Customer Care Performance & Insight Lead

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

We’re looking for a Performance & Insight Lead to play a pivotal role in transforming how Customer Care at TfGM uses data to drive better outcomes for our customers and colleagues.

This is a strategic and influential role for an experienced data and insight professional

who can turn complex operational and customer data into meaningful intelligence that drives performance, accountability and decision-making. As the subject matter expert for Customer Care performance insight, you’ll lead the development of reporting frameworks, dashboards and analytical products that provide clear visibility of service performance, customer demand and operational effectiveness.

Working at the heart of Customer Care, you’ll help shape the future of the Bee Network by providing evidence-based recommendations that improve both customer experience and business performance. Your ability to transform complex datasets into compelling, actionable insight will influence decisions at every level of the organisation and support the ongoing transformation of TfGM’s customer services.

In this role, you’ll lead the development and continuous improvement of Customer Care’s reporting and insight capability, ensuring leaders have access to accurate, meaningful and actionable performance intelligence. You’ll work with large and complex datasets from multiple sources, transforming raw data into insightful reporting, dashboards and visualisations that support both operational management and strategic decision-making.

You’ll analyse customer demand, service performance and operational trends, identifying patterns, root causes and opportunities for improvement. Using advanced analytical techniques and effective data storytelling, you’ll help stakeholders understand not just what is happening, but why it is happening and what actions should follow.

Working closely with Customer Care service delivery teams, Customer Experience colleagues, and digital and product teams, you’ll ensure that data and insight are embedded within decision-making processes and improvement programmes. You’ll champion best practice in data quality, reporting, visualisation and governance, helping to create a culture where evidence-based decision making drives continuous improvement.

You will also play a key role in developing performance frameworks and meaningful KPIs that support Customer Care’s operational objectives and long‑term transformation ambitions.

For more information, please see the Job Profile below.

Who are we?

You’ll be joining the Customer & Growth directorate at TfGM at an exciting time as we continue to shape the future of the Bee Network.

Our Customer Care team provides support and information to millions of customers travelling across Greater Manchester. As the Bee Network continues to grow and evolve, understanding customer behaviour, operational performance and service demand has never been more important.

This role sits within Customer Care and will be central to developing the insight and intelligence that underpins service improvement and strategic decision-making. It’s an exciting opportunity to influence large-scale public services, improve everyday customer experiences and be part of a collaborative, forward‑thinking team committed to delivering meaningful outcomes for communities across Greater Manchester.

What you’ll bring

You’ll bring significant experience in performance reporting, analytics, business intelligence or insight roles, with a proven ability to work with large and complex datasets to generate meaningful business insight and drive performance improvement.

You’ll be highly analytical and naturally curious, with strong experience of interrogating data, identifying trends, uncovering root causes and translating findings into clear recommendations. You’ll have experience designing and delivering high‑quality reporting solutions, dashboards and performance frameworks that support both operational and strategic decision‑making.

We’re looking for someone who can confidently communicate complex data and analysis to a variety of audiences, using effective data visualisation and storytelling techniques to create compelling narratives that influence action. You’ll be comfortable engaging with senior stakeholders, challenging thinking where appropriate, and helping teams use data to make informed decisions.

Experience of working within a customer‑focused environment, ideally within a contact centre, customer operations or service delivery setting, would be advantageous.

Above all, you’ll demonstrate TfGM’s values of Deliver, Care and Adapt, using data and insight to improve services, support colleagues and drive continuous improvement across Customer Care.

What we can offer you

This is an opportunity to play a key role in shaping the future of Customer Care at TfGM and to lead the development of a data‑driven culture that influences how services are designed, delivered and improved.

You’ll work as part of a supportive and collaborative team where your expertise will directly influence operational performance, customer outcomes and strategic decision‑making. This role offers the opportunity to work with complex and varied datasets, develop innovative insight solutions and contribute to major transformation programmes across the organisation.

We offer a flexible and inclusive working environment, opportunities for professional development and the chance to make a real difference to the lives of people travelling across Greater Manchester every day.

This is a permanent role and comes with a salary of £50,679 – £56,359 per annum depending on experience.

At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.

Our benefits include:

• Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
• Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.
• Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
• Enhanced family-friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.
• Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website

What’s next?

Please note that the selection process is expected to include an assessment designed to evaluate candidates’ ability to analyse and manipulate complex datasets, develop meaningful performance insight, and present findings through clear and impactful reporting and dashboard solutions.

For essential guidance on applying for jobs at TfGM including AI use, Right to Work requirements, our Guaranteed Assessment Scheme, application tips, and reasonable adjustments Please follow this link to our application infographic!

Please note we may close the advert early if we receive a high volume of applications.

NOTE TO AGENCIES we will be accepting direct applications only for this role. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral CV.