At Connect2Hackney, we connect exceptional interim talent directly with key council initiatives. We are currently recruiting a Data & Insight Analyst to support an ambitious transformation across our customer contact channels.
Are you a data storyteller who can turn raw telephony logs and web analytics into clear, compelling evidence for service change?
Hackney is redesigning how residents access services, from digital triage tools to AI-driven contact overhauls. We need an analytical specialist to establish our failure demand baselines, measure customer journeys, and build high-impact performance dashboards. Your insights will directly shape the strategic business case for a council-wide Contact Centre as a Service (CCaaS) digital contact platform.
What You'll Be Doing
Failure Demand Baselining: Interrogate telephony logs (ACD/CLI tracking), CRM cases, email queues, and complaints data to quantify call drivers, identify failure demand patterns, and establish reliable baseline volumes.
Executive Dashboards: Design and maintain automated, user-friendly dashboards (Power BI / Looker Studio) to track IVR drop-offs, triage completion, channel shift, and repeat contact rates.
Web & Digital Analytics: Configure analytics (GA4 / Plausible) across LocalGov Drupal forms and digital portals to identify user friction points and drop-off trends.
ROI & Business Case Modelling: Translate operational data into cost-per-contact savings, cost avoidance figures, and capacity freed up to underpin our executive CCaaS business case.
Insight & Communication: Translate complex findings into intuitive reports and tailored presentations for programme leads, delivery managers, and senior stakeholders with varying levels of technical data literacy.
What We're Looking For
Essential:
Proven track record merging and analysing disparate datasets, specifically parallel telephony/IVR performance logs and web traffic analytics.
Strong experience building interactive dashboards using Power BI, Looker Studio, or Tableau.
Deep functional understanding of core contact metrics, including First Contact Resolution (FCR), Repeat Contact Rate, Abandonment Rate, and Channel Shift ratios.
Exceptional data storytelling and visualisation skills, with the ability to communicate clear recommendations to non-technical leaders.Desirable:
Experience working within local government datasets (e.g., Housing Repairs, Adult Social Care front door).
Familiarity with agent contact-tagging frameworks or conducting call-sampling exercises.
Working knowledge of SQL, Python, or data integration workflows for parsing unstructured telephony logs.Commercial Services Trading Ltd is acting as an Employment Business in relation to this vacancy
