Senior Performance & Insights Manager 12 month FTC

Are you a strategic architect ready to shape a world-class performance-data ecosystem? As a key part of the Customer Experience Performance team, you will be the central force behind moving our Customer Experience and Support department from reactive reporting to proactive, predictive planning. This high-impact, individual contributor role is on a mission to transform complex data into the clear, actionable strategies that inform our executive decision-making.

By owning the full spectrum of our reporting, analytics, insights, and forecasting, you’ll collaborate with and guide our Insights & Improvement Manager to ensure we are equipped to deliver exceptional customer experiences and scale effectively. The challenge is exciting: you’ll build the "Single Source of Truth" for our Customer Support, Digital Support, Enablement, Quality, and VoC data, driving a culture of performance excellence across our department and business.

What you’ll be doing 

You will be the strategic architect and hands-on builder of our data ecosystem, personally transforming complex operational variables into a proactive planning engine that empowers our teams and functions to scale and succeed.

• Architect a “Single Source of Truth”: Own the end-to-end reporting and dashboard infrastructure within Salesforce and Looker, ensuring performance data is trusted and accessible for everyone from front-line agents to the executive team.
• Build Proactive Forecasting Models: Develop and refine reliable models to predict contact volumes and staffing requirements, allowing us to effectively manage resources and mitigate operational risks before they happen.
• Drive Strategic Performance Management: Lead the performance framework for the Customer Support team by setting strategic KPIs and analyzing trends to identify bottlenecks and opportunities for improvement.
• Translate Data into Strategy: Turn complex operational data into compelling, actionable insights and recommendations that directly influence senior leadership and our overall departmental strategy.
• Ensure Data Excellence and Governance: Guarantee the integrity and accuracy of our data across all platforms, while establishing a professional reporting cadence that the entire business can rely on.
• Manage High-Impact Data Projects: Provide dedicated analytical support for our most critical initiatives, creating a unified narrative that connects specific project outcomes with our core operational goals.
• Collaborate for Technical Improvement: Partner with technical teams to identify and advocate for system improvements, ensuring our tools and systems evolve alongside our reporting needs.
• Establish Operational Transparency: Lead a formal intake process for all analytics requests, ensuring the Performance & Insights team remains efficient, transparent, and focused on the highest-value work.

Who you are

• A Strategic "Builder": You have a proven track record in a senior data role (ideally SaaS) where you have personally architected and built comprehensive reporting ecosystems from the ground up.
• A Master Storyteller & Executor: You don't just design the strategy; you have the technical grit to pull the data yourself and the communication skills to translate it for senior executive audiences.
• A Hands-on Forecaster: You have deep, practical experience developing and maintaining reliable models for operational metrics like contact volume and staffing requirements.
• Technically "In the Weeds": You are a power-user of CRM reporting (Salesforce) and BI tools (Looker, Tableau, or Power BI). You are comfortable getting into the SQL and data warehousing details when needed.
• A Technical Mentor: While this is an individual contributor role, you lead by example—sharing your "know-how" with our Insights & Improvement Manager to raise the team's technical bar.
• CX Savvy (Bonus): Experience within a global Customer Experience organization and familiarity with predictive modeling techniques will help you hit the ground running.
• A Proactive Problem-Solver: You thrive on finding the "signal" in the "noise" and are equally comfortable presenting to a VP as you are troubleshooting a dashboard calculation.

What’s in it for you:

• A range of flexible working options to dedicate time to what matters to you
• Competitive compensation package + bonus
• 25 days holiday per year, with an extra 5 days holiday allocated after your 1 year anniversary (prorated) 
• Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community
• Rich learning and development opportunities are supported through the Trustpilot Academy and Blinkist
• Comprehensive health package, pension, and full access to Headspace, a popular mindfulness app to promote positive mental health
• Paid parental leave
• Central office with  a laid-back vibe and constant buzz of different languages being spoken everywhere you go It’s complete with a coffee bar, canteen, and table tennis and has a wide variety of refreshments available - you can opt-in for breakfast and lunch at an affordable price
• Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials
• Opportunity to join the Trustpilot Social Club for a small monthly fee and attend regular social and leisure activities like go-karting, cooking classes, and escape rooms 
• Employee discounts to restaurants and shops 

Still not sure?

We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences along with how you will contribute to our working culture. Even if you don’t feel you meet all the requirements, we'd still really like to hear from you!

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