Performance, Forecasting & Analytics Lead
CR3
Hybrid and home working
2 x roles available
The role:
We’re looking for Performance, Forecasting & Analytics Leads to provide the business with technical and specialist expertise to support strategic decision-making. To play a lead role in the creation, delivery and articulation of key insights, product forecasts and performance data using a variety of insight sources and analysis tools to champion product enhancements to drive better customer outcomes across the business aligned to the refreshed bank wide strategy.
Key Accountabilities:
Customer:
* Work with the Senior PFA Lead and wider colleagues in order to play a lead role in the review and articulation of product insights and performance.
* Manage a monthly cycle of product insight reviews and reporting in order to bring to life the voice of customer, identifying opportunities to undertake further review to help address key customer pain points.
* Play a lead role in the development and implementation of key reporting in order to articulate the product performance, risk and opportunities in a clear and concise manner that allows customer experience to be understood by stakeholders and informs actions to drive experience improvement.
* Champions product performance improvement across the business establishing actions resulting from insight and analysis, tracking these through to completion, and articulating resulting customer impact.
* Playing a lead role in the creation of the annual and in-year product planning and strategy through utilising performance insights both from a product performance perspective
* Play a lead role in the development and implementation of product performance reporting in order to demonstrate impact of our product and channel activities to drive sales, usage and retention across the customer lifecylce; including working with key stakeholders across the bank to deliver trading objectives
* Utilise a variety of data sources to build a robust performance reporting solution.
* Ensure all learnings are shared with key stakeholders and elevated to encourage discussion and challenge; to then inform adaptations to future activities – always focused on improved customer experiences and performance
People/Leadership
* Create a robust engagement process with stakeholders in order to align insights, plans and performance to business priorities, and build positive relationships with peers and stakeholders.
* Work with key business stakeholders to ensure the insight plan and metrics, performance and reporting aligns to overall business objectives and priorities
* Support a customer centric culture that inspires and motivates colleagues across the commercial directorate and wider bank.
* Deputise for Senior PFA Commercial and Customer Lead where appropriate
* Seek out self-development opportunities, keeping skills up to date and relevant to business-need and the external financial market, in order to participate and sometimes lead in diagnosis and resolution of relatively complex problems
* Set clear objectives, plan, work with delivery areas on the tactics to deliver against the plan and oversee timely adherence.
Financial / Commercials
* Planning / budgeting and forecasting – build and update performance and insight plans relating product activity and performance
* Measurement and tracking of performance - Identify and put in place relevant KPIs, systems or processes to measure operational delivery and performance. Track performance against KPIs.
* Data mining and analysis - Using appropriate tools to analyse product and customer performance customer and commercial data in order to understand business performance and customer behaviour; to profile customers; identify segments within the base meeting given criteria. Model scenarios e.g. pricing, incentives, business cases.
* Interpretation and action planning - Interpret data to understand root causes e.g. of performance issues; and/or to understand implications of changes (e.g. pricing or policy changes). Recommend actions.
* Developing reports and dashboards - Develop standard reports and dashboards to meet reporting needs of product managers e.g. sales funnels; ensuring what’s measured is relevant to track performance against identified business objectives. Share reports according to agreed schedules and providing any “value-add” interpretation or commentary before passing to other teams
Risk and process
* Manage key relationships with Credit Risk, Finance, marketing and operations to ensure effective strategies are in place.
Knowledge, Skills and Experience Required:
* Strong analytics skills with experience of financial services
* Understanding of critical performance, customer and value drivers for key commercial outcomes
* Track record in analytical, insights, planning, forecasting interpretation skills
* Proven track record in stakeholder management
Stakeholders
- All Key internal stakeholders inc Product, digital, Marketing, Distribution, Operations, Finance, Risk, IS, Change
* External Stakeholders as required
If your application is selected for recruitment, we will ask if you require any reasonable adjustments in order to proceed to an interview with us. If you require more information or this document in a different format, please contact careers@co-operativebank.co.uk