Customer Care Analytics & Performance Lead

Transport for Greater Manchester; Greater Manchester; On-site; GBP 51,000 - 56,000; Full time

Benefits offered by this job

Generous annual leave starting 28 days

Free travel on buses and rail/Metrolnk

Pension scheme

Hybrid working options

Job summary

Transport for Greater Manchester is seeking a Performance & Insight Lead to transform how Customer Care uses data to improve outcomes for customers and colleagues. You will develop reporting frameworks, dashboards and analytical products that provide clear visibility of service performance and demand.

You will champion data quality and storytelling, translate complex datasets into actionable insights, and influence decisions across TfGM to support the transformation of Customer Care and the Bee

Qualifications

• Experience in performance reporting and analytics.
• Ability to translate data into actionable insights.
• Experience designing reporting solutions and dashboards.

Responsibilities

• Lead development of reporting frameworks and dashboards for Customer Care.
• Analyse customer demand, service performance and operational trends.
• Communicate complex data clearly to stakeholders and influence decisions.

Skills

Performance reporting

Analytics

Business intelligence

Data storytelling

Stakeholder engagement

Job description

Transport for Greater Manchester is seeking a Performance & Insight Lead to transform how Customer Care uses data to improve outcomes for customers and colleagues. You will develop reporting frameworks, dashboards and analytical products that provide clear visibility of service performance and demand.

You will champion data quality and storytelling, translate complex datasets into actionable insights, and influence decisions across TfGM to support the transformation of Customer Care and the Bee