Operations Insight & Strategy Lead (12 month FTC)

What we do. Electric Car Leasing Why we do it. Greener. Fairer. Future. The role Customers are at the heart of everything we do at Octopus Electric Vehicles. We are constantly seeking new ways to improve our customer experience, and we are looking for someone to play a pivotal role in shaping how we do that. Our customer journey generates a huge amount of data – from the interactions we have with them (calls, emails, complaints etc.), to the actions we take to get them into the EV of their dreams. This data is currently collected and cleaned in our data platform (managed by our Data Team). We need someone who can help us use that data thoughtfully and effectively to create meaningful, actionable insight on what is really happening for our customers and our teams. Someone who can turn fragmented operational data into meaningful insight. And, most importantly, someone who can help make that insight operational: embedded into how teams work, how leaders make decisions, and how the business improves. This is a role for someone who can move fast, think clearly, operate with precision, and help us turn data into better customer outcomes. London based (minimum 3 days a week in office) and 1 or 2 trips to Brighton a month. What you'll do Shape our thinking and understanding of customer experience and wider operational performance to support front line staff through to SLT leadership Create a data-led understanding of what our customers are experiencing and what they are telling us, building a full view of the Voice of the Customer Help us understand what we should be tracking and measuring to understand our customers (i.e. metric creation) and build reporting to monitor performance Work with the Director of Operations and Head of Customer Operations to create strategy & implementation plans off the back of CX data, and help us make the right prioritisation calls to address the biggest CX pain points Create strong stakeholder relationships, across the front line teams, the Data Team, Operations Leadership and the SLT, Build-on and oversee our headcount forecasting tooling. We will also expect you to scope and get involved in the projects to deliver improvements off the back of the insights work - liaising closely with our teams to make sure that the insight drives meaningful change. We do not just need someone who can say “this is what the data shows”. We need someone who helps us find answers to “what are we going to do differently on Monday?”. What you'll need There is no strict requirement on background, but working in management or strategy consulting, experience in growing scale-ups and performing in roles that sit between data and operations will help. You may have worked in cleantech or fintech.You’ll likely have a project-mindset and an action for getting things done.You will probably have 5-7 years of experience. You’ll have experience with: Finding meaning in messy data and turning it into a strategy with measurable improvements Changing requirements and vague briefs Working with both data teams and frontline operational teams Communicating with both technical and non-technical stakeholders, and adapting your content to the audience Large datasets to identify key insights Structuring output ready for senior leadership review Customer data and insights SQL, Excel and exploring AI tooling Overseeing transformational projects and driving change with colleagues You will be working directly with the Director of Operations and you will be expected to be comfortable working at this level of seniority. You’ll probably be great if you: Care deeply about customers and the people serving them. Are highly analytical and comfortable working with messy data. Can use data to find patterns, causes and opportunities. Understand that insight only matters if it changes decisions or behaviour. Can turn vague questions into structured analysis. Can communicate complex findings simply for front-line through to senior leadership audiences. Are excited by the potential of AI to evolve how we understand customers and operations. Have strong judgement on what matters and what is noise. Can work quickly without losing accuracy. Are comfortable with ambiguity and imperfect systems. Can work credibly with both data teams and frontline operational teams. Have the humility to understand the real work before recommending improvements. Have the drive to turn analysis into operational progress. Are comfortable using data to influence decisions. Why else you'll love it here 💰 Wondering what the salary for this role is? Just ask us! On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of flexibility and would never want salary to be a reason why someone doesn't apply to Octopus - what's more important to us is finding the right octofit! 🎉 Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! 🎁 Visit our perks hub - Octopus Employee Benefits 🏆 Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024 . We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people. We’ve also been placed in the top 10 companies for senior leadership Things to note P.s. 🐶 just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies 🤖 We use AI to help us assess applications fairly and objectively. We’re totally fine with you using AI as a tool to help prepare too. That said, when we get to the interview and assessment stage, we’re really interested in hearing your unique perspective and real-world stories. That’s the stuff we can’t get from a bot or a prompt! About us The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK. We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK’s most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal. Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience. We're an Octopus Energy company—an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs. If this sounds like you then we'd love to hear from you. Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic! Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.