Business Unit: COO, Customer Operations
Salary Range £31,600 - £39,500 DOE + red-hot benefits
Location: UK Remote – Occasional travel to hub
Contract Type: Permanent, Full time

OUR TEAM

We have an amazing opportunity for someone to join our Customer Operations – Performance Insight team, primarily specialising in understanding performance, monitoring trends, strategy, and benchmarking. If you’re self-motivated, enthusiastic and ready to make a real difference to a successful and go-getting team then we are looking for you!
The successful candidate will focus on all customer services, strategy, optimisation, and supporting the Leadership team in achieving business objectives. You’ll work with our key stakeholders to understand our performance against the context of internal targets and the external market, whilst identifying opportunities and supporting the development and execution of our strategies. You’ll play a significant role in helping the business deliver against their data, customer service, and cost ambitions.

• Supporting Lead Insight Specialists and Leadership in bringing ideas around insight to life, building intuitive and informative data handling models and reporting tools.
• Create, produce, and present Insights to relay timely and insightful information/ recommendations to key leadership stakeholders to facilitate business decision making, identifying key risks and opportunities.
• Use statistical and analytical techniques to handle and interpret large data sets to support the strategic goals of the business.
• Interrogate core operational systems such as WFM, ControliQ and telephony platforms to extract key operational data, understanding and interpreting it to create meaningful insight.
• Design and develop models, dashboards and executive views to provide performance related insight used to make key business decisions across Customer Operations.
• Undertaking analysis of industry benchmark, market, and economic information to provide key insight of current and future banking trends.
• Collaborate with Senior Management and the wider business, as well as technical stakeholders in Commercial, Marketing, Finance, D&I, and GBI.
• Participate in performance forums alongside key operational stakeholders. Provide good quality, thought provoking material that turns insight into action, supporting end to end action plans to delivery stage. Provide ongoing insight to confirm impacts of actions taken.