Direct Line Motability Performance Optimisation Analyst

Direct Line Motability Performance Optimisation Analyst

Liverpool - Hybrid (2 days a week in the office)

Full Time, Permanent Position

Let's be brilliant for our customers

Join us as a Performance Optimisation Analyst, where you'll drive impactful change, optimise operations, and elevate customer experiences.

About us

At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field from data, technology, customer care and auto repair, to HR, finance, and procurement, we're a customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day.

We've now welcomed our new CEO, Adam Winslow, and are at the start of an exciting period of change for DLG. With ambitious plans for large-scale transformation, we're going to see a refreshed strategy to drive value for our customers, colleagues and shareholders.

It always feels good, helping people when they need it most. Taking calls, helping customers with queries, finding the right insurance product for their lifestyle. Helping to keep people safe on the roadside when their vehicle breaks down. Being a reassuring presence when someone needs to make a claim. Our contact centre teams give customers all kinds of support. It can get busy, but the culture, training and friendly teams are great here.

What you'll be doing

Reporting directly to the Performance Optimisation Consultant, you'll enhance efficiency, quality, and productivity within the DLM Operation. Your role involves analysing organisational data to identify trends and inefficiencies, proposing recommendations for improvement, and implementing strategies to optimise performance. You'll collaborate with cross-functional teams to execute plans, influence customer experience, service quality, and cost-effectiveness, and ensure business processes are designed for optimal efficiency. Additionally, you'll maintain detailed documentation, support Operational Leadership with KPI analysis, and communicate effectively with various teams to integrate performance initiatives smoothly. Cultivating personal growth and adhering to policies are also key aspects of the role.

What we're looking for

• In-depth understanding of operational processes and procedures

• Strong analytical skills to interpret data, extract actionable insights, and produce comprehensive management information reports

• Expertise in defining project scopes, creating detailed plans, and organising resources

• Competent in working with multiple data sources to gather relevant information and develop meaningful insights

• Commitment to improving customer experiences and ensuring customer needs are at the forefront of all optimisation efforts

What we offer in return

We wouldn't be where we are today without our people and the wide variety of perspectives and life experiences they bring. That's why we offer excellent benefits to suit your lifestyle and a flexible working model combining the best parts of home and office-working, varying with the nature of your role. Core benefits include:

• Generous 9% employer pension contribution

• Annual company bonus of up to 10%

• 25 days holiday allowance (plus the option to buy or sell up to 5 days each year)

• 50% off home, motor and pet insurance

• Free travel insurance and Green Flag breakdown cover

• Additional optional Health and Dental insurance

• Plus, many more

Ways of Working

Our hybrid model way of working offers a 'best of both worlds' approach combining the best parts of home and office-working, offering flexibility for everyone. When you'll be in the office depends on your role, but most colleagues are in 2 days a week, and we'll consider the flexible working options that work best for you.

Read our flexible working approach here

Difference makes us who we are. We believe everyone should feel comfortable to bring their whole selves to work - that's why we champion diverse voices, build workplaces that work for people, and invest in the things that matter. From senior leadership to inclusivity networks, adaptive working to inclusion training, we've made it our mission to give you everything you need to be authentically you. Discover more at directlinegroupcareers.com

Together, we're one of a kind

Hours: 35 hours (Monday to Friday, 9am to 5pm)

Closing Date: Thursday 11 July

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