The Customer Experience Insights team perform a critical role for several business improvement workstreams. Through analytical activities the team lead in the provision of actionable insights, helping shape our customer journeys, improve our propositions, and enhance our customers’ interaction experience across channels; whether online, app, IVR & chat self-service, assisted calls, chats and social interaction or customer complaints.
Working across the Commercial Operations & Business Care, this role leads a team of analysts to achieve our budgetary and operational goals:
- Managing the tracking of customer demand and operational productivity initiatives, to enable benefit realisation through the planning and budgeting processes
- Leading the assessment of resource planning impacts from proposition launches and changes, to enable effective decision making
- Leading analytical support for strategic initiatives, such as the design and implementation of operating model or estate changes
- Proactively managing identification and interpretation of customer contact behaviours and trends; providing data-led approach to decision making
Several business programmes and workstreams rely on the team’s analysis, therefore effective prioritisation of workload, then expectation management and communication with stakeholders are a critical part of the role.
As a manager of people this individual is expected to continually motivate the team to deliver business analysis in line with changing business requirements.
Against this backdrop of change, the right candidate will have an appetite to advance the capabilities of the team. Develop new skills, through tools, methods, and techniques with the express aim of generating more rapid, repeatable outputs that create business improvement opportunities with scale.
What will you be doing?
- Leading at team of analysts to produce actionable insights to meet the needs of supported business workstreams and a range of stakeholders.
- Scoping opportunities and risks resulting from new or changing propositions to enable data lead decision making
- Scoping and sizing the benefits business improvement activities across channels to allow cost reduction benefits to be realised
- Benefits tracking to provide a clear understanding of performance compared to budgetary goals
- Providing detailed analysis that allows stakeholders to interpret operational performance and underlying customer demand across frontline operations (calls, chats, complaints, self-service) using a range of measures.
- Providing analytical support for a range of operating model initiatives across Commercial Operations, Business Care or Finance frontline operations.
- Identifying and interpreting customer contact behaviours and trends; providing data-led approach to decision making
Who are we looking for?
- A proven track record of delivering high-quality analytical outputs to multiple stakeholders through leading a team of analysts
- Ability to demonstrate how analysis and insights have translated into customer and business benefits.
- Experienced people manager with the ability to develop a high performing team
- Essential knowledge of data manipulation tools and resources, AWS & GCP, SQL and Python, R, excel, etc
- Expert knowledge in the use of data visualisation tools to aid the interpretation and sharing of analysis