We are looking for a Senior Performance & Insights Manager to join our Customer Experience Performance team. The successful candidate will be responsible for transforming complex data into actionable strategies, building a 'Single Source of Truth' for our Customer Support, Digital Support, Enablement, Quality, and VoC data, and driving a culture of performance excellence across our department and business.
Requirements
- Proven track record in a senior data role (ideally SaaS) where you have personally architected and built comprehensive reporting ecosystems from the ground up
- Master Storyteller & Executor: You don't just design the strategy; you have the technical grit to pull the data yourself and the communication skills to translate it for senior executive audiences
- Hands-on Forecaster: You have deep, practical experience developing and maintaining reliable models for operational metrics like contact volume and staffing requirements
- Technically 'In the Weeds': You are a power-user of CRM reporting (Salesforce) and BI tools (Looker, Tableau, or Power BI). You are comfortable getting into the SQL and data warehousing details when needed
- A Technical Mentor: While this is an individual contributor role, you lead by example—sharing your 'know-how' with our Insights & Improvement Manager to raise the team's technical bar
- CX Savvy (Bonus): Experience within a global Customer Experience organization and familiarity with predictive modeling techniques will help you hit the ground running
- A Proactive Problem-Solver: You thrive on finding the'signal' in the 'noise' and are equally comfortable presenting to a VP as you are troubleshooting a dashboard calculation
Benefits
- Competitive compensation package + bonus
- 25 days holiday per year, increasing to 28 days after 2 years of employment
- Two (paid) volunteering days a year
- Pension and life insurance
- Health cash plan, online GP, 24/7, Employee Assistance Plan
- Full access to Headspace, a popular mindfulness app
- Paid parental leave
- Season ticket loan and a cycle-to-work scheme
- Regular opportunities to connect and get to know your fellow Trusties
- Access to over 4,000 deals and discounts on things like travel, electronics, fashion, fitness, cinema discounts, and more
- Independent financial advice and free standard professional mortgage broker advice
- Talent acceleration programs: Fast-track your career with our tailored development programs designed to support growth at whatever stage of your career
