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