Head of Customer Mi and Analytics

3 weeks ago

Birmingham, United Kingdom Culture Recruitment Ltd Full time

This leading financial services brand has an amazing opportunity for a Head of Customer MI and Analytics to join the team. Reporting to the Head of Customer Operations, the Head of Customer MI and Analytics will lead the strategic and operational multi-faceteddemands within Heritage Customer Operations, accountable for maintaining and evolving the partnership model with outsourced/in-house service providers, change delivery and service performance.

This critical role has the opportunity to shape the operational reporting & analytics strategy for a best in class service delivery, enabling best fit delivery across a range of journeys and customer interactions.

You can expect to work in a hybrid manner with time spent working in the office and at home. Our client believes that work/life balance offers benefits for customers as well as ensuring that you can balance a successful career with your life outside of work.Flexibility, what is important to you and balancing this with business requirements will be discussed during the recruitment process.

**Key Responsibilities**
- Strategise and develop customer data requirements for both short and long term benefit. This will be achieved through the management of a team of business data analysts who, with combined experience and expertise, can support the advancement of the currentjourney through data analysis and interpretation.
- Strategically defines what is important in the 'bigger picture' and drives appropriate actions to deliver 'win-win' outcomes for all stakeholders (Board, Business Unit MDs, Customer Committee's & OSP/BPO review meetings).
- Lead, own and shape the "engine room" of Management Information & Business Intelligence services provided in and on behalf of the Heritage Customer function across the Group.
- Own the measurement and be accountable for the tracking and delivery of identified Operational Management Information & Business Intelligence opportunities for customer experience
- Direct and lead the customer data analytics team to drive collaboration with all other business functions, acting as the thought leader across the group in relation to the reporting strategy.
- Lead and grow strategic thinking capability, problem-solving and customer-orientation amongst/within the team.
- Drive a continuous process improvement culture across customer experience and within our business partner relationships.
- Accountable for managing material risk across the function - taking calculated and informed decisions to drive strategic change within the Heritage business

**Person Profile**
- Post-graduate degree - Maths degree or equivalent.
- Expert in the area of Management Information & Business Intelligence.
- Ability to balance working under pressure and managing multiple tasks with variable priorities and deadlines with key stakeholders, ensuring the teams delivers accordingly.
- Strong leadership skills and superior relationship building and communication skills.
- Basic understanding and knowledge of life and pensions is preferable.

**Rewards & Benefits**
- £90-95K (Neg)
- 30% on target bonus
- Private medical insurance
- 30 days' annual leave with the option to buy and sell holiday
- 10% pension employer contribution (matching a further 2%)
- Lots, lots more

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