Graduate AI Performance Analyst

Valda Energy Graduate AI Performance Analyst role managing and improving a Virtual Assistant while using AI performance data, customer analytics, forecasting and operational insights to improve customer experience and contact-centre efficiency.

The Energy Revolution 🎉

Valda Energy is a dynamic and rapidly growing energy supplier based in Bicester, committed to driving business success through smart, reliable energy solutions. Established in 2019 by industry experts, we bring together a diverse combination of talent to foster continuous sustainable growth.

We challenge the existing marketplace with our leading, tech-driven, and customer-focused approach. Our passion for innovation and dedication to exceptional service sets us apart.

At Valda Energy, we live by our core values: communicate, collaborate, own it, embrace change, and put the customer first. We believe that our people are our greatest asset, and we are dedicated to fostering a supportive and evolving culture. From introducing new benefits to offering structured training opportunities and hosting frequent social events, we ensure our employees thrive.

How you will Energise Our Team 🤝

At Valda Energy, we take pride in delivering the highest standards of customer service. As a Graduate AI Performance Analyst, you’ll be responsible for the end-to-end ownership, performance and continuous improvement of our Virtual Assistant, delivered through the Cognigy platform. This is a newly created role, giving you the opportunity to make it your own and play a key part in developing our AI and customer experience.

Alongside leading the Virtual Assistant, you’ll deliver operational insight, contact centre forecasting and management information to support informed business decisions. You’ll use customer demand and operational data to understand performance, plan future resource requirements and identify opportunities to improve customer experience and operational efficiency.

Working closely with the Contact Centre Manager, you’ll use operational insight, customer behaviour, AI performance data and contact centre analytics to identify improvement opportunities, develop new use cases and optimise customer journeys.

We’re open to different levels of experience, from graduates with relevant placement or internship experience to those with experience in a data-driven or operational environment. What matters most is your analytical ability, curiosity and enthusiasm for using data and technology to make a difference.

Your day-to-day responsibilities will include but not be limited to the following:

• Owning the performance, governance and continuous improvement of the Virtual Assistant within the Cognigy platform, ensuring an effective and seamless self-service experience

• Monitoring and optimising Virtual Assistant performance, including containment, customer journeys, conversation flows and AI platform usage, implementing improvements to enhance customer outcomes and manage platform costs

• Developing and deploying new Virtual Assistant journeys and capabilities in line with business priorities and governance processes

• Producing operational reports, dashboards and management information covering Virtual Assistant performance, contact centre operations and customer service metrics

• Developing and maintaining contact forecasts across all customer channels, producing staffing and Full-Time Equivalent (FTE) requirements using recognised workforce planning methodologies

• Monitoring forecast accuracy and supporting long-term capacity planning, recruitment and budget planning through data-driven forecasting and analysis

• Analysing contact demand, customer behaviour and operational trends, providing recommendations to improve self-service, customer journeys, operational efficiency, service levels and advisor productivity 

The Spark we're Looking For 🔍

• Strong analytical and numerical skills, with the ability to analyse customer demand, contact drivers and operational performance data, identify trends and provide actionable recommendations

• Excellent communication, stakeholder management and problem-solving skills, with the ability to manage multiple priorities while maintaining a high level of accuracy

• Experience using Excel, Power BI or similar tools to work with data and produce reports or dashboards, with the ability to present findings clearly to stakeholders

• A proactive and customer-focused approach, with the ability to identify opportunities for continuous improvement and support the use of technology, AI and automation to improve operational performance

Desirable:

• A graduate in a STEM subject such as Data Science, Mathematics, Business Analytics or a related discipline, with experience gained through a placement, internship or similar opportunity

• Alternatively, relevant experience in an analytical, contact centre or operational role, with a demonstrable interest in using data and technology to improve performance

• Experience within a contact centre planning, reporting, workforce management or operational insight environment, with an understanding of how data can be used to improve performance and resource planning

• Knowledge of conversational AI, chatbots, Virtual Assistants or digital self-service solutions, with an understanding of how these can be used to improve customer experience

• Good understanding of key contact centre KPIs, including Service Level, ASA, Occupancy, Forecast Accuracy, AHT, Containment, Escalation and Customer Satisfaction

Perks that Power Your Journey ⭐️

• Annual salary £28k–£30k (depending on experience)

• Company annual bonus scheme

• 25 days of annual leave plus bank holidays, a length of service award increasing up to 30 days, plus an extra day off during your birthday month

• Private Medical Insurance with Vitality Health

• Access to The Grid, our employee engagement and rewards platform, giving you exclusive discounts at hundreds of retailers, wellbeing resources, recognition tools, and more

• Life Insurance policy, providing coverage at four times your salary

• Employee Assistance Programme offering confidential support and guidance

• Enjoy an array of complimentary snacks, drinks, and lunch options in our office

• Salary sacrifice pension scheme where we will match contributions up to 5%

• In-house learning and development team devoted to nurturing your talent, unlocking potential and propelling you towards being your best

• Refer a friend scheme (up to £500), monthly team events, annual company events & recognition awards