Strategic Leadership & Framework Development
- Set and execute the global MI, Data, and CX Insights strategy across multiple GEOs.
- Standardise data governance, reporting frameworks, and insight capabilities globally.
- Ensure scalability, knowledge sharing, and consistency in insights across all regions.
Customer Experience, CSAT & NPS Intelligence
- Lead the architecture, governance, and optimisation of CSAT, NPS, CX and operational KPI measurement.
- Convert intelligence into strategic action plans to elevate customer satisfaction and operational efficiency.
Data-Driven Transformation & Advanced Analytics Delivery
- Champion the integration of advanced analytics, automation, and AI modelling to enhance forecasting accuracy and operational performance.
- Drive predictive analytics, behavioural insight modelling, and scenario planning capabilities.
Cross-Functional Alignment & Stakeholder Engagement
- Partner with Operations, internal stakeholders, and Client Leadership teams to align insight outputs with commercial outcomes.
- Ensure insight-led decisions support contractual performance, financial growth, and business transformation.
Centre of Excellence & Capability Build
- Build, lead, and upscale the MI & CI Centre of Excellence to enable global insight maturity and standardisation.
- Develop tools, frameworks, and methodologies that uplift analytical capability, predictive intelligence, and reporting quality.
- Attract, mentor, and develop high-calibre talent across data, BI, analytics and CI disciplines.
Technical Skills
- Proficiency in PowerBI, Looker, Python, Power Query
- Advance Excel
- Database working knowledge on