At a Glance
- Tasks: Lead the design and delivery of service reporting and insights for performance-driven decisions.
- Company: Join a dynamic team at ParentPay Group, focused on customer support excellence.
- Benefits: Enjoy a hybrid work model with opportunities for growth and development.
- Other info: This role offers a chance to influence service innovation and operational excellence.
- Why this job: Be at the forefront of data-driven decision-making and enhance customer satisfaction.
- Qualifications: Expertise in ServiceNow, analytics, and strong communication skills required.
The predicted salary is between 36000 - 60000 £ per year.
Service Reporting & Insights Lead
Department: Customer Support
Employment Type: Permanent - Full Time
Location: Chelmsford, UK
Description
The Service Reporting & Insights Lead plays a critical role in enabling performance driven decision making across the service organisation. Reporting to the Head of Service Performance, this role is responsible for the design, delivery, and continuous improvement of Service based reporting, analytics, and insight generation that supports operational excellence and strategic growth.
With expert level knowledge of the ServiceNow platform — particularly Performance Analytics, ITSM, and CSM — this role provides the data foundation for monitoring service performance, customer satisfaction, and SLA achievement. A key part of the role is transforming raw data into meaningful insights and executive level narratives that drive improvement, enable capacity planning, and inform the integration of AI and automation into service delivery.
Working at the intersection of data, technology, and service, the ServiceNow Reporting & Insights Lead ensures leadership and operational teams have the right information at the right time to make evidence based decisions.
This includes producing board ready reports, identifying risks and opportunities, and actively contributing to the achievement of service and organisational goals such as scalability, cost control, and service innovation.
With a strong analytical mindset and a passion for customer service, you will help create a culture of continuous improvement and data informed action, ensuring we always do the right thing for the customer.
This is a hybrid role based either in our Coventry or Chelmsford office.
Key Responsibilities
Reporting to the Head of Service Performance, the holder of this role will be responsible for the delivery of high-quality service to ParentPay Group customers. This will be achieved via the following:
- ServiceNow Performance Analytics Ownership - Develop, maintain, and continuously improve ServiceNow dashboards, reports, KPIs, and metrics across ITSM and CSM to ensure accurate, real-time visibility of service performance.
- Analyse service data to identify trends, risks, and opportunities. Produce board ready and operational reports with clear narratives and actionable insights that support service excellence and strategic decision-making.
- Provide data driven insight that informs the development and implementation of AI and automation solutions. Help identify suitable AI use cases and monitor performance outcomes post deployment.
- Enable the tracking of SLA compliance, customer satisfaction, volume trends, resolution times, and service efficiency metrics through robust reporting frameworks.
- Collaborate with the Head of Service Performance to produce high quality performance packs, dashboards, and insights for executive governance and leadership teams.
- Define and manage the framework for customer satisfaction metrics (e.g., CSAT, NPS) and ensure insights are incorporated into monthly reporting.
- Champion data quality, consistency, and reliability across all reporting processes. Collaborate with process owners to ensure alignment of data inputs and outputs within the ServiceNow platform
- Identify and implement opportunities to automate reporting processes and improve the speed, accuracy, and usefulness of service data outputs
- Ensure all reporting supports a strong focus on customer experience, identifying and highlighting improvements that can enhance service quality and user satisfaction.
- Act as a trusted advisor to stakeholders across the business. Providing expert guidance on how to leverage data for better outcomes for our customers
- Use historical and real-time data to support accurate demand forecasting, workload planning, and resource alignment within the service function.
Skills, Knowledge and Expertise
- Extensive experience with ServiceNow, particularly Performance Analytics, Dashboards, and Reporting in ITSM and CSM environments.
- Demonstrable experience producing insightful, executive level reports with clear narratives and data-driven recommendation.
- Strong communication and storytelling skills, you will be able to convey insights in a clear, engaging, and customer focused way.
- Knowledge of ITILv3 or v4 frameworks, service management KPIs, and operational reporting.
- Advanced analytical skills with expertise in interpreting performance data, trend analysis, and forecasting.
- Passionate about delivering great customer service and doing the right thing for the customer.
- Proficient in ServiceNow Performance Analytics, Power BI, SQL along with demonstrable Microsoft Excel, PowerPoint experience.
- Strong understanding of CSAT, NPS, and customer experience design principles. Ability to interpret customer feedback data and translate it into measurable service impact.
- Solid grasp of resource modelling, capacity planning tools, and workload forecasting methodologies.
- Ability to optimise resource allocation based on live and predictive service data. Familiarity with Service related tools; 8x8 phone system, google analytics, Ada.
Service Reporting & Insights Lead in Chelmsford employer: ParentPay Group
At ParentPay Group, we pride ourselves on being an exceptional employer that fosters a culture of continuous improvement and innovation. Located in Chelmsford, our hybrid work environment promotes flexibility while providing employees with the opportunity to engage in meaningful projects that drive customer satisfaction and operational excellence. With a strong focus on professional development, we offer extensive growth opportunities and encourage our team members to leverage their analytical skills to make impactful decisions that enhance service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Service Reporting & Insights Lead in Chelmsford
✨Tip Number 1
Familiarise yourself with the ServiceNow platform, especially Performance Analytics and ITSM. Understanding how to navigate and utilise these tools will give you a significant edge during discussions with our team.
✨Tip Number 2
Brush up on your analytical skills by practising data interpretation and trend analysis. Being able to demonstrate your ability to turn raw data into actionable insights will be crucial in this role.
✨Tip Number 3
Prepare to discuss your experience with customer satisfaction metrics like CSAT and NPS. Showing that you understand how to leverage these metrics for service improvement will resonate well with us.
✨Tip Number 4
Think about examples from your past work where you've successfully implemented automation in reporting processes. Sharing these experiences can highlight your innovative approach and problem-solving skills.
We think you need these skills to ace Service Reporting & Insights Lead in Chelmsford
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience with ServiceNow, particularly in Performance Analytics and reporting. Use specific examples that demonstrate your ability to produce insightful reports and your understanding of service management KPIs.
Craft a Compelling Cover Letter:In your cover letter, emphasise your passion for customer service and your analytical mindset. Discuss how your skills align with the responsibilities of the Service Reporting & Insights Lead role, particularly in transforming data into actionable insights.
Showcase Relevant Skills:Clearly outline your proficiency in tools like Power BI, SQL, and Microsoft Excel. Mention any experience you have with customer satisfaction metrics such as CSAT and NPS, as these are crucial for the role.
Highlight Continuous Improvement Initiatives:Provide examples of how you've contributed to continuous improvement in previous roles. This could include automating reporting processes or enhancing service quality through data-driven decisions, which is key for this position.
How to prepare for a job interview at ParentPay Group
✨Showcase Your ServiceNow Expertise
Make sure to highlight your extensive experience with the ServiceNow platform, especially in Performance Analytics and reporting. Be prepared to discuss specific dashboards or reports you've developed and how they contributed to service performance.
✨Prepare for Data-Driven Discussions
Since this role involves transforming raw data into actionable insights, come ready with examples of how you've used data to drive decision-making. Discuss any experience you have with KPIs, CSAT, or NPS metrics and how they influenced your previous roles.
✨Demonstrate Strong Communication Skills
This position requires excellent storytelling abilities. Practice explaining complex data insights in a clear and engaging manner. Think about how you can convey your findings to non-technical stakeholders effectively.
✨Emphasise Continuous Improvement Mindset
The role is all about driving improvement and innovation. Be ready to share examples of how you've identified opportunities for enhancement in past roles, particularly in customer service contexts, and how those changes positively impacted the organisation.
