About this Operational Insights Lead (12 month FTC) role at Octoenergy
The role
Customers are at the heart of everything we do at Octopus Electric Vehicles. We are constantly seeking new ways to improve our customer experience, and we are looking for someone to play a pivotal role in shaping how we do that.
Our customer journey generates a huge amount of data – from the interactions we have with them (calls, emails, complaints etc.), to the actions we take to get them into the EV of their dreams.
This data is currently collected and cleaned in our data platform (managed by our Data Team). We need someone who can help us use that data thoughtfully and effectively to create meaningful, actionable insight on what is really happening for our customers and our teams. Someone who can turn fragmented operational data into meaningful insight. And, most importantly, someone who can help make that insight operational: embedded into how teams work, how leaders make decisions, and how the business improves.
This is a role for someone who can move fast, think clearly, operate with precision, and help us turn data into better customer outcomes.
London based (minimum 3 days a week in office) and 1 or 2 trips to Brighton a month.
What you'll do
Shape our thinking and understanding of customer experience and wider operational performance to support front line staff through to SLT leadership
Create a data-led understanding of what our customers are experiencing and what they are telling us, building a full view of the Voice of the Customer
Help us understand what we should be tracking and measuring to understand our customers (i.e. metric creation) and build reporting to monitor performance
Work with the Director of Operations and Head of Customer Operations to create strategy & implementation plans off the back of CX data, and help us make the right prioritisation calls to address the biggest CX pain points
Create strong stakeholder relationships, across the front line teams, the Data Team, Operations Leadership and the SLT,
Build-on and oversee our headcount forecasting tooling.
We will also expect you to scope and get involved in the projects to deliver improvements off the back of the insights work - liaising closely with our teams to make sure that the insight drives meaningful change.
We do not just need someone who can say “this is what the data shows”. We need someone who helps us find answers to “what are we going to do differently on Monday?”.
What you'll need
There is no strict requirement on background, but working in management or strategy consulting, experience in growing scale-ups and performing in roles that sit between data and operations will help. You may have worked in cleantech or fintech.You’ll likely have a project-mindset and an action for getting things done.You will probably have 5-7 years of experience.
You’ll have experience with:
Finding meaning in messy data and turning it into a strategy with measurable improvements
Changing requirements and vague briefs
Working with both data teams and frontline operational teams
Communicating with both technical and non-technical stakeholders, and adapting your content to the audience
Large datasets to identify key insights
Structuring output ready for senior leadership review
Customer data and insights
SQL, Excel and exploring AI tooling
Overseeing transformational projects and driving change with colleagues
You will be working directly with the Director of Operations and you will be expected to be comfortable working at this level of seniority.
You’ll probably be great if you:
Are highly analytical and comfortable working with messy data.
Can use data to find patterns, causes and opportunities.
Understand that insight only matters if it changes decisions or behaviour.
Can turn vague questions into structured analysis.
Can communicate complex findings simply for front-line through to senior leadership audiences.
Are excited by the potential of AI to evolve how we understand customers and operations.
Have strong judgement on what matters and what is noise.
Can work quickly without losing accuracy.
Are comfortable with ambiguity and imperfect systems.
Can work credibly with both data teams and frontline operational teams.
Have the humility to understand the real work before recommending improvements.
Have the drive to turn analysis into operational progress.
Are comfortable using data to influence decisions.
Why else you'll love it here
Things to note
🤖 We use AI to help us assess applications fairly and objectively. We’re totally fine with you using AI as a tool to help prepare too. That said, when we get to the interview and assessment stage, we’re really interested in hearing your unique perspective and real-world stories. That’s the stuff we can’t get from a bot or a prompt!
