Description

"Insight is only as good as the action it informs."

I'm inspired by this mantra. It serves as my guiding principle in the realm of data analysis, reminding me that the true value of data lies in its ability to drive meaningful change.

For me, data analysis is a disciplined approach to extracting and presenting actionable insights from raw data, enabling smarter decision-making and problem-solving. As an accomplished Data Analyst, my expertise centres around dashboard data visualisation, stakeholder engagement, and the delivery of actionable insights.

I'm proficient in a diverse array of tools, including SQL, Big Query, Power BI, Looker Studio, Tableau, Excel, and Google Sheets. My forte lies in translating raw data into compelling narratives that highlight opportunities and solutions.

I bring a broad perspective to Data Analysis, having led operational teams and strategies in Customer Experience and Reporting Analytics. This experience has deepened my understanding of how data fuels informed actions and adds significant value to organisations. As a Data Analyst, I enjoy being on the leading edge of business improvement, driving transformative, data-driven initiatives.

I work well with small to medium size open minded businesses through any of the following and more:

Dashboard design and creation (along with measurement creation)

Data Analytics and Insight with a focus on actionable intelligence

Continuous Improvement methodology and implementation (in conjunction with a Systems Thinking mindset)

I'm happy to help you with small projects from simple dashboards through to large scale company wide initiatives.

Languages

English
Native or bilingual

Workplace preferences

Can work on-site

Portsmouth (up to 50km)

Portsmouth City Council
Senior Business Data Analyst
PUBLIC SECTOR
June 2023 - Today (3 years)
Reporting to the Head of Building Maintenance, responsible for the creation,
development, and expansion of a new data analytics function to enhance financial
strategies, ensure rigorous compliance, elevate customer satisfaction, and proactively
address complaints.
• Rendered £50m budget
o Exploratory analysis of key influencers
o Developed forecasting model to predict future budget, accounting for historical
trends, seasonal variance, and changeable independent variables
o Developed a method to quantify spending on individual trades and repair types
o Chaired insight delivery meetings and led action recommendations
• Surfaced insight on customer satisfaction
o Automated text mining of free format comments to understand the root cause of
low satisfaction
Microsoft Power BI SQL Server Data analysis Corporate Finance
OVO Energy Ltd
Customer Experience Insight and Analytics Manager
ENERGY AND UTILITIES
November 2021 - May 2023 (1 year and 7 months)
Portsmouth, UK
Reporting to the Head of Customer Experience, responsible for the design and
implementation of the Voice of the Customer strategy to improve customer satisfaction,
improve customer retention, reduce repeat contact, reduce complaints per 100k
customers, and achieve an NPS of above 30
• Responsible for CX Analytics department (circa 22 heads across 5 teams)
• Responsible for measuring CX across all customer facing roles UK wide and throughout
third party partnerships in South Africa and the Philippines
• Implemented a strategic approach to ensure a value driven broad measure of process,
policy, and people, and a tactical approach to identify and resolve day to day
opportunities (theory of motivation vs ability)
• Implemented predictive analysis to focus on reduction of repeat calls, complaints and
churn (theory of emotion driving behaviour)
SSE plc
Performance & Reporting Management Lead
ENERGY AND UTILITIES
April 2017 - November 2021 (4 years and 7 months)
Portsmouth, UK
Reporting to the Head of Quality, Risk and Control, responsible for the design and
provision of all Call Centre KPIs, dashboards, data requirements, work management
applications and Quality and Compliance program.
• Responsible for Performance and Reporting department (circa 15 heads across 3 teams)
• Designed, implemented and managed reporting and insight strategy for operational
business of circa 1800 heads
• Construct of data warehouse and design of ETL processes – with a focus on data
integrity and automation
• Data visualisation and dashboard design/creation – promoting focus on relative,
engaging, valuable and actionable insight
• Designed and directed the build of the Quality and Compliance management
programme and tooling - resulting in a true measurement and subsequent
improvement of service quality and regulatory compliance