• Commercial BI Analyst

    Location(s) UK-Greater London-Hayes
    Req #
    Customer Relationship & Support
  • About Rackspace

    Rackspace is modernizing IT in today’s multi-cloud world. We have been honored by Fortune, Forbes, Glassdoor and others as one of the best places to work. We serve over 50% of the Fortune 100 companies & customers in 120 countries around the globe. Our achievements are powered by our people – we call them Rackers.  We grow & thrive through world-class development opportunities, learning & selling bleeding-edge technologies & solutions, and most importantly, connecting with each other (the best & brightest in the industry). Are you a Racker? Join us!


    More on Rackspace


    Rackers aren’t all alike. We look different. We think uniquely. We are from many places and our beliefs & backgrounds vary. But, being a Racker — a valued member of a winning team on an inspiring mission – is what connects us all. Rackers are encouraged to bring their whole self to work every day, as we know that unique perspectives fuel innovation and enable us to best serve our customers & communities around the globe. We welcome you to apply today and want you to know that we are committed to offering equal employment opportunity without regard to age, color, disability, gender, gender reassignment or identity or expression, genetic information, marital or civil partner status, pregnancy or maternity status, military or veteran status, nationality, ethnic or national origin, race, religion or belief, sexual orientation, or any legally protected characteristic. If you have a disability or special need that requires accommodation, please let us know.

    Overview & Responsibilities

    The Commercial BI Analyst is responsible for the delivery of business insight and maintaining reporting capabilities in initiatives that both maintain and improve Customer Retention strategies with the EMEA base.  This role will include profiling of the customer base, ownership of EMEA level churn projections, reporting to leadership weekly and supporting analysis of operational strategies for renewal and install base growth opportunities.


    The successful candidate will work with business users to understand requirements and expectations for permanent and adhoc requests to meet analytical data needs of the business unit. Working closely with management to prioritise business and information needs. The key remit is having the ability to maximise customer retention over customer lifetime with the business outcome to reduce customer and revenue churn.


    Roles focus:

    Delivering churn propensity insight to support mitigation opportunities

    Reviewing insight, propensity and strategies based on segmenting customers base by spend

    Identifying and reporting on trends and patterns found within the data

    Making recommendations for business and process improvement

    Define, document, implement and track process flows for all related churn and retention strategies

    Audit and recommend updates to existing methods, procedures and process documentation

    Running retention strategies programme based on industry best practice

    Designing & monitoring of governance capabilities to protect a predictable revenue model

    Leading business insight to support upgrade/upsell opportunities and optimising churn mitigation


    Skills requirements:

    • Executes well-defined project analysis, including financial benefit, structured analysis, context workflow mapping etc.
    • Serves as champion to drive adoption of recommended procedures with all stakeholders
    • Leads data analysis and reporting work for effective business decisions
    • Identifies the inter connections between business process and other technology initiatives, ensures alignment with enterprise standards and in context of business architecture
    • Project Management experience: ability to run meetings, track project scope and progress
    • Strong analytical skills with the ability to organize, analyze, and translate data sets with attention to detail and accuracy.


    • Business experience with project management and knowledge platforms skills preferred
    • Proficiency with Excel and SQL
    • Reporting tools experience – Power BI, Tableau etc.
    • Ability to function in fast paced, deliverable driven environment
    • Ability to think strategically and to manage and resolve conflicting/competing priorities.
    • Strong problem-solving ability.
    • Talent to research, understand, access and foster best practices, quality and process efficiencies.
    • Understanding IT hosting is desirable
    • Leadership and Management skills
    • Advanced Analytics skills – sophisticated data management and statistical analysis to develop predictive capabilities
    • People and customer service skills
    • Aware of tactical and strategic business decisions / business needs
    • Organising documents and prioritizing work
    • Negotiation skills
    • Analytical and statistical skills
    • Strong written and verbal communication skills including presentation skills including C Level engagement
    • Ability to communicate with colleagues worldwide