Enterprise Insights Lead

Location: Peterborough - Lynch Wood, Bristol, Edinburgh
Job Reference: 1301526
Role Grade: C1 - MSS

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About This Role

Enterprise Insights Lead
  
Location: Peterborough, Edinburgh or Bristol – some national travel required
  
Who are Diligenta?
Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as ‘home’ by existing employees, we drive a culture that is founded on positive change and development.
  
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. 
  
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.
  
If you need any help or adjustments for any stage within the recruitment process due to health, disability, or any other reason, please let us know.
  

    
 
 
 
 
 
 

Salwyn Coultas \r\nSalwyn.Coultas@diligenta.co.uk

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