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Support Insights Analyst



IT, Customer Service
London, UK
Posted on Friday, April 19, 2024

We’re on a mission to provide equitable access to economic opportunity, for everyone.

We close critical skill gaps in the workforce through a new kind of apprenticeship that combines work and learning. We begin by recognizing high-potential individuals both inside and outside of a company's current workforce and then we create applied, guided and equitable learning programs, with measurable impact. Because we believe the world needs a better way to match its potential.

We work with over 1,500 leading companies including the likes of Microsoft, Citi and Just Eat to help solve their business-critical problems, and we’ve trained over 16,000 professional apprentices in the tech and data skills of the future. This is made possible by our global team who are driven to achieve a mission that matters, together.

Join Multiverse and help us set a new course for work.

The Opportunity

Multiverse is at an exciting juncture, one that requires transformation of both scale (10,000 to 100,000 apprentice learners) and technology (recognising potential of our expanded product, platform and AI offerings). Success in the short to mid-term will be defined by how well we execute against our central strategy, how capable we are to continuously improve core operating metrics and process, and how supported our 300+ coaches are to have a daily, positive impact to our apprentices and learners. As the Insights Support Manager in the Global Operations team, you are focused on ensuring the voice of our Apprentices, Coaches and Clients are heard across the business and inform how, what and when we evolve our product.

This newly formed role will use data and insights to ensure we’re address feedback from our key audiences in a timely, resolution-focused way. Representing the voice of our most important stakeholders, you’ll play an active role in shaping the direction of the Multiverse product experience. As both researcher and project manager, you will work cross functionally within the business to influence decision making and ensure we’re constantly improving our offering based on the feedback we receive.

Specifically, You Will:

  • Define the structure through which we gather feedback and insights from our Apprentice, Customer and Coach support team to influence and inform decision making on the direction of the Multiverse experience

  • Continuously improve the accuracy and real-time nature of the feedback we gather through this team

  • Regularly produce action oriented insights which provide a holistic view of stakeholder sentiment, challenges and opportunities for improvement and work closely with the Director of Support Operations to share with key stakeholders

  • Influence decision making via your insights to ensure the implementation of key process improvements and enablement of the support team

  • Work to ensure robust action plans are in place either within relevant teams or by acting as a project manager yourself based on the insights you share. Drive accountability and ownership to ensure we’re actioning

  • Own the end to end implementation of solutions for some insights shared, acting as a cross functional project manager to align teams, stakeholders and timelines on an action-oriented solution driving impactful outcomes

About You:

  • 5+ years of professional work experience; including project management or similar

  • You have a background in building data reporting infrastructures including producing insights reports of senior stakeholders to aid process improvement

  • You have significant experience working with Tableau

  • You are results orientated with a data-driven approach. You’re comfortable using data to drive decision making and hold people accountable and achieve outstanding results.

  • You embody strong problem solving skills with resilience and determination to deliver results

  • You’re an experienced project manager with the ability to influence others and drive aligned to achieved shared goals, within deadlines

  • You have an interest in and perhaps some knowledge of emerging analytics trends (e.g. AI-enhancements)

  • You are energised by uncovering the root-cause of complex challenges and have meticulous attention to detail

  • You’re comfortable working autonomously


  • Time off - 27 days holiday, plus 7 additional days off: 1 life event day, 2 volunteer days and 4 company-wide wellbeing days

  • Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Gympass and access to Spill - all in one mental health support

  • Hybrid & remote work offering - with weekly or monthly visits to the London office and the opportunity to work abroad 45 days a year

  • Team fun - weekly socials, company wide events and office snacks!

Our commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here.


All posts in Multiverse involve some degree of responsibility for safeguarding. Successful applicants are required to complete a Disclosure Form from the Disclosure and Barring Service ("DBS") for the position. Failure to declare any convictions (that are not subject to DBS filtering) may disqualify a candidate for appointment or result in summary dismissal if the discrepancy comes to light subsequently.