Enterprise Insights Lead Location: Edinburgh, Peterborough, Basingstoke, Bristol Job Reference: 1368666 Role Grade: C1 - MSS
About This Role Summary of the role As part of this new function, the Enterprise Insights Lead will be responsible for defining and embedding Diligenta-wide standards, processes, and governance to support transformation and operational change across all clients, both existing and new. Acting as a key point of coordination, the role will help safeguard customer, colleague, and client experiences while supporting the successful rollout of our new workflow management system – NICE. In particular you will help to build and mature the data analytics side of this new system. Please note, as this is a people leadership role the successful applicant will be supported to succeed in their new role through enrolment in the appropriate level of our Diligenta Leadership 'Step' Pathway (subject to eligibility criteria), designed to drive quality and consistency across the organisation. What you’ll be doing Lead a team to analyse data and deliver actionable insights that drive business decisions. Identify potential business issues, develop hypotheses, and implement effective solutions. Provide industry-wide insights and best practices to uncover growth opportunities and improve processes. Drive customer and colleague understanding through analysis of behaviours, touchpoints, and journeys. Collect, analyse, and report insights to shape efficient customer and colleague strategies. Collaborate with business teams and clients; build strong cross-functional relationships. Communicate findings clearly to stakeholders through storytelling and simplification of complex data. Enable informed, strategic decision-making with timely and relevant insights. Deliver competitive advantage by identifying market opportunities and risks. Enhance customer experience through personalised journey improvements. Support colleague utilisation, performance management, and engagement through workforce insights. Take full accountability for results, departmental plans, and resource management. Guide resolution of complex issues with cross-functional impact. What we’re looking for Familiarity of research tools and common office software. Skills in using Power BI, Tableau or similar tools. Proven analytical skills – able to translate analysis into action. Stakeholder management – able to work effectively with key business and client Stakeholders. Proven presentation skills- both verbal and written. With 5+ years of prior experience in similar role providing recommendations for business growth. Ideally experience working for an outsourced provider and or in a contact centre environment. Agile change delivery. Experience of working in large organisations. Previous customer journey management experience. Project Management qualification - Prince 2/APMP / FA1/2 // CF1/2 Bachelor’s degree in Computer Science, software engineering or a related field or equivalent qualifications. Please note, the salary advertised is based on business area FTE The hiring manager to contact is: Emily Rintoul Email: Emily.Rintoul@diligenta.co.uk Apply for this role: Required Required Required Invalid Required Required Required Required Have you liaised with your current manager to inform them of your intent to apply for alternative positions within Diligenta? If any employee wishes to apply for a position advertised internally, they must first let their direct line manager know they are planning to apply. For further queries and guidance, please refer to the Recruitment Policy YesNo Required Required Invalid Required Required Required Required Required Required Attach CV Tick to signal your acceptance of the Diligenta Privacy Policy and the privacy policy of our recruitment partners Sanderson Solutions Group