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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 financial services. Attend events or webinars where you can meet potential employers and make connections that could lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its operations. Understand their performance metrics and be ready to discuss how your insights can drive improvements. We want you to show them you’re the perfect fit for their team!
✨Tip Number 3
Practice your data storytelling skills. You’ll need to convey complex insights clearly and effectively. Use examples from your past experiences to demonstrate how you've driven performance improvements in similar environments.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
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 Insights: In your application, don’t just list your responsibilities; share specific examples of how you’ve used data to drive decision-making and improve operations. We love seeing real-world impacts, so let us know how your insights have made a difference!
Be Clear and Concise: When writing your application, clarity is key! Use straightforward language and avoid jargon unless it’s relevant to the role. We appreciate a well-structured application that gets straight to the point—just like we do in our data analysis!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It helps us keep track of applications and ensures you’re considered for this exciting opportunity. Don’t miss out—submit your application today!
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 frameworks you've developed that led to significant operational improvements. Be ready to explain your thought process and how you approached problem-solving in a fast-paced environment.
✨Understand the Business Landscape
Familiarise yourself with the current trends in customer service and operational excellence within financial services. This will help you engage in meaningful conversations about how you can contribute to their strategic ambitions and drive performance improvements.
✨Be Ready to Collaborate
This role involves working closely with various business areas, so be prepared to discuss your experience in cross-functional collaboration. Share examples of how you've successfully partnered with technology teams or other departments to enhance reporting and data analysis.
