Zoe Thornton

Experience

• 

  TalkTalk

  Oct 2010 - Jan 2022

  Working in the Insight & Analytics function of the business, I worked as the Lead Insight Analyst on Churn and Base Management. My main responsibilities were to expose insight into key focus areas around the wider business and recommend solutions to improve our customer experience whilst being financially beneficial, helping the business to become data driven.As well as delivering insight analysis, I built a fully automated data estate and reporting suite for the Supply Chain department. I built this mainly using SSIS, Power BI and Microsoft Azure, for the team to consolidate all data feeds into one secure area whilst building a visual reporting and insight function to track performance and identify improvement areas. Show less As an Insight Analyst, my responsibilities are to analyse and assess technical and transactional data to provide insight as to what pain points are in our current processes across the business. This helps to identify customer experience and business improvement opportunities. I have experience of working on a data driven strategic transformation programe to revolutionize the entire repair journey our customers go through. I am proud that I was able to be part of a team that has and is still continuing to make a huge difference to the service our customers receive. Show less During my time in the Service Management Centre, I worked in the fault department, working in LLU Voice Repair. I handled escalations and also helped in trend analysis for potential incidents. Over the last 18 months of my time in the SMC, I aided managers with quality management work for my colleagues and numerous other tasks and projects. I also coached, supported, and tracked productivity for 20 new starters to the SMC under CWF. I have also completed my NVQ in Customer Service with the SMC. I also got the opportunity to become a Process Champion assisting the CSI (Continuous Service Improvement) team. Show less

  • Senior Business Intelligence Analyst

    Jul 2019 - Jan 2022

  • Business Insight Analyst

    Jul 2015 - Jul 2019

  • Trials Analyst

    Oct 2014 - Jul 2015

  • Voice Repair Engineer

    Jul 2011 - Oct 2014

  • Provisioning Agent

    Oct 2010 - Jul 2011
• 

  ZT Training

  Feb 2022 - Aug 2024

  Coach & Business Owner
• 

  Flutter International

  Apr 2024 - now

  Senior Talent Analytics Specialist

  As a Senior Talent Analytics Specialist, I own all data responsibilities for the Talent & Branding team, managing key performance metrics on recruiter and applicant performance. I provide end-to-end reporting and insights, identifying trends and uncovering opportunities to optimize hiring strategies. By analysing data and translating it into actionable insights, I help drive improvements in efficiency, candidate experience, and recruitment success.Beyond reporting, I serve as the data SME for the team, leading data upskilling initiatives to foster a data-driven mindset. Through hands-on training and knowledge sharing, I empower colleagues to interpret, trust, and leverage data in their decision-making, ensuring a culture of data confidence and continuous improvement.I specialise in identifying patterns, diagnosing inefficiencies, and delivering strategic insights that enhance team performance and streamline processes. My goal is to shape a culture of insight-driven decision-making, where data is not just reported—but actively used to drive success in the Talent department for wider business benefit. Show less