What was your path to Experian?
I’ve been here for 11 years now. I worked in Brazil during the first eight years of my career at Experian, and then I moved over to the UK. In Brazil, I worked in Forecasting and Management Information (MI), then I was invited to come here to do a similar job in a contact centre environment. Experian looks for talent internally, wherever it is in the world.
Then, I was promoted to Forecasting Manager. My role is to provide the information we need for planning and use data to inform the decisions we make in service.
My next step would be moving to a senior position like that of my current manager, or a senior position in a different division. There are a lot of possibilities, and there’s a clear path, from analyst to a manager to a senior position.
What does a typical day look like?
I start my day looking at previous forecasts we’ve made and how accurate they were. If we have a problem, I go to search for the root of it. If nothing like that comes up, I answer emails from internal clients, and I monitor KPIs for the contact centre business. I also develop new reports, new analysis, and new forecast processes.
What training or development do you get?
As an analyst, there's internal training, plus more specialist training courses. Then there’s the new Service Academy, which gives you a better understanding of the contact centre environment.
There are a lot of management workshops and online courses. You also have resources that show you how to give proper feedback and development plans for your team.
What are the key skills and traits needed to be an Analyst?
The main one is an analytical mindset. You need an intuitive mindset, a passion for looking into data try to find the roots of problems, or the issues, or drivers that are causing any particular KPI to go higher or lower.
We’re all different. It’s a really nice, collaborative environment where anyone can have ideas or make suggestions on how to improve processes. It’s not hierarchical in that way. Everybody can share ideas, or say what they want or what they need.
Which office do you work at, and what do you like about it?
I work at Lambert House. We’re close to the contact centre, it’s always a positive environment and people have fun. We have volunteer days like helping at a local farm. We go out as a team every few months, and we’re always planning lunches together. Then there’s the Christmas dinner too.
And how would you describe the culture of working in the UK?
I think it's very diverse and very collaborative. So we always listen to everyone to get the best solution or the best decision, even if it takes a little bit of more time. We have an environment where you always can say what you think, and you’ll be listened to. I think that's the best thing about the culture.
What makes Experian a good company to work for?
I think three things. One is the environment. The second point is the number of opportunities – I moved to a different country, and I had a promotion. So there are always opportunities if you work hard and you are thinking about your career path. And the third point is that it’s one of the biggest and most well-established companies in the UK.
Build bespoke models to predict a person or customer segment’s propensity to buy, potential spend, likelihood of churn, risk potential or likelihood to pay.
In this more technical role, the focus is on gathering, preparing, processing and manipulating data to support data modelling.
Working closely with clients to understand their requirements, you will feedback the insights and ideas that help us develop bespoke new analytics solutions.
Be heavily involved in research and development, with the freedom to come up with new ideas and access to our cutting-edge data processing facilities.
Use software programming to develop and implement analytic algorithms and data processing tools.
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