Operations Insight & Strategy Lead (12 month FTC)

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!