Sunday , January 29 2023

Openreach Jobs – MDU and Portfolio Insight Manager

Website Openreach

Job Description:

The Manager for Business Improvement Insight will have overall responsibility for the creation, delivery and maintenance of insight utilised to drive service improvement programmes aimed at increasing customer satisfaction and improving service levels. This will include analysing customer satisfaction responses, modelling existing/future service measures and identifying & delivering insight opportunities with a view to enabling insight-driven decision making.

Job Responsibilities:

  • Accountable for all client and portfolio insight across the Multi-Dwelling Unit programme underpinning ambitious 5 million MDU homes enabled by the mid to late 2020’s.
  • Enables insight-driven decision making through scenario modelling, insight generation and stakeholder strategy engagement, with the ability to self create prototypes to demonstrate the wider-value to the business
  • Supports strategic decision making around delivery of our service programmes, providing appropriate insight on service performance with an aim to continually improve business performance.
  • Accountable for delivering insight for service improvement programmes, maintaining appropriate customer intelligence and running modelling scenarios against customer data with an aim to improve customer experiences. Producing and utilising detailed insight to support Infrastructure Solutions objectives and goals.
  • Monitor satisfaction levels across Infrastructure Solutions and provide insight on customer sentiment in relation to specific customer journeys.
  • Manage a range of internal and external stakeholders to identify requirements and develop appropriate insight to drive relevant service improvement outcomes. Translating strategy from influencers to provide informed and strategic insight into customer behaviour, market influences and competitors.
  • Support the Senior Manager of Customer Success to drive through business improvement strategy to eliminate waste throughout the organisation, supporting the creation of a leaner business, through automation and identifying the correct efficiency savings to reduce customer and business effort, improving our cost to serve.

Job Requirements:

  • Excellent analytical capability, with the experience to translate complex data into business insights and support action plans and business case outcomes.
  • Expert in data insight tools and languages including AWS/GCP, Qlik, Oracle SQL, Big Data Hadoop and Python.
  • Thought leader: You are a strong leader with the ability to demonstrate a strong customer focus and commercial awareness and communicate articulately using business / technical terminology as appropriate.
  • Stakeholder management: Your excellent communication and stakeholder management skills will come in handy when managing stakeholders’ expectations, presenting your deliverables to them and matrix-managing various teams.
  • Business acumen: Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases)
  • Insight driven: Utilising data and analytical skills to influence insight-driven business decisions. You will have extensive experience in business/system analysis, drafting requirements documentation and can work at a conceptual level where business objectives & requirements may not be well defined.
  • Research capabilities – staying in tune with products, systems and processes as we evolve our business; discovering new insight methodologies and tools that help the business improve service and customer satisfaction
  • Seasoned analyst: You are a natural problem solver with a deep knowledge of data & analytics. Your strong background of success in data & analytics and previous relevant business analysis experience supported by appropriate qualifications/experience will be considered an asset for this role.

Job Details:

Company: Openreach

Vacancy Type:  Full Time

Job Location: Birmingham, England, UK

Application Deadline: N/A

Apply Here