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- Tasks: Lead data analysis to enhance performance and drive operational improvements in a fast-paced environment.
- Company: Join a leading contact centre network with over 2,000 employees across the UK.
- Benefits: Competitive salary of £65k - £80k plus bonuses and benefits.
- Why this job: Make a real impact by driving data-driven decisions in a dynamic, regulated setting.
- Qualifications: Experience in Financial Services with expertise in performance tracking and optimisation.
- Other info: Collaborative culture focused on transformational change and operational excellence.
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 examples of performance reports or insights you've generated in the past. This will demonstrate your ability to inform decision-making and drive service improvements.
✨Tip Number 4
Don't forget to apply through our website! We’re always looking for talented individuals who can champion data-driven decision-making. Your next big opportunity could be just a click away!
We think you need these skills to ace Performance Insight & Optimisation Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Performance Insight & Optimisation Lead. 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 Data Skills: Since this role is all about data-driven decision-making, don’t hold back on showcasing your analytical skills. Include specific examples of how you've used data to drive improvements in previous roles. We love seeing numbers and results that back up your claims!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. Remember, we’re looking for insights into your experience, so make sure they stand out without fluff!
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 don’t miss out on any important updates. Plus, it shows you're keen to join our team at StudySmarter!
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. Be prepared to discuss how you've used data to drive insights and improvements in previous positions, especially in regulated environments like Financial Services.
✨Showcase Your Analytical Skills
Prepare examples of how you've analysed operational data to inform decision-making. Think about specific instances where your insights led to tangible improvements in performance or efficiency, and be ready to share these stories.
✨Understand the Business Context
Familiarise yourself with the company's operations and strategic ambitions. Knowing how your role fits into their broader goals will help you articulate how you can contribute to their success during the interview.
✨Be Ready to Discuss Transformation
Since this role involves driving transformational change, come equipped with examples of how you've successfully led or contributed to similar initiatives. Highlight your ability to influence stakeholders and navigate complex operational environments.
