Manager - Data Insights & Business Intelligence (5-7 yrs)

About the role:

- At Company, we have big ambitions, and our service delivery function is at the heart of them.

- We are going through a wide-scale transformation and to that end we need enhanced reporting and data insights capability to help us drive improvements in our performance through improved intelligence over customer behaviour and sentiment, develop capability and deepen understanding of performance and opportunities for continual improvement and optimisation.

- Reporting into the Head of Business Services, as the Data Insights and BI Manager, you will develop and expand our capability to better understand internal operational performance, P&L optimisation and customer experience right across the organisation but with a particular focus on our service delivery function in all locations across UK, India and Ireland, allowing us to drive excellent performance across all KPIs.

- You will also be instrumental in developing our manager dashboards and operational reports, equipping managers and colleagues with the tools required to make effective business decisions.

- Key success measures for the role will include identification of cost maximisation opportunities through understanding key levers, supporting NPS improvements, identifying operational productivity optimisation opportunities, supporting transformation programmes as they deliver capability to ensure fully embedded to BAU, creating self-service dashboards and, leading forums for improving performance across KPIs.

- You will work right across the business to ensure alignment in reporting and KPIs, including working closely alongside our Finance, Commercial, HR Services, Professional Services, Technical Consultancy and Product and Engineering teams.

In this role your key responsibilities will be:

- Scope, design, build and test custom reports in PowerBI, Zendesk and other reporting tools as may be necessary

- Create periodic, regular and ad-hoc reports and complete/align and map/extract data when needed.

- Identify patterns, relationships, and problems in data and statistical sets and provide actionable insights to the business which help to drive efficiency, improve quality, brand NPS and cost to deliver

- Contribute and assistin the creation of a data warehousewithin the businessto ensure clear guidance, structured master data approach and regular engagement with stakeholders

- Troubleshoot data-related problemsand escalate issuesaccordingly.

- Use continuous improvement methodologies to assess current ways of working and to design and build to be processesand outputs.

- Additionally, provide data insights to continuous improvement, brand NPS and operational readiness teams, allowing them to focus attention on critical and material improvement activities.

- Collaborate with wider workstreams to gather requirements and identifyreporting and analytics opportunities.

Qualifications and Skills for Data Insights & BI Manager

- 5+ years of working in a similar capacity

- Excellent analytical capability with strong attention to detail and an inclination for problem solving

- Ability to critically question assumptions, and understand strategic direction statements

- Translate strategic goals into measurable outcomes, to deliver relevant reporting and insights

- Deliver actionable insights from data through questioning and analysis

- Works well and collaborates effectively in a team and can effectively influence and coach to achieve outcomes

- Ability to use SQL and Microsoft Excel to create pivot tables, graphs and charts.