Operational Insights Lead (12 month FTC)

Operational Insights Lead (12 month FTC)

Customers are at the heart of everything we do at Octopus Electric Vehicles.

Key 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.

Requirements

• 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 review
• Customer data and insights
• SQL, Excel and exploring AI tooling
• Overseeing transformational projects and driving change with colleagues
• Care deeply about customers and the people serving them.
• Are highly analytical and comfortable working with messy data.
• Can use data to find patterns, causes and opportunities.
• Understand that insight only matters if it changes decisions or behaviour.
• Can turn vague questions into structured analysis.
• Can communicate complex findings simply for front-line through to senior leadership audiences.
• Are excited by the potential of AI to evolve how we understand customers and operations.
• Have strong judgement on what matters and what is noise.
• Can work quickly without losing accuracy.
• Are comfortable with ambiguity and imperfect systems.
• Can work credibly with both data teams and frontline operational teams.
• Have the humility to understand the real work before recommending improvements.
• Have the drive to turn analysis into operational progress.
• Are comfortable using data to influence decisions.

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