Data Insight Analyst

🔒 Confidential Employer
Posted 20 April 2026
LOCATION
Edinburgh
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
Technology
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Power BI Tableau Excel SQL Data Analysis KPI Reporting

FULL DESCRIPTION

This job posting is no longer active.

Data Insight Analyst

[Employer hidden — view at passion-project.co.uk] is on a mission to deliver technology that connects and transforms health and care outcomes for all. We work in a fast-moving environment where curiosity, ownership and collaboration matter - and where good data helps teams make better decisions, faster.

As our Data Insight Analyst, you’ll turn operational data from support tools and ticketing systems into clear, actionable insight that improves customer experience and drives service performance across Customer Support and wider Service Delivery. You’ll be a trusted partner to operational leaders - bringing clarity when things are ambiguous and helping teams focus on what will make the biggest difference.

Key responsibilities

  • Build, maintain and improve dashboards and performance reporting (e.g. Power BI / Tableau).
  • Produce regular KPI reporting, including: SLA performance, response/resolution times, first contact resolution, backlog volumes and ageing, ticket categorisation and trends, and CSAT metrics
  • Automate reporting where possible to improve consistency and efficiency.
  • Deliver trend and root-cause analysis, translating complex data into practical recommendations.
  • Support forecasting and capacity planning through modelling and scenario analysis.
  • Improve data integrity and reporting reliability by identifying gaps and strengthening data capture standards.

What we’re looking for

  • Experience in a data/MI/insight role within customer support, service delivery, or an operational environment.
  • Strong BI tool capability (Power BI, Tableau or equivalent) and advanced Excel.
  • Confidence handling large datasets and presenting insight clearly to different audiences.
  • Bonus: SQL, Jira (or similar), and experience in Healthcare, Social Care or Education.

Why [Employer hidden]?

You’ll join a supportive, values-led team that aims to do the right thing, own it, always be better, and succeed as one team - with flexible benefits and genuine development opportunities.

Ready to make an impact? Apply today.

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