At a Glance
- Tasks: Lead customer experience insights and operational strategy to enhance service delivery.
- Company: Join Octopus Electric Vehicles, a customer-centric and innovative company.
- Benefits: 12-month fixed-term contract with opportunities for professional growth.
- Other info: Dynamic role with the chance to work on transformational projects.
- Why this job: Make a real impact by transforming customer data into actionable strategies.
- Qualifications: Strong analytical skills, experience with data tools, and excellent communication abilities.
The predicted salary is between 46537 - 56879 £ per year.
Operations Insight & Strategy 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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Operations Insight & Strategy Lead (12 month FTC) employer: NextGenEnergyJobs
NextGenEnergyJobs is an exceptional employer that fosters a collaborative and innovative work culture, perfect for those passionate about driving change in the home energy sector. With a strong emphasis on employee growth, we offer ample opportunities for professional development and mentorship, ensuring that our team members thrive in their roles. Located in a vibrant area, we provide a dynamic environment where your contributions directly impact our mission to create sustainable energy solutions.
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We think this is how you could land Operations Insight & Strategy Lead (12 month FTC)
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We think you need these skills to ace Operations Insight & Strategy Lead (12 month FTC)
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