About the role:

The purpose of this role is to lead the management information and reporting function within B2B Customer Excellence to produce customer & internal business performance reporting and insights to drive operational performance and enable better, data driven business decisions.

Work proactively with the Customer Excellence SLT and their functional areas to develop an overall MI & Reporting strategy which defines, continuously reviews, and evolves key performance indicators which then delivers accurate MI, reporting and insights in support of those KPIs.

Drive automation and self-serve as the prime approach across all new & future reports and across existing reporting catalogue.

Maintain strong relationships with leadership in the wider Data, Insights and Analysis community to share to best practice and ensure that CE benefits from new tools and capabilities.

Role dimensions

Direct Reports: Up to 8

Indirect Reports: None

Budget/financial accountability: Opex for direct team

Role purpose

The purpose of this role is to lead the management information and reporting function within B2B Customer Excellence to produce customer & internal business performance reporting and insights to drive operational performance and enable better, data driven business decisions.

Work proactively with the Customer Excellence SLT and their functional areas to develop an overall MI & Reporting strategy which defines, continuously reviews, and evolves key performance indicators which then delivers accurate MI, reporting and insights in support of those KPIs.

Drive automation and self-serve as the prime approach across all new & future reports and across existing reporting catalogue.

Maintain strong relationships with leadership in the wider Data, Insights and Analysis community to share to best practice and ensure that CE benefits from new tools and capabilities.

Key responsibilities & accountabilities

• Create, own, and manage the MI & Reporting strategy for Customer Excellence
• Lead and manage a team of up to 8 customer reporting analysts
• Proactively work with Customer Excellence SLT and their teams to define, develop, deliver, and automate reporting
• Create, manage, and govern a reporting catalogue for Customer Excellence
• To assure that all MI & Reporting is delivered accurately, consistently and on-time
• To drive continuous improvement and innovation in our MI & reporting capabilities through the team, their processes and tooling
• Collaborate with the wider VMO2 DI&A community to share best practice, support innovation, and be the voice of Customer Excellence to support our future needs and define requirements

Essential skills, knowledge, or experience (Inc. professional or technical qualifications)

• People management, ideally leading a team of business/reporting analysts
• Strong communication (verbal & written) and ability to influence at all levels
• Complex stakeholder mapping and management, with a specific focus on senior management and leadership
• Problem solving and Innovation
• Strategic thinking and long-term planning
• Knowledge and experience of MI & Reporting tools, platforms, and capabilities in industry

Key stakeholder interfaces (Excluding organisation structure roles)

Internal – Including other B2B departments, Network Delivery, CIO, and CTO. 

External – Customers, third party suppliers & partners and sourcing partners