Customer Operations & Analytics Lead

Octopus Legacy Limited; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

27 days holiday

Birthday day off

Work from anywhere (4 weeks)

Vitality Health & Life Insurance

Enhanced parental leave

Free Will & LPAs + discounts

Cycle to Work

EV Salary Sacrifice

Charity match £500

Dog-friendly office

Job summary

Octopus Legacy is seeking a hands‑on Customer Operations Manager to bring structure and momentum to our Customer and Bookings teams. You will implement and manage operations, build dashboards, and partner with leadership to optimize processes and lift efficiency.

This role is highly data‑driven and requires turning numbers into clear recommendations that improve the customer experience and P&L. You’ll work closely with frontline colleagues, translating pain points into scalable solutions, while

Qualifications

• Experience in operating customer or frontline teams and driving throughput.
• 3+ years in a start‑up or scale‑up environment with building new processes.
• Data fluent with ability to design tracking, dashboards and actionable insights.
• Commercially minded with understanding of how metrics map to P&L and customer experience.
• Natural at identifying pain points and designing practical improvements.
• Builds trust with frontline teams by listening and co‑creating solutions.
• Comfortable working in ambiguity and shaping a role as you go.
• Organised, decisive and able to juggle priorities.

Responsibilities

• Own the operational engine for Customer and Bookings teams and measure performance.
• Build data capture and tracking across teams to reveal what works and what doesn’t.
• Design dashboards and reporting used by leadership to drive decisions.
• Redesign processes to cut waste and lift productivity across teams.
• Work with leadership to understand frontline pain points and enable better workflows.
• Develop KPIs that impact P&L and customer experience while maintaining service quality.

Skills

Operations management

Data dashboards

Process improvement

Cross-functional collaboration

Frontline empathy

Tools

Excel

Job description

Octopus Legacy is seeking a hands‑on Customer Operations Manager to bring structure and momentum to our Customer and Bookings teams. You will implement and manage operations, build dashboards, and partner with leadership to optimize processes and lift efficiency.

This role is highly data‑driven and requires turning numbers into clear recommendations that improve the customer experience and P&L. You’ll work closely with frontline colleagues, translating pain points into scalable solutions, while