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- Tasks: Lead data analysis to enhance performance and drive operational improvements.
- Company: Dynamic contact centre network with a focus on innovation and efficiency.
- Benefits: Competitive salary, bonus, and benefits package.
- Why this job: Make a real impact in a fast-paced environment while driving strategic change.
- Qualifications: Experience in Financial Services and expertise in performance optimisation required.
- Other info: Collaborative culture with opportunities for professional growth and development.
The predicted salary is between 55000 - 70000 £ per year.
Our client has a network of contact centres across the UK with an FTE or larger than 2,000 people, and things move quickly!
Insights are critical in enhancing the effectiveness and efficiency of their operation. By enabling data-driven and informed decision making, this role will be key in the BAU function of our clients business, as well as provide the clarity that enables sustainable delivery against our strategic ambitions across a multi-site, regulated environment.
** Salary: 65k – 80k + bonus + bens **
** A background in Financial Services if crucial for this role **
This role sits within the Resource Planning, Optimisation & Operational Excellence centre and supports the broader team in enabling consistent and more efficient and effective operations.
Key Responsibilities:
- Own the analysis of operational and performance data to generate insights that inform decision-making and service improvements.
- Proactively analyse performance trends across the customer service estate, identifying focus areas and opportunities for improvement, driving engagement with the area owners.
- Own the performance reporting frameworks, identifying and delivering against opportunities for improvement and automation in our reporting and data analysis through partnerships with technology teams.
- Drive timely reporting and insight provision across the operational areas, applying automation where relevant, to drive quick business decisioning.
- Provide monitoring and reporting support associated to performance-related benefits from strategic transformation initiatives.
- Collaborate with various Business Areas to ensure the data and associated insights arefit for purpose.
- Deliver the data and insights that underpin service delivery, performance and optimisation across contact centres, back-office operations and specialist teams.
- Champions data-driven decision-making that reduces friction and improves resolution speed.
We need you to have:
- Proven track record leading large-scale workforce and performance insight in regulated Financial Services, banking or Utilities.
- Expertise in performance tracking, reporting and optimisation frameworks.
- Experience of enabling and driving transformational change in large operational environments.
- Demonstrated ability to influence and challenge at ExCo level.
- Deep understanding of operational performance metrics and optimisation frameworks.
- Advanced knowledge of performance tracking and reporting methodologies, tooling and systems.
- Strong market knowledge of best practice in performance reporting and optimisation.
- Insight into evolving customer, colleague and automation trends that impact service delivery.
Performance Insight & Optimisation Lead employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Performance Insight & Optimisation Lead
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those working in performance insight and optimisation. Attend events or webinars where you can meet potential employers and showcase your expertise.
✨Tip Number 2
Prepare for interviews by brushing up on your knowledge of operational performance metrics and optimisation frameworks. Be ready to discuss how you've driven transformational change in previous roles – real examples will make you stand out!
✨Tip Number 3
Showcase your analytical skills! Bring along case studies or examples of how you've used data to drive decision-making and improve service delivery. This will demonstrate your ability to own the analysis of operational data effectively.
✨Tip Number 4
Don't forget to apply through our website! We want to see your application and help you land that dream role in performance insight and optimisation. Plus, it’s a great way to ensure your application gets the attention it deserves.
We think you need these skills to ace Performance Insight & Optimisation Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Performance Insight & Optimisation Lead role. Highlight your experience in financial services and any relevant performance tracking or optimisation frameworks you've worked with. We want to see how your background aligns with our client's needs!
Showcase Your Insights: In your application, don’t just list your responsibilities; showcase specific insights you've generated from data analysis in previous roles. We love seeing how you've driven decision-making and improvements in operational performance!
Be Clear and Concise: When writing your application, keep it clear and concise. Use bullet points where possible to make your achievements stand out. We appreciate straightforward communication, especially when it comes to complex data insights!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for this exciting opportunity. Plus, it’s super easy!
How to prepare for a job interview at Cactus Search
✨Know Your Numbers
Make sure you brush up on key performance metrics relevant to the role. Understand how they apply to the financial services sector and be ready to discuss specific examples of how you've used data to drive insights and improvements in previous roles.
✨Showcase Your Analytical Skills
Prepare to demonstrate your analytical prowess. Bring along examples of reports or dashboards you've created, and be ready to explain how your insights led to actionable changes. This will show that you can not only analyse data but also translate it into meaningful outcomes.
✨Understand the Business Context
Familiarise yourself with the client's business model and their operational challenges. Being able to discuss how your experience aligns with their strategic ambitions will set you apart. Think about how you can contribute to their goals in a multi-site, regulated environment.
✨Be Ready to Influence
Since this role involves influencing at ExCo level, prepare for questions on how you've successfully navigated challenging conversations in the past. Think of examples where you've had to advocate for change or challenge the status quo, and be ready to share those stories.
