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Job Role: Business Insight and Metrics Manager

Location: Hybrid Working (UK)

Job Sector: Customer Service

Hours:   (35 hours per week)

As a Business Insights and Metrics Manager, you will contribute to our vision of being the UKs favourite property manager by:

  • Responsible for ongoing monitoring of all operational key reward metrics and working with IT teams to deliver new KPI’s
  • Act as product champion for Performance & Insight team to stakeholders across the business, building awareness and adoption of relevant metrics and processes
  • Communicate and support co-ordination of relevant Performance & Reward events
  • Working closely with our Operation leaders to understand trends in performance metrics and suggesting ways to improve customer outcomes
  • Creating visual reports, KPI scorecards and dashboards using Power BI
  • Providing insights for action that allows FirstPort to reduce cost to serve, increase revenue generation and deliver better customer experience
  • Helping to shape operational strategy at FirstPort by using data insights to support operational change programmes

This role reports to the Head of Performance & Insights.

About You:

  • You are a senior analyst that has the ability to develop new performance metrics that help to improve operational efficiency and customer experience.
  • As you are a confident communicator you are able to present to senior leaders and use data to influence and drive performance.
  • Being a motivated self-starter than operates without strict boundaries or guidelines you have the ability to present complex data in a simple, action focused output.

Main Responsibilities

  • Develop new performance metrics that help to improve operational efficiency and customer experience
  • Act as a subject matter expert (SME) on the portfolio of available information, metrics and analysis across performance and reward.
  • Provide data and analytical support for strategic decision making within FirstPort work with large scale, complex data sets and are a curious thinker that seeks to understand the root cause of customer service failures
  • Power BI Report development
  • Expertise in using advanced-level calculations with data sets
  • Explore the potential within our data to improve customer experience and develop new operational processes to increase revenue or reduce costs within FirstPort
  • Support Heads of Operations to help them understand how to use the data we hold on our customers to improve customer experience and retention
  • Support continuous improvement activity and document solutions for support teams