Business Intelligence Manager

CCPC; Dublin; Hybrid; EUR 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid/Remote Working

29 days annual leave

Permanent position

Job summary

The CCPC is seeking a Business Intelligence Manager to lead the Contacts & Analysis Unit within its Communications division. The role focuses on turning helpline and consumer data into actionable insights to support evidence-based decision-making across CCPC functions.

You will manage dashboards, analytics, and initiative delivery, while collaborating with multiple teams and external partners. A strong background in data analysis, project management and CRM tools is required for this high-impact

Qualifications

• Demonstrated experience analysing and interpreting complex data to inform decision-making.
• Experience preparing clear reports and dashboards for senior management and non-technical audiences.
• Strong proficiency with Excel, PivotTables and data modelling.
• Experience with CRM platforms and data management.
• Knowledge of data governance, quality assurance and data protection basics.

Responsibilities

• Develop, maintain and enhance management information dashboards and operational and strategic performance reports.
• Lead on data quality, governance and best practice, including monitoring Dataverse capacity and data growth trends.
• Analyse large datasets to identify trends, risks and opportunities and translate findings into recommendations.
• Deliver ad-hoc analysis and support business cases, planning exercises and data-driven decision-making.
• Develop and manage project plans, roadmaps and stakeholder engagement, ensuring on-time delivery and quality.

Skills

Data analysis

Reporting

Project management

Stakeholder management

Communication

Education

Post-secondary qualifications in computer science/data science/data management/project management

Tools

Power BI

Excel

SQL

Dataverse

Power Automate

Job description

Job Title: Business Intelligence Manager

General information

*Point of entry on this salary scale may differ from the minimum point of the scale if thesuccessful candidate is a current public or civil servant.

Employing Authority: Competition and Consumer Protection Commission (CCPC)

Office Location: Bloom House, Railway Street, Dublin 1, D01 C576

Working Hours: 35 hours per week

Hybrid / Agile / Remote Working :You will be required to attend the office for at least 40% of your timeand can avail of remote working up to 60% of your time. This is subjectto business requirements.The CCPC generally operates on a fully remote basis during the monthof August and over the Christmas period. This arrangement is subject tobusiness requirements.

Annual Leave:29 days per annum

Tenure: Wholetime, Permanent

Job description: Please see detailed job description for this role below

Required competencies: The required competencies for this role can be found here.

Terms and conditions: Please see terms and conditions linked to the recruitment process here.

The Communications and Consumer Information Division is a large and dynamic division in the CCPC structured into two pillars of work.

The Communications pillar consists of two units and is overseen by a Deputy Director. It is responsible for positioning the CCPC as the leading voice in promoting open and competitive markets and representing the interests of consumers. This includes actively increasing public awareness of the CCPC, influencing public policy debates on priority issues and promoting consumer rights through media and marketing campaigns.

The Consumer Information pillar, in which the Business Intelligence Manager role will be based, consists of two units and is overseen by a Deputy Director. It is responsible for delivering insightful, accessible and expert information services that empower consumers to resolve routine problems. In turn, consumer engagements are analysed and insights shared with colleagues working in the Communications pillar, the CCPC’s enforcement divisions and the CCPC’s Research, Advocacy and International division.

The two units in the pillar are:

1. Contacts and Analysis Unit

Actively manages an outsourced contact centre providing phone, email and other communications channels support to c. 45,000 consumers p/a. Provides on-call expert support for helpline agents and consumer rights and personal finance topics. Undertakes ongoing maintenance and development of Microsoft Dynamics CRM. Assesses and routes reports to CCPC enforcement divisions for screening. Analyses and reports on consumer contacts.

2. Website and Digital Content Unit

Actively manages the suite of CCPC websites, providing current, accurate information resources to consumers and businesses while also showcasing the work of the CCPC. Provides a range of digital personal finance comparison tools and calculators to support consumers in financial decision[1]making. Works on a cross-functional basis and with external agencies to deliver an ongoing series of innovative web development projects to enhance the CCPC digital offering to the public. Publishes the CCPC’s monthly consumer newsletter.

Business Intelligence Manager

The CCPC is seeking to recruit a Business Intelligence Manager, at Higher Executive Officer (HEO) grade, reporting to the Head of Unit, at Assistant Principal (AP) grade within the Contacts & Analysis Unit. The Business Intelligence Manager will work within the Contacts & Analysis Unit and support the work of the wider Communications division by applying strong analytical, reporting and presentation skills. The role will provide ongoing product and project management, as well as strategic insights to support evidence-based decision-making across the organisation.

The CCPC publishes bi-annual reports on helpline contacts, which are available on ccpc.ie. A significant part of this role will involve detailed analysis and interpretation of all helpline contacts to inform these reports as well as the management of information across the division from multiple sources, including onward referral of market data received by the CCPC to enforcement teams.

Another critical aspect of this role will involve assessing the impact of existing and new legislation to ensure a full understanding of how it affects the helpline teams and developing processes and digital tools that enable an enhanced and more efficient service offering.

