Operations Analytics Manager - Retail Operations

Responsibilities

• Responsible for leading analytics that drive performance, efficiency and customer outcomes across Retail Operations
• Working at the intersection of data, operations and customer experience
• Translating complex operational data into actionable insight that informs decision‑making at both tactical and strategic levels
• Line management responsibility
• Leading the coordination and data element of benefit tracking
• Supporting our three‑year plan process
• Acting as a trust analytics partner to operational leaders presenting evidence‑based insights

Requirements

• Demonstrable experience in leading the delivery of high quality operational analytics, insights, dashboards and performance reporting
• Developing a deep understanding of customer journeys, processes and demand drivers
• Proven people leadership experience, with demonstrable knowledge of coaching and developing high‑performing teams
• Clear and confident communicator – able to translate complex data into clear and straightforward recommendations
• Naturally curious, with a strong customer focus and a commercial mindset
• Knowledge of working in insurance or other regulated environment or large customer operation is beneficial

Core Competencies

Demonstrates expertise in leading operational analytics and performance reporting, with a strong focus on customer journeys and data‑driven decision‑making. Proven ability to coach and develop high‑performing teams while effectively communicating complex insights to stakeholders.

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