Head of Customer Insight & Analytics

About The RoleTo be the visible champion of the use of customer data and insight (analytics & research) across Motability Operations so that; it flows constantly across the business, shapes our thinking, illuminates choices, provokes challenge, and drives a culture of customer focused, evidence-based decision making.
To develop and own the vision and strategy for Customer research Insight and Analytics covering Customer Analytics (segmentation / modelling profiling / measurement and business intelligence) and Customer Research both on-going (Voice of the customer / brand tracking) and Ad hoc (deep dives and through our customer community).
To work across the company forging strong connections to leaders, proactively influencing them to use customer data and insight in the very high value strategic decisions which are made infrequently and those that are made every day.
To build, lead, coach and inspire a team of 13 Insight and Analytical professionals to deliver the agreed strategy and in doing so elevate the role of data and insight, the insight process, and the insight team.
An expert in your field you will promote best practice methodologies, capabilities, and ways of working to both stakeholders and your team ensuing that projects are set up for success and championing the trialling and adoption of new approaches to both data analytics and research techniques (e.g. A.I/ neuroscience).
Leading the development of our approach to predictive modelling that supports customer data driven personalisation of proactive comms, inbound interactions, and experience delivery.
Leading the development of segmentations and the understanding of what our customers truly value (and how well we satisfy their needs) and getting the organisation to understand and act on this.
Ensuring a continuous supply of broader marketplace and consumer trend insights in as much as they inform the customer perspective and our future customer strategy.
Providing quality control and oversight of major projects (briefs, insight & outputs) ensuring recommendations are practically doable and have a clear line of sight to expected commercial outcomes (commonly satisfaction / renewal / new product adoption / cost to serve and campaign ROI).
Setting (in partnership with internal customers) the research, insight and analytics agenda and co-creating insights that shape the definition of local strategies.
Driving the organisation to engage with customer data by developing and delivering a strategy for data / insight democratisation.
Ensuring that we have the most appropriate data to support our ambition, including third party data to support our business, making proactive recommendations for enhancements and new sources as necessary and acting as the business owner of our customer data store.
Ensuring that as far as possible customer insight & BI generation is scaled, automated, visualised to drive engagement (driving a dash boarding culture) and rapidly disseminated.
Ensuring a fit-for-purpose toolset through the continuous evaluation of the tools available in the wider marketplace and that our suppliers fully understand our strategy, deliver value for money, and deliver insight that demands action.
About YouMinimum Criteria
Proven experience of running a data and analytics / insight team that has created demonstrable change using data driven / insight outputs.
Significant experience of people management (direct, virtual and supplier) and leadership of teams (which spans 2nd / 3rd line management)
Educated to a degree standard, ideally in applied statistics/operational research/management science.
Insatiable curiosity with natural desire to relate to the commercial agenda of the business and to changes going on in the analytics and research domains.
Strong appreciation of different research methodologies and voice of the customer data sources.
A collaborative leadership style with a wide perspective and proven ability to influence at senior levels.
Ability to articulate analysis for a non-technical audience with clarity and in an engaging way.
Demonstrable analytical problem-solving capabilities.
Excellent interpersonal, communication and influencing skills coupled with sound commercial awareness.
Robust knowledge of all elements of Customer Experience Management and CRM.
Desirable Criteria
Exposure to analysing large data volumes.
Capable and experienced in techniques to deduce from a data set the influences from different attributes e.g. multiple regression, multivariate analysis of variance, discriminant analysis.
About The Company
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 700,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.
Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:
We find solutions
We drive change
We care
We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers.
It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.
As a Motability Operations team member, you can expect:
An annual discretionary bonus
15% non-contributory pension (9% non-contributory pension during probation period)
Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
Employee Discount Scheme with a huge number of retailers and an app to save on the go
Discounted Electric/Hybrid Car Salary Sacrifice Scheme
Access to the Cycle to Work Scheme (we have showers, changing rooms and secure bike sheds on site)
As well as financial benefits, our staff's health and well-being are very important to us, so we also offer:
28 days annual leave with option to purchase and sell days
Funded Private Medical Insurance cover
Critical illness insurance
Free access to healthcare apps, such as Peppy, Unmind, Aviva Digital GP
Funded health screening for over 50s
1 day per year to volunteer – Staff can support a local charity or do a sponsored event whilst being paid for it
Access to our fully accessible company allotment – Where we grow our own produce for local charitable organisations
Access to Prayer room and quiet spaces whilst working in the office
We also understand that not everyone is the same so offer several voluntary benefits that you can select outside the core package, these include;
Dental Insurance
Health and cancer screenings for you and your partner
Discounted gym memberships
Charitable giving
At Motability Operations, 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.
We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.
We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.
Please note, Motability Operations reserves the right to bring forward the closing date of any of its job vacancies if we receive a suitable number of quality applications from which to make a shortlist. Therefore, we recommend that you apply as soon as possible rather than wait until the published closing date.
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