Senior Strategic Planning Analyst

"It feels good to have a career with real purpose."

We’re looking for a Senior Strategic Planning Analyst to play a key role in shaping how we resource, forecast and deliver customer operations at scale.

You’ll work at the heart of our Planning & Performance function, partnering with senior stakeholders to translate demand, capacity and operational insight into robust workforce plans, forecasting models and strategic business decisions
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This is a high-impact role with visibility across the senior leadership team, where your insight will directly influence how we deliver services to over 1,000 frontline colleagues
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• Lead capacity and demand planning
  , building robust workforce and forecasting models
• Translate operational data into accurate forecasts and resource plans
• Support short-, medium- and long-term business planning cycles
• Provide data-led insights to senior stakeholders to influence strategic decisions
• Present forecasts, risks and recommendations to senior leadership
• Contribute to business planning
  , ensuring alignment with capacity and budget
• Partner with stakeholders across Customer Operations, Finance and wider teams
• Act as a trusted advisor on resourcing, planning and performance
• Identify risks, issues and opportunities
  , driving solutions and continuous improvement
• Develop MI, dashboards and insights (Power BI) to improve operational performance

• Significant experience in capacity planning, forecasting or workforce management
• Strong background in a contact centre or customer operations environment
• Experience supporting large-scale operations (500+ frontline colleagues)
• Proven track record of working with senior stakeholders and influencing decision-making
• Advanced Excel skills (modelling, analysis, automation)
• Experience using Power BI or similar visualisation tools
• Experience supporting business planning cycles and financial planning inputs

Knowledge of WFM tools (e.g. Verint, NICE, Genesys)

• Experience working in a multi-site or outsourced environment

We’re an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.