Customer Operational Intelligence Manager in Chelmsford

• Customer Operational Intelligence Manager
• Permanent, Full Time

*Please note this is a hybrid‑working role, with a requirement to work in the Chelmsford office one day per week on average, depending on business need.

• Accountabilities
• Lead and develop a high‑performing Customer Intelligence function, creating a culture of curiosity, innovation, continuous improvement and customer focus.
• Develop the strategic vision for customer intelligence, ensuring insight and evidence are embedded within operational and strategic decision‑making.
• Provide senior leaders with robust intelligence, insight, forecasting and performance information that informs service planning, resource allocation and transformation activity.
• Translate complex customer, operational and performance data into compelling narratives, actionable recommendations and opportunities for improvement.
• Act as a trusted advisor to senior stakeholders, influencing decision‑making through evidence‑based challenge and insight.
• Drive the adoption of modern analytical approaches, reporting technologies and data visualisation techniques to improve efficiency, accessibility and impact.
• Lead cross‑functional improvement initiatives, using intelligence and evidence to identify opportunities to enhance customer experience, efficiency and service performance.
• Build analytical capability across Customer Services, promoting a culture where data, evidence and insight are used confidently at all levels.
• Develop strong relationships across the organisation and with external partners to ensure intelligence is used effectively to improve outcomes for residents.
• Inspire, coach and develop team members, creating a high‑performing environment where people are empowered to innovate and grow.

Skills, Knowledge and Experience

• Demonstrable experience of leading and developing analytical, intelligence, insight or business intelligence functions.
• Strong leadership skills with a proven ability to motivate teams, develop capability and create a high‑performance culture.
• Experience of working with senior leaders and influencing strategic decision‑making through evidence, insight and constructive challenge.
• Strong stakeholder management skills, with the ability to build credibility, establish trusted relationships and work effectively across complex organisations.
• Significant experience of translating complex operational, customer and performance data into actionable insight and recommendations.
• Strong technical understanding of business intelligence, reporting and data visualisation tools, including experience of modern analytical platforms such as Power BI.
• Experience of identifying opportunities for innovation, service improvement and organisational change through the effective use of data and intelligence.
• Excellent communication skills with the ability to present complex information clearly to both technical and non‑technical audiences.

Desirable

• Experience of forecasting, operational planning and performance management within a customer‑focused environment.
• Knowledge of local government, public sector delivery or politically led organisations.
• Experience of data automation, advanced analytics or emerging technologies, including AI‑enabled insight generation.
• Experience leading cross‑functional programmes, service improvement initiatives or transformation activity.

Essex County Council is proud to be a Disability Confident Leader.

We’re committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job.

Please speak to our recruiters if you require any reasonable adjustments during the process.

We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

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