Customer Analyst

Customer Analyst

Job Title Customer Analyst

Reporting to Customer Director

Responsibilities 

The Customer Analyst role is intended to provide management information to support the Customer Directorate, including providing support for frontline teams ensuring high levels of ticket compliance, low levels of anti-social behaviour on the Luas network, and supporting high levels of customer satisfaction and experience metrics. 

Key Accountabilities

1. Undertake analysis of customer trends including fare evasion, ticket inspection activity, revenue recovery performance and revenue recovery compliance, customer sentiment, and perception of passenger safety. 

2. Analyse data provided in various forms by multiple stakeholders within and outside of the team, including ticketless travel surveys, performance reporting, operational logging, and automatic fares collection systems (AFCS). 

3. Identify patterns of fraudulent travel, customer demographics and areas of revenue leakage. 

4. Support the Customer Assurance Controller (CAC) teams in developing targeted deployment plans to improve the effectiveness of frontline Revenue Protection and Security teams. 

5. Monitor the effectiveness of implemented revenue protection and security activities and recommend improvements. 

6. Provide reporting on KPIs to the Head of Revenue Protection & Security, Customer Service Manager and Customer Director. 

7. Contribute to revenue forecasting and business case development for revenue protection initiatives. 

8. Identify emerging threats, hotspots and trends across the network. 

9. Produce daily, weekly, monthly and annual performance reports, including reports for the client (Transport Infrastructure Ireland). 

10. Ensure data accuracy, integrity and compliance with GDPR and company policies. 

11. Support the development of business intelligence solutions and automated reporting processes. 

12. Assist with the implementation and optimisation of revenue protection and security technologies. 

13. Develop predictive models for fare evasion and customer satisfaction risks. 

14. Measure return on investment from revenue protection, security and customer insight initiatives.

Key Interfaces

• Proficient in data analytics, business analytics and statistics.
• Advanced Microsoft Excel skills.
• Experience using and implementing PowerBI, Tableau, or similar reporting tools.
• Strong analytical and problem solving capability.
• Ability to interpret large datasets and translate findings into practical recommendations.
• Report-writing and presentational skills.
• High attention to detail and commitment to data accuracy.
• Ability to understand trends and reports, understand their implications/potential effects upon customers and KAL. Ability to take action to respond in an appropriate, considered and articulated way.  
• Corporate teamworker.  Actively promotes team working across the organisation by fostering relationships with colleagues, including frontline employees and senior managers.  
• Analytical thinking to be able to consistently analyse and compares methods of working (including with group companies) with a view to delivering best practice.

Experience

• Essential: Evidence of knowledge of analytical skills, and being able to apply these to business. 
• Essential: Proficient in key analytical systems including Microsoft Excel, Microsoft Fabric and Power BI, and interfaces with other systems. 
• Essential: Evidence of understanding data visualisation. 
• Desirable: capability to integrate machine learning and artificial intelligence into data analysis processes.  
• Desirable: database management skills. 
• Desirable: experience of working in the public transport industry, and principles of revenue protection, customer service delivery and security management.

EQUALITY STATEMENT

KeolisAmey Luas values the diversity, which exists in our city, and our aspiration is to reflect this diversity in our workforce. All employees must be aware of and committed to the KeolisAmey Luas Diversity Policy.  All employees must also be aware of and comply with other Company requirements associated with Equality and Diversity issues relevant to their role.

To apply for this role, please email lua-recruitment@keolisameyluas.ie

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