Insights Lead

- Extensive experience in data, analytics, or insights roles, including leading BI/analytics teams (Ideally 5-10 years experience) - Proven ability to manage, coach, and develop analysts, foster a high-performance culture, and set clear standards - Experience shaping and delivering a data and insights strategy aligned to organizational goals - Able to manage multiple deadlines, prioritize effectively, and take ownership for delivery in a fast-paced environment - Strong experience in analytics, insight, or BI within operations, financial services, or similar data-driven environments - Proven Data Story Telling ability - Excellent ability to communicate complex data clearly to non-technical audiences - Predictive and Prescriptive analytics focus on member outcomes, continuous improvement, and cost profile - Strong communication and report writing skills, able to present complex information simply and persuasively - Proven ability to influence stakeholders at all levels and build strong internal and external working relationships - Confident representing the team, challenging constructively, and providing thought leadership - Commercial and strategic insight mindset with the ability to deliver insights that influence strategy and operational efficiency - Stakeholder leadership without authority; highly effective at influencing senior stakeholders and acting as a trusted advisor - Advanced skills in SQL, Python or R, and data visualisation tools (Power BI, Tableau) - Experience influencing senior stakeholders - Experience with Contact Centre WFM & Telephony platforms (Avaya, Verint, NICE, others) - Strong lateral thinker with intellectual agility to explore unstructured problems and generate creative analytical solutions - High level of accuracy, attention to detail, and ability to identify trends, anomalies, and underlying drivers - Able to interpret data with a clear commercial mindset Nice to have: - Comfortable working in an environment with ambiguity, shifting priorities, and evolving information - Creative, open to new ideas and new ways of working; willing to challenge established approaches constructively - Experience designing analytical strategy or data standards - Data governance practices and procedures - Experience supporting change and/or continuous improvement (Technology deployments, systems migration, benefit realisation tracking) - Coaching, mentoring, and quality assurance experience supporting the development of junior analysts - Experience working in a regulated environment and with external clients - Proactive, self-motivated, and able to manage a high personal workload with multiple deadlines - Industry-based qualifications or certification as appropriate to the role (The Forum, CCMA, Microsoft, Google Analytics, DAMA, LSS)