Customer Insights Leader
3 days ago
We're seeking an experienced leader to drive data-driven decision making and strategic planning within our Customer Service teams.
You'll be responsible for leading a team of analysts and workforce planners in extracting meaningful insights from data and translating them into actionable recommendations that enhance performance.
The successful candidate will have a proven track record of driving business outcomes through data analysis and strategic planning, as well as strong leadership and communication skills.
Key Responsibilities:
- Lead a high-performing team of analysts and workforce planners in extracting insights from data and providing actionable recommendations.
- Oversee key initiatives such as customer service metrics, NPS, and performance reporting.
- Develop and implement workforce planning strategies to ensure service demands are met.
Requirements:
- Proven experience in data analysis and strategic planning within a call centre type environment.
- Strong technical knowledge including SQL and advanced Excel skills.
- Ability to create data visualisations that communicate complex insights to non-technical stakeholders.
- Comfort in presenting data to business leaders and influencing decision-making.
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