insights can add measurable business value.

Analytics Capability & Knowledge Sharing

Business Insight, Collaborates, Drive Results, Financial Acumen

• Support the ongoing evolution of Unilode’s analytics capability through continuous learning, experimentation, and adoption of new tools and technologies. 
• Share knowledge, analytical techniques, best practices, and lessons learned with peers to help drive higher standards across the analytics community. 
• Contribute to the development of KPI frameworks, performance metrics, and data visualisation standards. 
• Assist in building intuitive dashboards and scalable reporting solutions using Power BI and related technologies.
• Support the use of AI-enabled capabilities, automation opportunities, and modern analytics approaches where appropriate. 
• Maintain awareness of industry trends, emerging technologies, and best practices within analytics, reporting, and customer insight functions.

Operational Excellence & Delivery Support

Ensure Accountability, Customer Focus, Drive Results, Financial Acumen

• Deliver work with a strong focus on quality, accuracy, accountability, and continuous improvement. 
• Operate effectively within a high-pressure, fast-paced global environment with competing priorities and evolving business requirements. 
• Maintain organised and structured ways of working to ensure deliverables are completed efficiently and consistently. 
• Support additional business, reporting, or analytics activities as required by the Business Insights Manager or wider BAPE leadership team. 
• Demonstrate flexibility and adaptability in supporting evolving customer, operational, and business needs.

Our Values in Action:

•  Be Humble and Curious: by continuously seeking deeper understanding through data, questioning assumptions, and embracing new analytical approaches and technologies. 
• Inspire, Empower and Prosper: by sharing insights that support informed decision-making and enable teams to achieve stronger business outcomes.
• Team Up to Be Better: by collaborating effectively across functions, supporting colleagues, and contributing to a culture of continuous improvement and knowledge sharing.
• Be Passionate About Our Customers: by delivering meaningful insights that improve customer performance, strengthen relationships, and support operational excellence. 
• Take Ownership and Get Stuff Done: by proactively managing priorities, resolving issues, and delivering high-quality outputs with accountability and professionalism. 
• Be Eager to Win: by identifying opportunities to improve performance, increase efficiency, and drive measurable business value through analytics and insight. 
• Build a Better Future: by contributing to scalable analytics capability, digital transformation initiatives, and data-driven ways of working across Unilode.

The Small Print

This role operates in a highly dynamic, global, and rapidly evolving environment where priorities, customer expectations, technologies, and operational requirements may change frequently. The successful individual will be expected to demonstrate flexibility, adaptability, and a proactive mindset while balancing multiple deliverables and stakeholder needs.

The Business Insights Analyst will work closely with cross-functional teams across multiple time zones and may occasionally be required to support critical business initiatives, customer deliverables, or reporting activities outside of standard working hours where business needs require.

As the organisation continues to evolve its analytics maturity and digital capability, the role holder will be expected to actively contribute to continuous improvement initiatives, adoption of self-service analytics, automation opportunities, and broader data-driven transformation activities.

This document outlines the general scope, responsibilities, capabilities, and expectations aligned to the role and Unilode values framework. It is not intended to represent a complete or exhaustive list of duties, and responsibilities may evolve in line with business requirements and organisational priorities.

Skills & Experience

• Experience working with KPIs, reporting, analytics, or performance management within a customer-focused environment. 
• Strong capability in translating complex analytical findings into meaningful business insights and presentations. 
• Experience managing stakeholders across multiple levels and functions. 
• Experience working with Power BI and SQL. 
• Strong analytical and problem-solving capability with the ability to identify trends and root causes. 
• Experience working within fast-paced, dynamic business environments. 
• Strong communication and interpersonal skills.
• Experience collaborating within cross-functional teams.
• Degree level qualification (BSc or equivalent). 
• Experience presenting insights directly to customers or external stakeholders.
• Experience with Databricks, Python, Git, or cloud-based database solutions. 
• Experience working with SharePoint and Microsoft 365 applications. 
• Exposure to Agile, SCRUM, JIRA, or Confluence methodologies. 
• Understanding of AI-enabled analytics or coding practices. 
• Project management exposure or qualifications such as PRINCE2, ITIL, or Lean methodologies.
• Strong commercial and business awareness. 
• Strong analytical and quantitative capability. 
• Excellent presentation and data storytelling skills. 
• Ability to communicate effectively with both technical and non-technical audiences.
• High attention to detail and commitment to data accuracy. 
• Strong stakeholder management and influencing capability. 
• Self-motivated with a proactive and solution-oriented mindset. 
• Ability to prioritise effectively and manage competing demands. 
• Curiosity-driven approach to problem-solving and continuous improvement.
• Excellent Microsoft Office and reporting tool capability. 
• Ability to rapidly prototype dashboards and analytics solutions. 
• Collaborative approach with strong peer-to-peer knowledge sharing capability. 
• Eagerness to learn emerging technologies and analytics techniques.