Senior MI Analyst

  • Job Reference: 185361
  • Date Posted: 10 January 2022
  • Employer: Serco Limited
  • Website:
  • Location: Merseyside (L33 7RX), United Kingdom
  • Salary: £35,000
  • Sector: Call Centre / Customer Service
  • Job Type: Flexi
  • Duration: Permanent

Job Description


Location: This is a flexible home working and office based


Here at Serco we are looking for a Senior MI Analyst to join our successful OutPerform Solutions Team in Liverpool.  Our OutPerform Solutions Team is an integral part of our Customer Services business unit which aims to provide scale, flexibility and access to the latest digital services for our customers - we are growing rapidly in Customer Services and our aim is to become an industry leader in the field.


You will be joining the MI Team working within OST (Outperform Solutions Team) as a Lead/Senior MI Analyst with the responsibility to innovate, create and develop high quality new MI in the form of reports, dashboards and businesses intelligence.   Your outputs will help the business drive efficiency gains and from a Serco and industry be recognised as best in class in what we do. 

As well as developing new reports and insight, you will also ensure successful execution of the design and implementation of Reporting Suites within new contracts prior to them becoming BAU. You will need to Project manage the Outperform planning solution on successful BIDS post innovation phase sign off, ensuring that MI is implemented within the agreed timescales. You'll provide the client facing support to the operational stakeholders during the post implementation phase of set successful BIDS.

As part of your role you will need to develop a strong understanding not only how the Serco contracts work, but also about the origin of data as well as the meaning. Become the focal point for review of performance and operational mitigation to ensure standards of delivery are not at risk.  You'll review performance of contracts on an ongoing basis to ensure all assumptions remain valid and offer opportunities for review where prevalent. This may involve strategic decisions for change assumptions, shift optimisation reviews to working patterns that match customer contact behaviours to deliver business needs and overall lock down of assumption drivers.  You will also provide support and engagement with Forecasting, Planning & MI team to ensure delivery of Outperform Solutions and Operational Stakeholder product menu on an ongoing basis.

This is a remote position, however there will be the requirement to travel to other Serco sites, and on occasion client sites as well as work from our offices in Liverpool 1-2 days per week (once we are back in BAU).


What you'll need to do the role

If you are already a skilled Senior MI Analyst from a result's driven Information environment (within Call Centre would be advantageous) including experience of Management Information (and Project Management would be desirable) then we want to hear from you! You will have excellent technical ability in SQL queries, views and stored procedures, as well as experience in VBA, Microsoft Excel (and MS Power BI would be advantageous) and a proven track record in data analytics, provides insight as well recommendations for changes and convinces key decision makers of business benefits of the proposed solutions. Experience of working with customer service telephony and WFM tools such as Genesys, STORM and Teleopti WFM would be highly desirable.


You'll have the ability and the experience to take a project from scoping requirements through actual launch of the project; and the ability to operate and work at Advanced level report writing.


Due to the nature of the role you should have a strong Microsoft Office skills, particularly an advanced user of Microsoft Excel.  Naturally confident, you will be able to liaise successfully with all stakeholders, particularly at senior level and have the gravitas to build solid relationships to leverage capability. It is important that you can get the best out of practices and processes and are not afraid to challenge the status quo. 


Why Serco?

Meaningful and vital work: We understand the culture of public service delivery and the obligations on us as a trusted partner to government.

A world of opportunity: Customer Service's is growing and developing, and you'll be able to contribute to and be a part of this.

Great people: We are a motivated team who will encourage you and help you to succeed. You'll have the resources you need to do your job in a diverse and supportive environment. 


What we offer:

  • From £35,000 per annum
  • Up to 6% contributory pension scheme;
  • Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships;
  • We offer flexible/agile working environments and the chance to buy annual leave as part of the Annual Leave Purchase Scheme;
  • A company passionate about diversity and inclusion


If you think this role would suit you, working in an exciting and challenging environment with like-minded individuals, please apply now and upload a copy of your CV and covering letter.



About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.


By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 



Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 


At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly a Disability Confident level 3 employer and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. 


At Serco we support fair access to employment for those with unspent criminal convictions through the Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.