Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.

There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business. We value every colleague, their diversity and the contribution that they make. When we say you’re welcome at Openreach, we really mean it.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at Openreach. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not. It may not be for every role, and, as part of the recruitment process, you’ll have the chance to discuss smart working and how it might work for the job you are applying for.

About this role

The Manager for Business Improvement Insight will have overall responsibility for the creation, delivery and maintenance of insight utilised to drive service improvement programmes aimed at increasing customer satisfaction and improving service levels. This will include analysing customer satisfaction responses, modelling existing/future service measures and identifying & delivering insight opportunities with a view to enabling insight-driven decision making.

You'll have the following responsibilities

Accountable for all client and portfolio insight across the Multi-Dwelling Unit programme underpinning ambitious 5 million MDU homes enabled by the mid to late 2020’s. 

Accountable for delivering insight for service improvement programmes, maintaining appropriate customer intelligence and running modelling scenarios against customer data with an aim to improve customer experiences. Producing and utilising detailed insight to support Infrastructure Solutions objectives and goals. 

Supports strategic decision making around delivery of our service programmes, providing appropriate insight on service performance with an aim to continually improve business performance. 

Manage a range of internal and external stakeholders to identify requirements and develop appropriate insight to drive relevant service improvement outcomes. Translating strategy from influencers to provide informed and strategic insight into customer behaviour, market influences and competitors. 

Support the Senior Manager of Customer Success to drive through business improvement strategy to eliminate waste throughout the organisation, supporting the creation of a leaner business, through automation and identifying the correct efficiency savings to reduce customer and business effort, improving our cost to serve. 

Enables insight-driven decision making through scenario modelling, insight generation and stakeholder strategy engagement, with the ability to self create prototypes to demonstrate the wider-value to the business 

Monitor satisfaction levels across Infrastructure Solutions and provide insight on customer sentiment in relation to specific customer journeys.

You'll have the following skills & experience

Insight driven: Utilising data and analytical skills to influence insight-driven business decisions. You will have extensive experience in business/system analysis, drafting requirements documentation and can work at a conceptual level where business objectives & requirements may not be well defined.  

Business acumen: Knowledgeable in business strategy and the drivers of organisational performance, including people drivers of performance and financial literacy (e.g. business KPIs, business cases) 

Stakeholder management: Your excellent communication and stakeholder management skills will come in handy when managing stakeholders’ expectations, presenting your deliverables to them and matrix-managing various teams.

Thought leader: You are a strong leader with the ability to demonstrate a strong customer focus and commercial awareness and communicate articulately using business / technical terminology as appropriate. 

Seasoned analyst: You are a natural problem solver with a deep knowledge of data & analytics. Your strong background of success in data & analytics and previous relevant business analysis experience supported by appropriate qualifications/experience will be considered an asset for this role. 

Research capabilities – staying in tune with products, systems and processes as we evolve our business; discovering new insight methodologies and tools that help the business improve service and customer satisfaction 

Expert in data insight tools and languages including AWS/GCP, Qlik, Oracle SQL, Big Data Hadoop and Python. 

Excellent analytical capability, with the experience to translate complex data into business insights and support action plans and business case outcomes.

Benefits

As well as offering a competitive base salary, you’ll also have a rewarding bonus scheme, access to equity schemes and an attractive pension offer.

We value different perspectives, skills and experiences. Diversity makes sense for us, our customers and our ambitions. We’re creating an inclusive working culture where people from all backgrounds can succeed. That’s why we welcome applications from all parts of the community.

About Openreach

Openreach Limited runs the nation’s digital network. We play a key role in British society, helping homes, schools, hospitals, broadcasters, government, businesses and more connect to the world.

We're a wholly owned subsidiary of BT Group, and our customers are the 640+ communications providers who sell phone, broadband and Ethernet services to homes and businesses. And we’re on a mission - to make the country’s digital network services faster, better and more affordable.

Our people are experienced, resourceful and innovative, working on vital projects that help support the nation at work, in learning, on the move, at rest, at play, in emergencies and much more.

So if you’d like to be a part of an exciting organisation that’s making a real difference, why not join us today? You can read more here about working at Openreach.

How to Apply

It's easy to apply online; you just need a copy of your up-to-date CV and to follow the step-by step process. Don't worry if you need to make changes - you'll have the opportunity to review and edit your work on the final page. We look forward to receiving your application!

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