CX Planning Lead

Dŵr Cymru Welsh Water; Cardiff; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

34 days annual leave

Pension contributions

Free mortgage brokering services

Gym and fitness discounts

Cycle to work scheme

Car-leasing scheme and on-site parking

Health Cashback and online GP service

Employee assistance programme

Training and coaching opportunities

Discounts at Welsh Water attractions

Job summary

Dŵr Cymru Welsh Water is seeking a skilled performance analytics professional to optimise customer service performance by aligning front and back office operations. The role involves developing insights from detailed data, presenting timely reports, and influencing senior stakeholders to improve efficiency across multi-channel services.

The position emphasizes KPI/PI development, real-time support, and forecasting models, with leadership responsibilities and potential security checks.

Responsibilities

• To be able to provide insights in order to optimise performance across the business that aligns front and back office to deliver effective and efficient customer service
• Influencing key senior stakeholders across the business
• To develop and present meaningful business insight from detailed performance data
• Provide and present accurate, timely and informative performance reports
• Identifying performance issues and proposing mitigating actions and/or recommendations to improve the efficiency and effectiveness of services.
• Advise on the development and implementation of KPIs and PI's, monitor and review these to ensure alignment with the performance management framework
• To provide effective and accurate resource planning for multi-channel business areas to ensure an adequate staff level across the business to achieve business goals and KPI's. Using both specialist applications such as the Genesys WFM/WFO tools and familiar with Excel modelling.
• Analysis and reporting of daily, weekly, monthly and ad hoc performance highlighting key drivers of the results
• Analysis of statistics in order to forecast future trends and provide recommendations to the business
• Oversee the development of bespoke planning and forecasting models for the business to ensure that departments can achieve their KPIs in the most cost-effective manner
• Experience of providing real-time support and insight - to improve operational performance and further develop plans and forecasts
• To support the Planning and Performance Manger in the development of the P&P Business Plan objectives and effectively implement the operational activities that support the overall business plans
• To provide leadership and undertake line management responsibility in line with company management practices to maximise employee engagement and positive behaviours., For some roles there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer. Excellent influencing skills with a track record in managing senior stakeholders
• Advanced knowledge in developing Performance frameworks that align to business goals
• Ability to investigate data anomalies, understand its context and impact, and suggest solutions for fixing it;
• Advanced knowledge of Resource Planning and Forecasting
• Substantial experience in WFM/WFO to be able to manage, administrate and trouble shoot the telephony system and workforce application
• Experience of being able to translate Company strategic goals into practice to ensure that forecasts and modelling are aligned
• Has significant & relevant experience of managing people, HR practices and health and safety
• Experience of coaching and mentoring staff within a planning function to maximise their performance and engagement

Job description

Job responsibilities

• To be able to provide insights in order to optimise performance across the business that aligns front and back office to deliver effective and efficient customer service
• Influencing key senior stakeholders across the business
• To develop and present meaningful business insight from detailed performance data
• Provide and present accurate, timely and informative performance reports
• Identifying performance issues and proposing mitigating actions and/or recommendations to improve the efficiency and effectiveness of services.
• Advise on the development and implementation of KPIs and PI's, monitor and review these to ensure alignment with the performance management framework
• To provide effective and accurate resource planning for multi-channel business areas to ensure an adequate staff level across the business to achieve business goals and KPI's. Using both specialist applications such as the Genesys WFM/WFO tools and familiar with Excel modelling.
• Analysis and reporting of daily, weekly, monthly and ad hoc performance highlighting key drivers of the results
• Analysis of statistics in order to forecast future trends and provide recommendations to the business
• Oversee the development of bespoke planning and forecasting models for the business to ensure that departments can achieve their KPIs in the most cost-effective manner
• Experience of providing real-time support and insight - to improve operational performance and further develop plans and forecasts
• To support the Planning and Performance Manger in the development of the P&P Business Plan objectives and effectively implement the operational activities that support the overall business plans
• To provide leadership and undertake line management responsibility in line with company management practices to maximise employee engagement and positive behaviours., For some roles there may be additional checks and security clearance required, and this offer is subject to all checks being satisfied. You will receive further information on how to complete these checks via email once you have accepted this offer. Excellent influencing skills with a track record in managing senior stakeholders
• Advanced knowledge in developing Performance frameworks that align to business goals
• Ability to investigate data anomalies, understand its context and impact, and suggest solutions for fixing it;
• Advanced knowledge of Resource Planning and Forecasting
• Substantial experience in WFM/WFO to be able to manage, administrate and trouble shoot the telephony system and workforce application
• Experience of being able to translate Company strategic goals into practice to ensure that forecasts and modelling are aligned
• Has significant & relevant experience of managing people, HR practices and health and safety
• Experience of coaching and mentoring staff within a planning function to maximise their performance and engagement

Good to know

• Hybrid working Dŵr Cymru Welsh Water keep 3 million people healthy each day with safe, reliable water, and take away wastewater to clean, before returning it safely to our beautiful rivers and seas.

To be able to deliver high quality, essential services which help to protect the health of our customers, colleagues and our environment, we need the right people to deliver on our vision. This is achieved by living our core values and demonstrating the core behaviours that underpin them. The security of our people, assets and information is key to us, so we are looking for people who understand and comply with the company's required security objectives. We know that the most successful teams are the most diverse teams. Equality, diversity and inclusion provide the very foundation to our culture at Welsh Water. We want every individual to feel confident, proud and able to bring their whole selves to work. To ensure an improved representation in our workforce, applications are particularly welcome from minority groups including Black, Asian and Minority Ethnic people, Females, LGBT+, Non-binary and people with disabilities. Together we continue to build a workplace that not only celebrates the diverse voices of our colleagues but also represents each customer we serve. In essence, ours is a company based on trust, openness, respect, commitment and honesty. A company that our colleagues are proud to work for.

Dŵr Cymru Cyf, a limited company registered in Wales No. 2366777. Registered office: Linea, Fortran Road, St. Mellons, Cardiff CF3 0LT © Dŵr Cymru Cyf 2019.

Benefits & Compensation

As well as a market competitive salary, 34 days annual leave (pro rata, including public holidays), we offer a range of employee benefits and rewards including:

• Variable pay schemes (your salary band will remain the same, but performance depending, you could receive an incremental within-band increase and a yearly incentive)
• Option to buy additional annual leave up to 5 days per year
• Enhanced employer pension contributions - Up to 11% employer contributions
• Free Mortgage Brokering Services
• Enhanced family friendly policies
• Progression opportunities, including the ability to apply for funded training and coaching and mentoring programmes
• Gym and fitness discounts as well as high street shopping
• Cycle to work scheme
• Discount off all Welsh Water visitor attraction centres and gift shops
• Car-leasing scheme and free on-site parking at all sites
• Health CashBack scheme and access to an online GP service
• An employee assistance programme for employees and their immediate family
• Many more can be found on our website.