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Description
The Insight & Implementation Lead is responsible for developing, delivering and supporting the implementation of customer insight that enables MO to successfully navigate the current and future challenges our customers face.
The postholder will collaborate with key stakeholders (EV/Ice or WAV/PWS teams), to understand, agree and deliver requirements of CIA, to enable insight-led business decisions and drive a culture of customer-focused, evidence-based decision making. The postholder will also lead our understanding in key areas of knowledge (e.g. segmentation or value for money).
On a day-to-day basis, the postholder will co-ordinate insight activities across CIA, develop a comprehensive fact base of customer knowledge and actionable insights, dashboards and score cards that enables MO to achieve ambitions.
The Lead will develop the CIA roadmap for their stakeholder area which will enable agreement of priorities, allocation of CIA resources and budgets, and support delivery of stakeholder team missions.
The postholder will work with the key teams to identify the insight-led actions taken by the business, measuring and monitoring their impact on customer and business.
The Lead will work with CIA SLT to organise, maintain and share our portfolio of data insights and knowledge, so that it's discoverable and actionable by the wider organisation, ensuring that all relevant audiences have the latest knowledge at appropriate cadence and channel. The lead will support "the last mile" of insight; ensuring that knowledge and insight is appropriately disseminated to the relevant stakeholders across the organisation and is optimised for action.
To support the Head of Customer Insight and Analytics, ensure insights shape business decisions and drive a culture of customer-focused, evidence-based decision-making.
Main Responsibilities
* Supporting the Head of Customer Insight and Analytics to develop and implement the customer agenda, ensuring alignment with overall business objectives.
* Ability to build effective working relationships with key leadership teams across the business and proactively translate the business challenges into a programme of research and analytics work.
* Developing the CIA Roadmap of insight for key stakeholder groups, co-ordinating CIA activities to support successful delivery.
* Briefing internal insight & analytics team as well as external agencies on projects and working with them to ensure outputs are actionable.
* Leading activities across CIA team to design, develop and implement segmentation models and deepen understanding of value for money customer perception.
* Lead the development of OKRs for CIA team, strategically aligned, collaboratively agreeing priorities with stakeholders.
* Developing a compelling Customer narrative to help educate stakeholders of the current and future customer needs.
* Working with CIA SLT to develop and implement a multi-channel Insight communication strategy.
* Support "the last mile" of insight; ensuring that knowledge and insight is appropriately disseminated.
* Deliver compelling, data-driven presentations to the leadership team, translating complex insights into strategic recommendations.
* Cultivate and maintain strong relationships with key external third parties and agencies.
* Find efficient ways to engage the wider business in the outputs.
* Ensuring a continuous supply of broader marketplace and consumer trend insights.
* Champion agile ways of working by fostering iterative development and cross-functional collaboration.
* Act as an integral member of the CIA leadership team, driving strategic initiatives and collaborating cross-functionally.
Qualifications
* Proven experience in conducting customer experience research and delivering insights that drive business decisions.
* Strong analytical and problem-solving capabilities with a demonstrated ability to analyse complex data sets.
* Educated to a degree standard, ideally in applied statistics, operational research, management science, or a related field.
* Insatiable curiosity and a natural desire to relate to the commercial agenda of the business.
* Strong appreciation of different customer insight and analytics data sources.
* Ability to articulate analysis and insights for a non-technical audience.
* Excellent interpersonal, communication, and influencing skills.
* Proven experience of driving insight-led actions across complex organisations.
* Familiarity with Gen AI and its application in Customer Insight and Analytics teams.
* Robust knowledge of developing and delivering segmentation models.
* Exposure to analysing large data volumes.
Who You'll Be Working With
You will be working as part of our Customer Insight and Analytics team who comprise a wide range of customer insight and analytics expertise. You will work collaboratively with a range of internal and external stakeholders including third-party insight agencies.
Benefits
Motability Operations is a unique organisation, combining a strong sense of purpose with a commercial edge. As a Motability Operations team member, the benefits you can expect are:
* Competitive reward package including an annual discretionary bonus.
* 15% non-contributory pension.
* 28 days annual leave with option to purchase and sell days.
* Free fresh fruit and snacks in the office.
* 1 day for volunteering.
* Funded Private Medical Insurance cover.
* Electric/Hybrid Car Salary Sacrifice Scheme.
* Life assurance at 4 times your basic salary.
* Funded health screening for over 50s.
* Voluntary benefits including charitable giving and discounted gym memberships.
* Employee Discount Scheme.
* Free access to healthcare apps.
* Generous family leave policies.
We believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply.
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