Lead Planning Analyst

🚀 Lead Planning Analyst | Customer Service / Operations

📍 Newcastle, Leeds or Edinburgh (Hybrid: 2–3 days in the office, remainder home-based)

💷 £45,000 – £60,000 + extensive benefits (including private healthcare)

Join one of Europe’s leading organisations, serving millions of customers across multiple countries. This is a business where people are encouraged to be themselves, think differently, and make a real impact in a fast-paced, inclusive environment.

We’re looking for a Lead Planning Analyst to play a key role within a large-scale Customer Service / Contact Centre operation, helping to shape smarter, data-led decisions across the organisation.

🔍 The role

You’ll transform complex operational data into clear, actionable insights that influence senior stakeholders. Working closely with planning and operational teams, you’ll lead scenario planning, optimise capacity and performance, and support continuous improvement across customer operations.

You’ll also provide indirect leadership to analyst teams across internal and partner environments, helping to uplift planning capability and ways of working.

✅ What we’re looking for

• Strong experience across the end-to-end operational / capacity planning cycle
• Background in a contact centre or customer operations environment (essential)
• Data analytics or technical skills such as SQL, Python or AI-enabled planning tools
• Ability to communicate insight clearly and influence decision-making
• Strong critical thinking and problem-solving skills
• Proactive, improvement-focused mindset

If you’re a well-rounded planning professional who enjoys working close to operations and driving real-world impact, we’d love to hear from you.