Job Description
At Connect2Hackney, we connect exceptional interim talent directly with key council initiatives. We are currently recruiting a Data and 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 DoingFailure 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 and Digital Analytics: Configure analytics (GA4 / Plausible) across LocalGov Drupal forms and digital portals to identify user friction points and drop-off trends.ROI and Business Case Modelling: Translate operational data into cost-per-contact savings, cost avoidance figures, and capacity freed up to ..... full job details .....