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MI Lead

Leads a high performing and engaged team in the development and execution of reporting to support the Customer Management Centres (CMC) deliver ‘fantastic fundamentals’/operational efficiency and associated service delivery targets

The role holder will take direct responsibility for ensuring the data estate within the CMC supports all required activity. Through monitoring and responding to the ever-changing contact landscape, the role holder should provide proposals and recommendation on the technological direction of the CMC, working cross functionally to ensure that the needs of stakeholders and the wider business are fully supported in achieving strategic goals

What I need to do

Design and own the data development and management strategy for the CMC, creating a legally compliant environment where true customer centricity and can be delivered through actionable data and insight
Develop and deliver against short, medium and long term plans, clearly articulating data development and reporting in line with the CMC and the company’s strategic objectives. Ensure consistent delivery and sustainability of plans through engaging with/building strong working relationships with stakeholders in

IT; to ensure the requisite support for infrastructure maintenance and development is in place
Our Strategic Outsource Partner to enhance the mutual benefit and cost effectiveness of our relationship (e.g. data sharing, toolkit sharing/enhancements)
Other third parties/Technology providers to ensure the flow/availability of data is maintained in line with requirements

Provide coaching and data development support to the wider MI, Planning & Scheduling and Customer Insight teams
Lead/Co-ordinate the:

MI Developers, set the direction for new reporting development, working with the Head of MI & Planning to ensure stakeholder requirements are fully covered
MI Analysts in maintaining a best in class reporting/dashboarding/toolkit from agent to CMC Leadership team level and process for ad hoc analysis

Ensure that all new requests into the team are fully scoped and formally documented, with appropriate prioritisation and timescales being set for delivery

Develop, own and evolve the analysis and reporting process, constantly challenging and stretching the collective team’s capability through the search for and implementation of best practice, new tools and new ways of working

What I need to know

Strong customer management centre background
Understanding of what data is needed and how to build teams to drive positive change within the contact management landscape
Experience leading on the strategic development of data solutions/of building and maintaining structured and unstructured data marts in a cloud environment
Experience of using some or all the following:

SQL [(PostGres, MySQL, NoSQL) – Essential]
DAX
R
SAS
Python
Configuring a Hadoop infrastructure
PowerBI

Experience of leading and developing a team

*LI-ED

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