Senior Planning & Insight Lead

Skipton Building Society; United Kingdom; Hybrid; GBP 54,000 - 60,000; Full time

Job summary

A leading UK building society is seeking a Senior Planning and Insight Lead to develop capacity plans and optimise resource management. In this pivotal role, you will leverage data insights to drive strategic decisions that enhance operational efficiency across various business areas. The ideal candidate will have advanced skills in Power BI and a solid background in customer contact environments. Enjoy a comprehensive benefits package including hybrid working options and a supportive work culture.

Benefits

Annual discretionary bonus scheme

25 days annual leave

Employer pension contribution up to 10%

Private medical insurance

Volunteering days

Cycle to work initiative

Discounted gym membership

Qualifications

• Strong understanding of customer contact environments and planning methodologies.
• Experience in contact centre technology and planning cycles.
• Familiarity with agile and lean change methodologies.

Responsibilities

• Develop and deliver long and short-term capacity plans.
• Lead forecasting, scheduling, and absence planning.
• Maximise resource efficiency and drive change through insights.

Skills

Data interpretation

Advanced Power BI

Stakeholder relationship building

Strategic thinking

Problem solving

Tools

Workforce management systems

ACD systems

Power BI

Job description

Overview

Hours: 35 hours per week, Monday to Friday. This role requires a minimum of 3 days per week to be worked from our Head Office in Skipton. Salary: £54,900 Per Annum. Closing Date: Fri, 13 Feb 2026. The salary for this role is up to £60,000 per annum dependent on skills and experience. Are you a strategic thinker with a passion for turning data into actionable insight? Do you thrive on influencing business decision and driving performance through evidence-based planning? We’re looking for a dynamic and experienced Senior Planning and Insight Lead to join our team and play a pivotal role in shaping how we plan, measure and grow. As a business, we’re on an exciting journey to strengthen how resource planning is embedded across the Society, making it an even more integral part of how we shape decisions that support both the organisation and our members – particularly within our Homes Business.

This role is all about leading through influence, bringing teams with you, and building confidence in new ways of working. You’ll connect with stakeholders across the organisation, and shape how we use data-driven insights to make informed, strategic decisions. This is your opportunity to embed best practice, integrate effective planning models, and help the business unlock its full potential.

Who Are We?

Not just another building society. Not just another job. We\'re the fourth biggest building society in the UK and what makes us a bit different is that we\'re a mutual organisation. We don\'t have shareholders; we\'re owned by our members. Our colleagues say Skipton\'s a great place to work, and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do. Whatever your background, and whatever your goals, we\'ll help you take the next step towards a better future.

You’ll be joining our Resource Planning Team, an established group of 12 talented specialists including strategic forecasters, short‑term forecasters, schedulers and real‑time analysts. As part of this collaborative and high‑impact team, you’ll work closely with senior leaders and operational managers to deliver robust resource solutions, underpinned by data‑led insights that shape key decisions and drive continuous improvement. Together, we optimise performance across our Money and Homes businesses, supporting both customer‑facing telephony operations and essential back‑office functions such as Complaints, Mortgages and Financial Advice. This is a unique opportunity to influence outcomes across a diverse and critical set of services.

What’s In It For You?

Skipton values work/life balance and we are proud to support hybrid and flexible working, where possible. We have a newly refurbished head office which offers a vibrant and collaborative working space.

We have a range of other benefits available to you including:

• Annual discretionary bonus scheme
• 25 days standard annual leave + bank holidays + rising 1 day per year of service to a maximum of 30 days
• Holiday trading scheme allowing the ability to buy and sell additional annual leave days
• Matching employer pension contribution (up to 10% per annum)
• Colleague mortgage (conditions apply)
• Salary sacrifice scheme for hybrid & electric car
• A commitment to training and development
• Private medical insurance for all our colleagues
• 3 paid volunteering days per annum
• Diverse and inclusive colleague networks available for you to join including our Carers and Pride Alliance groups
• We care about your health and wellbeing – we provide a range of benefits that support this including cycle to work initiative and discounted gym membership

What Will You Be Doing?

You’ll be responsible for developing and delivering long and short term capacity plans, while owning key data, governance and insight processes that ensure accuracy, mitigate risks and enable smarter choices. By transforming insight into meaningful action, optimising our approach and fostering a culture of collaborative that keeps our members at the centre of everything that we do. This is a hands‑on, high‑impact role where you’ll influence how our teams work every single day.

• Leading forecasting, scheduling and absence planning for both telephony and back‑office teams
• Building and maintaining effective schedules and tactical plans
• Getting the best out of our systems, tools and processes to support great operational outcomes
• Using Workforce Optimisation technology to drive service levels across calls and digital messaging
• Creating practical, insightful models that strengthen back‑office performance
• Using data to spot opportunities, drive change and improve everything from service levels to sales effectiveness
• Maximising resource efficiency and supporting cost‑effective performance
• Keeping ahead of industry trends and technology to evolve how we plan

What Do We Need From You?

Knowledge and experience

• Strong understanding of customer contact environments, work types, demand drivers and planning methodologies
• Previous experience in contact centre technology and planning cycle e.g. ACD systems, routing, multi skilling, Workforce management systems e.g. NICE IEX or similar
• Previous experience of change methodologies including agile and lean techniques

Skills

• High level of data literacy, with the ability to interpret multiple data sources and create insight that drives confident, data‑led decisions
• Advanced Power BI skills, with the ability to build meaningful visualisations and reporting
• Ability to collate information and produce robust business cases, presenting clearly and concisely to support the future vision of the planning team
• Ability to think strategically, creatively and foster a culture of innovation
• Clear problem solving skills, addressing complex strategic problems, leading and driving progress and delivery
• Building and maintaining effective relationships with key stakeholders, up to Senior Management level, across different areas of the business by utilising influencing and collaboration skills