Head of Customer Insight — Data-Driven, Cross-Channel (Hybrid)

Frey Consulting Group; Liverpool; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid work

Liverpool base

Job summary

Frey Consulting Group is seeking a data integration leader to unify service-user information for evidence-based decision making across customer operations and the wider business.

You will consolidate data across channels and sources, enabling leaders in finance, operations, and governance to act on a single, coherent picture. The role is hybrid with Liverpool-based presence, and demands translating data insights for residents and regulatory considerations.

Qualifications

• Follow the data to its conclusion, even when inconvenient.
• Able to connect service user data to decisions with a cost or a return.
• Has broken down data silos before, enabling multiple teams to work from a single picture.
• Understands the regulatory pressures shaping social housing and operational implications.
• Comfortable holding data from several sources: digital platforms, calls, visits, surveys.
• Confident presenting findings to people outside the customer function, including residents.

Responsibilities

• Bring together data on service users across channels and turn it into evidence decision-makers can use.
• Break down gaps between data sources so contact, complaints, repairs and surveys read as one picture.
• Work across customer function and wider business: finance, operations, board.
• Sit on the new residents committee and translate evidence for tenant decisions.
• Keep pace with regulatory changes shaping the sector and translate implications for numbers you own.
• Build the case for evidence-driven decisions, not instinct.

Skills

Data integration

Cross-functional collaboration

Regulatory awareness

Silo breaking

Multi-source data handling

Data-driven storytelling

Job description

Frey Consulting Group is seeking a data integration leader to unify service-user information for evidence-based decision making across customer operations and the wider business.

You will consolidate data across channels and sources, enabling leaders in finance, operations, and governance to act on a single, coherent picture. The role is hybrid with Liverpool-based presence, and demands translating data insights for residents and regulatory considerations.