Customer Care Insight Lead: Data-Driven Performance

CCMA; Manchester; Hybrid; GBP 51,000 - 56,000; Full time

Benefits offered by this job

Generous annual leave

Free travel

Local government pension scheme

Enhanced family-friendly leave

Hybrid working

Job summary

TfGM 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 to provide visibility of service performance, demand and operational effectiveness.

You will partner with Customer Care, Experience and product teams to embed data-driven decision making, develop KPIs, and support large-scale transformation across the organisation.

Qualifications

• Significant experience in performance reporting, analytics, business intelligence or insight roles.
• Ability to work with large datasets to generate actionable business insight.
• Experience designing high-quality reporting solutions, dashboards and performance frameworks.

Responsibilities

• Lead the development of reporting frameworks, dashboards and analytical products.
• Transform complex datasets into clear, actionable insights for decision-making.
• Embed data and insight within performance improvement programmes across Customer Care.
• Communicate complex data to stakeholders using visualisation and storytelling.

Skills

Performance reporting

Analytics

Business intelligence

Insight

Data storytelling

Job description

TfGM 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 to provide visibility of service performance, demand and operational effectiveness.

You will partner with Customer Care, Experience and product teams to embed data-driven decision making, develop KPIs, and support large-scale transformation across the organisation.