Insight & Performance Manager

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Role Overview

As an Insight & Performance Manager within the FBT Customer team, you will lead the development and delivery of actionable insights that drive strategic decisions, operational efficiency, and customer-centric innovation. You will collaborate across functions—Customer Excellence, Customer Operations, Talent Acquisition, Procurement, and more—to ensure data-driven performance management and continuous improvement.

Key Responsibilities

1. Data Strategy & Analysis

•     Design and implement frameworks to analyse customer, operational, and market data.

•     Translate insights into actionable strategies for marketing and product development and operations.

•     Develop dashboards and reports that inform leadership decisions and performance reviews.

2. Stakeholder Engagement

•     Partner with cross-functional teams to translate insights into business actions.

•     Present findings to senior stakeholders and support strategic planning.

3. Team Enablement

•     Coach technical product owners and data leads

•     Shape job descriptions and role profiles to align with evolving business needs.

4. Governance & Transformation

•     Support FBT wide initiatives by leveraging analytics and feedback loops.

•     Contribute to post-go-live governance and continuous improvement efforts.

•     Setting up data governance and business control strategy

•     Ensure compliance with data protection regulations.

Skills & Qualifications

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•     Functional experience with Salesforce and SAP platform data

•     Strong Technical experience with Salesforce, Power BI and SQL

•     Experience in project management, stakeholder engagement, and cross-functional collaboration.

•     Strong communication and stakeholder management skills.

•     Experience with agile teams and digital transformation is a plus.

Growth & Impact

•     Influence customer strategy through data.

•     Drive measurable improvements in service delivery and operational performance.

•     Be a key contributor to transformation into a more agile, tech-enabled organization.