Business Intelligence Manager

Competition and Consumer Protection Commission; Dublin; Hybrid; EUR 65,000 - 90,000; Full time

Job summary

Competition and Consumer Protection Commission in Dublin is seeking a Business Intelligence Manager (HEO) within the Contacts & Analysis Unit to lead reporting, analytics and data-driven service improvements. The role requires strong data analysis, governance and stakeholder collaboration to support evidence-based decision making.

The successful candidate will develop dashboards, manage data quality and CRM systems, and translate insights into strategic actions for open and competitive markets.

Qualifications

• Strong analytical, reporting and presentation skills.
• Experience translating user needs and data insights into product outcomes.
• Experience in public information or regulated industries.
• Familiar with data quality management and CRM systems.

Responsibilities

• Develop and maintain management information dashboards and operational and strategic performance reports.
• Lead on data quality, governance and best practice, including monitoring Dataverse capacity.
• Analyse large datasets to identify trends and translate findings into recommendations.
• Deliver ad-hoc analysis and support business cases, planning, and decision-making.
• Gather, analyse and prioritise requirements, maintain the product roadmap for Contacts & Analysis systems.
• Build relationships with sponsors, owners and stakeholders with regular progress reporting.
• Ensure governance, policies, training and adoption activities; explore AI-enabled capabilities to improve service delivery.

Skills

Analytical skills

Reporting

Presentation skills

Tools

CRM systems

Data governance

Power BI / dashboards

Job description

Available Position: Business Intelligence Manager

Division: Communications Division

Grade: Higher Executive Officer (HEO)

Employing Authority: Competition and Consumer Protection Commission (CCPC)

Location: Office in Dublin 1/ Agile (Hybrid) working available

Division Overview

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:

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.

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-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.

Role

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.

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.

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.
• Identify, assess and manage project risks, issues and dependencies, developing mitigation strategies, escalating concerns where necessary, and reporting accuratea on project status, performance and outcomes.
• 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.
• 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.