Customers are at the heart of everything we do at Octopus Electric Vehicles.
Key Responsibilities
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.
Requirements
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
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.
Ready to Apply?
Join Octopus Energy and make an impact in renewable energy