Operations Insight & Strategy Lead – FTC

Responsibilities

• Shape our thinking and understanding of customer experience and wider operational performance to support front line staff through to SLT leadership
• Create a data-led understanding of what our customers are experiencing and what they are telling us, building a full view of the Voice of the Customer
• Help us understand what we should be tracking and measuring to understand our customers (i.e. metric creation) and build reporting to monitor performance
• Work with the Director of Operations and Head of Customer Operations to create strategy & implementation plans off the back of CX data, and help us make the right prioritisation calls to address the biggest CX pain points
• Create strong stakeholder relationships, across the front line teams, the Data Team, Operations Leadership and the SLT
• Build-on and oversee our headcount forecasting tooling
• Scope and get involved in the projects to deliver improvements off the back of the insights work - liaising closely with our teams to make sure that the insight drives meaningful change
• Help us find answers to “what are we going to do differently on Monday?”

• There is no strict requirement on background, but working in management or strategy consulting, experience in growing scale-ups and performing in roles that sit between data and operations will help. You may have worked in cleantech or fintech.
• You’ll likely have a project-mindset and an action for getting things done.
• You will probably have 5-7 years of experience.
• Finding meaning in messy data and turning it into a strategy with measurable improvements
• Changing requirements and vague briefs
• Working with both data teams and frontline operational teams
• Communicating with both technical and non-technical stakeholders, and adapting your content to the audience
• Large datasets to identify key insights
• Structuring output ready for senior leadership reviewil>
• Customer data and insights
• SQL, Excel and exploring AI tooling
• Overseeing transformational projects and driving change with colleagues

Demonstrates expertise in customer experience strategy, data analysis, and operational performance improvement. Proficient in stakeholder engagement and project management to drive actionable insights and measurable outcomes.