We’re looking for a Performance & Insight Lead to play a pivotal role in transforming how Customer Care at TfGM uses data to drive better outcomes for our customers and colleagues. This is a strategic and influential role, turning complex operational data into clear, actionable insight that shapes decision-making at every level of the organisation. You’ll be at the heart of our Customer Care transformation, helping to improve services across the Bee Network by providing transparency, accountability and evidence-based recommendations that enhance both customer experience and operational performance.
Your Role
In this role, you’ll lead the development of high-quality operational reporting and insight, from day-to-day performance through to executive governance forums. You’ll analyse customer demand, identify trends and root causes, and translate these into meaningful, actionable improvements. Working closely with Customer Care service delivery, Customer Experience, and system/product teams, you’ll ensure insight informs change and drives continuous improvement. You’ll champion data quality and storytelling, helping leaders move beyond data to make confident, informed decisions that improve outcomes for customers and colleagues alike.
For more info see Job Profile below.
Who are we?
You’ll be joining the Customer & Growth directorate at TfGM, at an exciting time as we continue to shape the future of the Bee Network. Our Customer Care team is at the forefront of delivering support and information to millions of customers across Greater Manchester. This role sits within Customer Care and will play a pivotal role in driving a joined-up, customer-first approach. It’s a rewarding opportunity to influence large-scale public services, improve everyday journeys, and be part of a collaborative, forward-thinking team committed to delivering meaningful impact for communities across the region.
What you’ll bring
What you do and how you do it is important whatever type of role you work in at TfGM and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values of Deliver, Care and Adapt.
You’ll bring strong experience in performance reporting and analytics within a fast-paced, customer-focused environment, ideally a contact centre. You’re highly analytical, able to translate complex data into clear, compelling insight and recommendations. You’ll be confident working with senior stakeholders and influencing action through storytelling. Experience of identifying trends, root causes and improvement opportunities is essential, alongside strong data management and visualisation skills. Above all, you’ll demonstrate TfGM’s values of Deliver, Care and Adapt; using insight to drive better outcomes, supporting colleagues, and embracing continuous improvement and change.
What we can offer you
This is an opportunity to play a key role in shaping the future of Customer Care at TfGM. You’ll work as part of a supportive, collaborative team where your expertise and ideas will be valued and will influence both daily decision making and longe-term transformation. We offer a flexible, inclusive working environment, opportunities for professional development, and the chance to influence major transformation programmes. Most importantly, you’ll be part of an organisation that makes a real difference; helping to improve transport and customer experience for people across Greater Manchester every day.
This is a permanent role and comes with a salary of £50,532 - £56,195 per annum depending on experience.
At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.
Our benefits include:
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Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
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Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.
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Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
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Enhanced family-friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.
- Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website
What's next?
If you believe you have the skills and experience required, we’d really like to hear from you. To apply please submit your CV and complete your application ensuring that you provide clear examples against the criteria questions, all appointments will be based on merit. Our short-listing process is anonymised, so please do not include your name or contact details on your CV. If any personal details are included these will be visible to the hiring manager.
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If you have completed the GM Elevate (Leadership Development) Programme, please indicate this within your application.
Please note we may close the advert early if we receive a high volume of applications.
NOTE TO AGENCIES we will be accepting direct applications only for this role. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral CV.
