Graduate AI Performance Analyst (ID: dy4PZmwp)

A dynamic, fast-growing energy supplier based in Bicester, dedicated to driving business success through smart, reliable energy solutions. Founded in 2019 by industry experts, we bring together diverse talent and expertise to challenge the status quo and deliver a smarter, more customer-focused energy experience.

Through our innovative, technology-driven approach and commitment to exceptional service, we continue to evolve and grow sustainably, setting new standards in the energy marketplace.

Our values are at the heart of everything we do: Communicate, Collaborate, Own It, Embrace Change and Put the Customer First. We believe our people are our greatest asset, and we’re committed to creating a supportive, inclusive environment where everyone can thrive. From enhanced employee benefits and structured learning opportunities to regular social events and recognition schemes, we invest in our people and their future.

How You Will Energise Our Team

• We’re looking for a curious, analytical and forward-thinking Graduate AI Performance Analyst to help shape the future of our customer experience.
• This is a newly created role offering an exciting opportunity to take ownership of our Virtual Assistant, powered by the Cognigy platform, and drive its performance, development and continuous improvement. You’ll play a key role in making our AI-powered self-service experience smarter, more effective and more intuitive for our customers.
• Alongside developing our Virtual Assistant, you’ll deliver valuable operational insight, contact centre forecasting and management information to support better business decisions. By analysing customer demand, operational performance and emerging trends, you’ll help us anticipate resource requirements, improve service delivery and identify opportunities to enhance efficiency.
• Working closely with the Contact Centre Manager and wider teams, you’ll combine data analysis, customer behaviour insights and AI performance metrics to optimise customer journeys, develop new use cases and turn data into meaningful improvements.
• Whether you’re a recent graduate with relevant placement or internship experience, or someone who has already gained experience in an analytical or operational environment, we’re interested in your potential. Above all, we’re looking for someone with strong analytical skills, a curious mindset and a genuine enthusiasm for using data and technology to make a difference.

Your day-to-day responsibilities

• Own and develop our Virtual Assistant: Take responsibility for its performance, governance and continuous improvement within the Cognigy platform, delivering an effective and seamless self-service experience.
• Optimise AI performance: Monitor containment rates, customer journeys, conversation flows and platform usage, identifying and implementing improvements that enhance customer outcomes and manage costs.
• Build new AI capabilities: Design and deploy new Virtual Assistant journeys and functionality aligned with business priorities, customer needs and governance requirements.
• Deliver actionable insight: Create and maintain reports, dashboards and management information covering Virtual Assistant performance, contact centre operations and customer service metrics.
• Support contact centre forecasting: Develop and maintain contact forecasts across customer channels, translating demand into staffing and full-time equivalent (FTE) requirements using recognised workforce planning methodologies.
• Improve resource planning: Monitor forecast accuracy and contribute to longer-term capacity planning, recruitment and budget decisions through robust, data-driven analysis.
• Identify opportunities for improvement: Analyse contact demand, customer behaviour and operational trends to recommend ways to improve self-service, customer journeys, efficiency, service levels and advisor productivity.

The Spark We’re Looking For

• We’re looking for someone who combines analytical thinking with a proactive, customer-focused mindset and a passion for continuous improvement.

Essential skills and experience

• Strong analytical and numerical skills, with the ability to interpret customer demand, contact drivers and operational performance data, identify trends and develop practical recommendations.
• Excellent communication, stakeholder management and problem-solving skills, with the ability to explain findings clearly and manage competing priorities while maintaining accuracy.
• Experience using Excel, Power BI or similar tools to analyse data and develop meaningful reports and dashboards.
• A proactive approach to identifying opportunities for improvement, with an interest in using technology, AI and automation to enhance customer experience and operational performance.

Desirable skills and experience

• A degree in a STEM or analytical discipline, such as Data Science, Mathematics, Business Analytics or a related subject, ideally supported by relevant placement, internship or project experience.
• Alternatively, experience in an analytical, contact centre or operational role, alongside a demonstrable interest in using data and technology to improve performance.
• Exposure to contact centre planning, reporting, workforce management or operational insight, with an understanding of how data supports effective resource planning and service delivery.
• An understanding of conversational AI, chatbots, Virtual Assistants or digital self-service solutions and their potential to improve customer experience.
• Familiarity with key contact centre KPIs, including Service Level, Average Speed of Answer (ASA), Occupancy, Forecast Accuracy, Average Handle Time (AHT), Containment, Escalation and Customer Satisfaction.

Perks That Power Your Journey

• We believe great work deserves great rewards. Here’s what you can look forward to with us:
• Competitive salary: £28,000–£30,000 per annum, depending on experience.
• Annual bonus: Participate in our company bonus scheme.
• Time to recharge: 25 days of annual leave plus bank holidays, increasing to up to 30 days with length of service, alongside an additional day off during your birthday month.
• Health and wellbeing: Private Medical Insurance through Vitality Health and access to our Employee Assistance Programme for confidential support and guidance.
• Rewards and recognition: Access to The Grid, our employee engagement and rewards platform, featuring exclusive retail discounts, wellbeing resources and recognition tools.
• Financial protection: Life insurance providing cover worth four times your salary.
• Pension benefits: A salary sacrifice pension scheme with company matching contributions of up to 5%.
• Everyday extras: Complimentary snacks, drinks and lunch options in the office.
• Learning and development: Dedicated in-house support to nurture your skills, unlock your potential and help you build your career.
• Celebrate together: A refer-a-friend scheme offering up to £500, monthly team events, annual company celebrations and recognition awards.

Ready to Energise Your Career?

If this sounds like the opportunity for you, we’d love to hear from you. Don’t worry if you don’t meet every requirement; we value potential, curiosity and a willingness to learn just as much as experience. You could be exactly who we’re looking for.

We are proud to be an equal opportunity employer, and we welcome applications from people of all backgrounds and experiences. We’re committed to making our recruitment process accessible and inclusive, so if you have any individual requirements or need adjustments during the application process, don't hesitate to get in touch with our team.

Join us and help turn data, technology and AI into better customer experiences.

Position: Graduate AI Performance Analyst - Job Type: Full-Time - Salary: £28,000 to £30,000 per year DOE - Location: Bicester