Insights Lead

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 an Insights Lead, you will play a key role in developing and shaping the insights' function, from the ground up driving data-led decision-making across Diligenta Customer Services. You will design and deliver strategies that harness customer and commercial insights, predictive analytics, and operational data to improve efficiency, enhance customer satisfaction, increase revenue, and support long-term strategic planning.

In this role, you will need to be an expert in value add analysis, data science, coupled with strong commercial understanding and the ability to communicate complex information with clarity. You'll turn data into actionable insights that drive meaningful improvements and support the company's strategic objectives.

Benefits:

• 33 days including Bank Holidays
• Eligibility for an annual discretionary bonus scheme
• Car Allowance
• Private Healthcare
• Personal and career development opportunities to progress your aspirations within the company as well as through our global parent company (Tata Consultancy Services)
• Access to Perks at Work (an online discounted shopping platform) saving you money on a wide range of goods and services, including your weekly food shop, holidays and electrical goods
• Cycle to Work Scheme & Interest free Season Ticket loans
• A companywide Wellbeing programme, including an Employee Assistance Programme and other benefits/resources to support your mental/physical and financial wellbeing
• A comprehensive set of Moments that Matter policies, such as Carer's Leave, Foster Leave and Retirement Leave
• A contributory company pension scheme where we match your contributions up to 6%, Group Life Assurance ('Death in Service") & Group Income Protection
• Apply to find out about our other benefits

What you'll be doing:

• Leading and developing complex predictive analytic strategies.
• Presenting insights to senior leadership and clients in a clear and concise way, with actionable recommendations and deliverables.
• Recommending strategies to improve customer services efficiency and effectiveness
• Analysing end-to-end customer behaviour across all channels and interactions that deliver commercial return and significant benefit to the bottom line.
• Support with the design and structure, integration and set up of the Microsoft cloud solution in Microsoft Fabric, including structured and unstructured data. Ensure design, functionalities and usage are implemented and maintained.
• Leading and developing an insights team significantly growing the insights capability in the UK and India ensuring best practices are implemented.

What we're looking for:

• Proven relevant experience in similar role providing recommendations for business growth and optimisation.
• A strategic thinker with strong analytical skills and exceptional attention to detail
• Knowledge of machine learning and AI applications.
• A strong understanding of UK Financial Services/L&PI industry, including market trends, competitive landscape and relevant business landscape.
• Experience using data visualisation tools such as Tableau, Power BI, or similar.
• Proven experience working with customer satisfaction metrics and interpreting insights from their analysis.

If you need any help or adjustments during the recruitment process, please let us know.

Ready to take the next step in your career? Apply today and become part of our innovative team!