Data & Insights Manager

Data & Insights Manager Location: UK (Remote / Hybrid)Contract Length: 6 months Day Rate: TBC Start Date: ASAP

Overview We're supporting a high-growth, customer-focused organisation looking for a Data & Insights Manager to join their Operations team on a contract basis.

This is a hands-on role focused on delivering operational insight across multiple customer channels, helping drive performance, efficiency and strategic decision-making. You'll be working with complex datasets, connecting multiple data sources and translating analysis into clear, commercially meaningful recommendations.

Key Responsibilities

• Own performance reporting across multiple contact channels (email, chat, social, chatbot, help centre)

• Analyse operational metrics including SLAs, productivity, backlog, quality and customer satisfaction

• Build and maintain dashboards and automated reporting frameworks

• Deliver forecasting and scenario planning to support operational scaling

• Conduct deep-dive analysis into contact drivers, demand patterns, complaints and repeat contact

• Identify efficiency and automation opportunities through data-led insight

• Produce performance packs and insight for senior stakeholders

• Ensure consistency in metrics, reporting definitions and data quality

• Partner with operational and commercial teams to support decision-making

Required Skills & Experience

• Strong SQL skills (or equivalent querying experience)

• Advanced Excel (modelling, forecasting, scenario planning)

• Experience with BI tools (Power BI, Tableau, Looker etc.)

• Proven experience working with large, complex datasets

• Experience building dashboards and automated reporting solutions

• Strong stakeholder management and data storytelling skills

• Experience delivering insight within operational or customer-focused environments

Nice to Have

• Experience working with CRM / ticketing / contact centre data

• Exposure to membership, ecommerce or high-growth businesses

• Experience analysing customer journeys, contact drivers or self-serve performance

• Understanding of operational cost modelling or efficiency metrics