Key responsibilities

Reporting & Analysis

• Develop, maintain and enhance management information dashboards and operational and strategic performance reports, ensuring data is accurate, timely, consistent and effectively presented.
• Lead on data quality, governance and best practice, including monitoring Dataverse capacity, storage utilisation and data growth trends, and supporting data archiving and retention in line with organisational, governance and regulatory requirements.
• Analyse large and complex datasets, including contact data, to identify trends, risks, opportunities and emerging consumer issues, and translate findings into actionable recommendations for stakeholders.
• Deliver ad-hoc analysis, support business cases, strategic reviews and planning exercises, and identify opportunities to improve services, operational efficiency, resource use and data-driven decision-making.

Product and Project Management

• Develop and manage project plans, including scope, objectives, deliverables, timelines, resources and budgets, ensuring delivery on time, within budget and to the required quality standards.
• Gather, analyse and prioritise business and user requirements, maintain the product roadmap, and act as business lead for Contacts & Analysis systems, working with Digital Solutions, ICT units and external suppliers to deliver effective digital solutions.
• Build and manage relationships with project sponsors, business owners, team members and external stakeholders, ensuring clear communication, effective engagement, expectation management and regular progress reporting.
• Identify, assess and manage project risks, issues and dependencies, developing mitigation strategies, escalating concerns where necessary, and reporting accurately on project status, performance and outcomes.
• Ensure adherence to organisational governance frameworks, project management methodologies and relevant policies, support communication, training and adoption activities, and identify opportunities to use emerging technologies, analytics and AI-enabled capabilities to improve service delivery, efficiency and consumer insights.

The successful candidate

This is an exciting opportunity for a manager with the relevant experience to help drive the CCPC’s strategy and empower consumers to achieve positive outcomes in disputes with traders. The successful candidate will be a strategic and consumer-focused Business Intelligence Manager with a proven ability to translate user needs, data insights and organisational objectives into impactful product outcomes, driving continuous improvement and stakeholder value.

The ideal candidate will have experience working in public information and/or other regulated industries. They will be adept at reviewing and interpreting consumer insight data across multiple channels and sources. They will possess high levels of project management skills, service design, risk management and data analysis/ reporting capabilities.

They will be familiar with data quality management, case management and/or CRM systems and use this knowledge to extrapolate data to provide insights and recommendations to the wider CCPC organisation. They will demonstrate exceptional communication skills and be an effective relationship builder, working closely with colleagues across the CCPC.

The successful candidate will be proactive, detail-oriented, and capable of working in a fast-paced environment. They will have a strong focus on continuous improvement and delivering against workplans. In addition to the immediate appointment from this campaign, an order of merit may be established. This may be used to fill any future vacancies at the same level within this or other Divisions of the CCPC where roles have similar responsibilities and/or similar skills are required.

• Demonstrated experience analysing and interpreting complex data or information to identify issues, draw conclusions and support evidence-based decision-making.
• Demonstrated experience preparing clear, accurate reports, dashboards or data visualisations for senior management, non-technical audiences or other key stakeholders.
• Strong proficiency in Microsoft Excel, including experience using formulas, PivotTables, Power Query, data modelling or equivalent functionality to analyse and present data.
• Experience using one or more data, reporting or automation tools, such as Power BI, Power Automate, Dataverse, SQL or equivalent systems.
• Experience working with case management systems, CRM platforms or other business applications to extract, manage, analyse or report on operational information.
• Strong written and verbal communication skills, with demonstrated ability to explain technical or complex information clearly and accurately to different audiences.
• Evidence of strong attention to detail, sound judgement and a commitment to data accuracy, confidentiality, quality assurance and continuous improvement.
• Third-level qualifications in computer science, data science, data management, project management or product management.
• Experience with CRM system integrations.
• Familiarity with public sector obligations.
• Interest in consumer protection legislation.
• A demonstrated understanding of issues and challenges facing consumers and appreciation of consumer and competition related issues and challenges.
• Experience of process mapping and business process improvement methodologies (e.g. LEAN Six Sigma).

Interview process

There will be one interview for this role, which is likely to take place in at the end of October 2026.

Shortlisted candidates will be asked to prepare a presentation as part of the interview process.

During the interview process, the CCPC will conduct competency style interviews based on the Higher Executive Officer competencies below:

• Team Leadership
• Judgement, Analysis & Decision Making
• Management & Delivery of Results
• Interpersonal & Communication Skills
• Drive and Commitment
• Specialist Knowledge, Expertise and Self-Development

Full details of these competencies can be found here.

Equal opportunities

The CCPC is an equal opportunities employer. We are committed to championing an inclusive anddiverse workforce that reflects modern Ireland and the people we serve. We strive to create a culturewhere everyone has equal access to opportunity and feels comfortable and confident to be themselvesat work. Reasonable Accommodations will be provided, if required, during this process. To discuss andrequest reasonable accommodations in confidence please contact [e-mail] .

Job applicant privacy notice

Our job applicant privacy notice can be found here.

Please read for information about eligibility for the role and other terms and conditions

Helpful information about competencies, the application process and interview