Description
Ryanair, Europe’s largest airline, is looking for an ambitious, driven, and hardworking business analyst to join Europe’s busiest customer service team. At Ryanair, we are focused on growth with ambitious plans over the next number of years.
Objectives of this Role
Work with the team to develop business cases and functional requirement specifications for labs BI development, helping to automate basic processes.
Develop a series of process maps linked to outcomes and work with the various partners to automate tasks that are currently manual.
Work with wider CS teams to deliver a predictive model on self‑service and forecasted escalations, using all customer insights to drive the initiatives required to process improvement.
Produce insight reports using inferential statistics and turn them into dashboards providing executive level information to Z level stakeholders.
Work with the various outsource partners to develop a plan to reduce contacts, reduce repeats, automate some contact types and drive‑up contact deflection rates.
Work with the WFM manager and other teams to develop several reports that provide insight into customer behaviour and help to support the development of the future forecast and head count plan.
Analyse historical data and current call and chat volumes to accurately forecast staffing requirements and schedule adherence.
Monitor real‑time performance metrics, making timely adjustments to staffing levels and schedules to ensure operational efficiency and meet service level targets.
Collaborate proactively with operations leadership to develop robust staffing plans aligned with strategic business objectives.
Ability to organise and prioritise projects in a fast‑paced and deadline‑oriented business environment.
Requirements
BA or BSc or equivalent qualification
Project management qualification or some equivalent standard
Some experience of Workforce Planning and Business Analysis
At least a year experience in Data Insights & Reporting preferred
Advanced Microsoft Office skills, particularly in Excel for data analysis and experience in building reports from scratch on reporting tools such as Power BI, Tableau
Exceptional analytical skills with the ability to interpret complex datasets and large volumes of data
Strong analytical skills and ability to interpret data to drive decision‑making
Excellent organisational and time‑management abilities
Self‑starter and resilient individual who excels in a fast‑paced environment
Experience of working in an agile, fast‑paced consumer centric ecommerce environment
Familiar with Customer Support is an advantage
Very strong stakeholder management skills, a strong communicator both verbal and written
Strong process focus and attention to detail, good at reporting and ability to react/adapt to the changing business needs
Benefits
Competitive salary
Discounted and unlimited travel to over 250 destinations
Defined Contribution Pension Scheme
Death in Service Benefit – Up to 2 times of annual basic salary
20 Days Annual Leave – Increasing to 22 days after 12 months and 25 days after 3 years of continuous service
Option for up to 5 additional unpaid leave days per year
Cycle 2 Work Scheme
Unrivalled career progression
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