Role Overview
Experian are looking for an experienced and strategic Head of Resource Planning, Forecasting & MI to lead end-to-end operational planning, forecasting, capacity management and management information capability.
You will be central to enabling data-driven decision-making across ECS servicing, ensuring the business has the insight, models and plans needed to deliver strong customer outcomes, effective service levels and cost efficiency.
You will own the development and evolution of forecasting and planning capability, creating accurate and effective models that support both short-term and long-term decision-making. Working collaboratively with operational, product, finance and transformation teams, this person will ensure that changing demand drivers, major business changes and improvement initiatives are reflected in robust planning assumptions and scenario models.
Alongside resource planning, the role will lead an MI and insight function, ensuring the delivery of accurate and actionable reporting. You will be expected to translate complex data into clear recommendations for senior stakeholders.
This is a Hybrid, Nottingham based role (40% in the office) reporting to the Director of Customer Service Operations.
Responsibilities
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Lead end-to-end forecasting, demand planning, capacity planning, scheduling and operational planning across multiple business areas and locations.
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Develop, own and continuously improve forecasting and sensitivity models that support service levels, resource planning, cost control and regulatory compliance.
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Produce short, medium and long-range forecasts and resourcing roadmaps to support business planning, budgeting and recruitment decisions.
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Lead the MI and reporting capability, partnering with operational, product and transformation teams to deliver scalable, insight-led reporting for a variety of audiences and focuses including executives and regulatory.
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Lead scenario modelling and impact analysis relating to product, CRM, digital and operational changes, quantifying likely effects on contact demand, cost and resource requirements.
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Independently challenge and validate assumptions, business cases and claimed transformation benefits, ensuring outcomes are evidence-based and measurable.
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Identify operational risks linked to forecast accuracy, service performance and demand changes, and take proactive action to minimise impact.
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Establish effective governance, planning forums, policies, processes and standards to support consistent and high-quality decision-making.
Experience and Skills
- Previous team leadership experience focused on forecasting, resource planning, capacity planning and management information within a complex operational environment.
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Strong understanding of MI, analytics and reporting, with experience of turning data into clear, actionable business insight for a variety of audiences/partners.
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Experience building and improving forecasting or sensitivity-based planning models in multi-channel, multi-site operations.
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Experience using data and insight to influence senior stakeholders and shape strategic decisions.
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Confidence in challenging assumptions, validating benefits and embedding a culture continuous improvement.
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Experience within a contact centre or service-led operational environment.
About Experian
Experian is a global data and technology company, powering opportunities for people and businesses around the world. We help to redefine lending practices, uncover and prevent fraud, simplify healthcare, create marketing solutions, and gain deeper insights into the automotive market, all using our unique combination of data, analytics and software. We also assist millions of people to realize their financial goals and help them save time and money.
We invest in people and new advanced technologies to unlock the power of data. As a FTSE 100 Index company listed on the London Stock Exchange (EXPN), we have a team of 22,500 people across 32 countries. Our corporate headquarters are in Dublin, Ireland. Learn more at experianplc.com.
Internal Grade C/EB7
Benefits package includes:
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Great compensation package and discretionary bonus plan
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Core benefits include pension, bupa healthcare, sharesave scheme and more
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25 days annual leave with 8 bank holidays and 3 volunteering days. You can purchase additional annual leave.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is an important part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
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