Customer Operational Intelligence Lead

Customer Operational Intelligence Lead

Secondment, Full Time

£28,778 - £33,856 per annum

Location: Chelmsford

Closing Date: 6th June 2025

Please note this vacancy is available as a fixed term contract or secondment opportunity for 12 months.

This position has been classed as an anywhere worker role but has an expectation that the successful candidate will attend the office, in Chelmsford 1 day per week, with the remaining time for visiting sites and remote working if desired, in line with the organisation's needs.

The Opportunity

The transformation across Essex County Council (ECC) Customer Services is wholly centred on the customer and their experience when seeking support from and within ECC and responding effectively to them. Utilising customer feedback to guide improvements needed to the service, underpinned by the six pillars framework to drive a culture and ethos of continuous improvement.

The Customer Operational Intelligence Lead will be responsible for ensuring the provision of high quality business intelligence and insight, to drive informed decision making and change management activities to improve the customer experience and key processes.

As an experienced data analyst used to working in a busy, high volume customer environment, this role focuses on delivering exemplary and high quality business intelligence, to ensure the service can meet operational demands supported by detailed planning and forecasting.

Accountabilities

• Responsible for developing the approach to gathering insightful and relevant Customer Service business intelligence to drive improved performance and service.
• Responsible for implementing a quality framework for how work should be completed and ensuring high quality outputs by closely monitoring improvements.
• Responsible for the provision of comprehensive and timely business intelligence to highlight and deliver service improvements.
• Responsible for analysing data, including customer feedback, to make informed decisions about service developments and measure team and individual performance against targets to ensure quality, productivity and value for money.
• Builds strong working relationships with a range of stakeholders across Customer, acting as a trusted partner to deliver shared goals.
• Support continuous improvement projects across customer services to ensure a culture of embracing change and the Six Pillars of Customer Excellence is embedded across the service.
• Contribute to high performance culture, drawing on specialist skills and expertise to challenge ineffective practice and bring together diverse capabilities from across teams to achieve shared objectives.
• Specific individual and shared targets and objectives are defined annually within the performance management framework.

The Experience You Will Bring

• Educated to RQF Level 3 (A-level) or equivalent evidenced by extensive experience.
• Evidence of continuing professional development and knowledge in relevant professional area
• Experience of working with senior leaders, presenting information to deliver change.
• Ideally have experience of working within a political environment.
• Evidence in using multiple sources of data to deliver true business insight.
• Expert level of knowledge using Microsoft Office products to analyse and present data.
• Evidence of creativity in exploring business opportunities and commercial acumen.
• Knowledge of Excel
• Knowledge of Power BI - desirable, but not essential

Why Essex?

As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we're committed to transformational change and delivering better quality at lower cost. Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in Everyone's Essex. With flexible working options and a focus on innovation, whether you are looking to develop your career or contribute to the local community, Essex is the ideal place for you.

In February 2025, Greater Essex was accepted onto the Government's devolution priority programme, which will see local authorities in Essex work towards establishing a Mayoral Combined County Authority by May 2026. You can read more about devolution and local government reorganisation (LGR) on our careers site.

Essex County Council is proud to be a Disability Confident Leader. We're committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process. We're also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

Once you've secured your role within Essex County Council you will receive many great employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs.

At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the Nolan principles, including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription, and you will be responsible for ensuring this is maintained. For further information on the DBS update service please go to

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

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If you have queries on this role or require anything further, please email #####

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