Head of Insights & Performance

Role Overview

The Head of Insights & Performance leads the operational planning and performance function, providing leadership to workforce planning, forecasting and operational analytics teams across the Customer Enablement Hub.

The role is responsible for enabling data-led operational decision making through workforce planning, forecasting, performance insight and operational analytics.

Working closely with operational, commercial and support leaders, the role drives consistency in planning approaches, identifies operational risks and opportunities, and supports the optimisation and transformation of services through actionable insight and workforce strategy.

Key Responsibilities

• Lead the Operational Planning & Performance function
• Set priorities and standards for workforce planning and operational analytics
• Responsible for reports that feed in to our commercial outcomes
• Ensure consistent forecasting, reporting, and planning approaches across services
• Translate operational data into insights for senior leadership
• Advise leaders on service performance, capacity, and workforce risks
• Support decision-making on recruitment, productivity, and service changes
• Oversee demand forecasting and workforce planning strategy
• Ensure performance reporting drives operational improvement
• Identify opportunities to improve efficiency, cost, and service performance
• Define reporting and planning standards
• Ensure data quality and planning discipline across teams
• Develop workforce planning and analytics capability