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Royal Mail and our evolving journey

With a long and proud history, Royal Mail is one of the most visible and trusted brands in the UK. We keep people and businesses connected every hour of every day and we’re passionate about harnessing technology to deliver the best possible results for our customers.

Our business is thriving by continuously adapting and adopting advanced technology. We reach every delivery point in the UK and have over 30 million customer touch points per day. We have 165,000 employees, 80,000 PDA’s and 25,000 end IT users. We are in an exciting period of transformation with significant growth in parcel & packet volumes and online services and we’re focusing on investing in the security, technology, processes and people that are going to help us continue to achieve great things and grow our business.

We have the UK’s largest “Feet on the Street” network of over 85,000 postmen and women and the lowest reported carbon emissions per parcel of any major UK delivery company. We are committed to providing sustainable services as we deliver against our environmental ambitions. We are investing in technologies such as electric vehicles and drones.

The RMG Technology team are influencing and helping drive the changes across the business as new solutions and services and new ways of working are defined and delivered and we need talented, experienced people who can work at pace and scale to join us and help achieve our goals.

Role: Snr Customer/Market Insights Lead

Job Purpose

We are looking for a Snr Customer/Market Insights Lead to join our expanding Data, Analytics and Innovation (DAI) community at Royal Mail as we strengthen our leadership team in the areas of Data-Driven innovation and decision making.

The newly formed Customer, Market & Competitor Insights Team will be at the forefront of shaping and delivering high-value, novel insights across Royal Mail to drive decision making and increase value delivery across Royal Mail. This team will be responsible for the development and execution of insight activation projects and programmes across our key business themes, with a focus on our customers, and the competitive and wider market landscapes. You will ensure the wider DAI and RM teams are kept up to date with key reports, briefings and metrics, and ensure an understanding of how organisational insights fit in with the wider customer, market and competitive environment to identify and scope emerging opportunities with Data, Analytics and Innovation across Royal Mail.

As leader of the team, you will be you will be accountable for the end-to-end design, development and execution of large scale, complex programmes of work to deliver continuous strategic insights, as well as helping to measure and enhance vital continuous improvement initiatives. You will be working with multi-disciplinary programme and project teams, colleagues across RMG and external stakeholders to identify problem statements. You will lead your team to produce state of the art analysis and reporting, with a flair for data storytelling and an ability to influence and encourage colleagues to shape data solutions and exploring opportunities for leveraging data across the organisation. You will lead the team to ensure insights are successfully documented and communicated to generate business value, including regular communications to the executive board and RM leadership. This is a crucial role to enable us to deliver greatest value to our customers, shareholders, and team Royal Mail.

The role will be embedded within the newly formed Data, Analytics and Innovation function led by the Chief Data, Analytics and Innovation officer who is a member of the Executive Board. We offer flexible working, paid parental leave and are committed to ensuring a culture of diversity and inclusion. We are diverse and passionate team that is committed to supporting each other to deliver our best work. As a newly formed function we are developing new processes for learning and development and engagement, building an environment with a focus on inclusion, innovation, knowledge sharing and collaboration. We strive to ensure all team members have opportunities for mentorship, continuous career development, idea generation and to contribute to the continued development, growth and support of our strategy and technical community across the team and wider RMG organisation.

Key accountabilities include:

• Lead the Customer, Market & Competitor Insights team (a team of data specialists including analysts, scientists, engineers and programme managers) to deliver high quality Data, Insight and Analytics to Royal Mail, using Data, Analytics and Innovation and supporting colleagues to understand performance, market/industry trends, data technical landscape (internal and external) and the impact on our business
• Contribute to the development of RM’s data, analytics and innovation strategy ensuring these consider holistically Royal Mail’s links to operations, customers, consumers and the wider community.
• Accountable for the successful development and communication of customer, market and competitor insights, tailoring outputs for a range of stakeholders. This will include producing communications for RMG’s leadership teams enable key strategic decisions. Ensuring collaborating with the economics and forecasting team and wider DAI and RM teams.
• Support the development and execution of the communications strategy for DAI Strategic Insights across Royal Mail. Influencing business strategy to make RMG a data-driven organisation.
• Accountable for the successful line management of the team and creation of high performing project teams, ensuring efficient allocation of resources and skills, setting objectives and providing performance feedback. Ensuring that the team delivers business value, provides capabilities and scales to meet the needs of the business over short, medium and long-term horizons.
• Accountable for implementing and delivering complex interrelated programmes and projects from concept to final operational stage, using appropriate project management methodologies, in line with DAI policies and methods including delivery control, risk management, change management, issue resolution, progress reporting, documentation & administration, and quality reviews.
• Maintain a solid awareness and consistent self-guided learning to maintain knowledge of external, internal and sector best practice and emerging capabilities with Data, Analytics and Innovation, translating these into ideas for possible new strategic insights to ensure RMG is at the forefront of utilising Data, Analytics and Innovation to drive value.
• Ensuring regular production of high quality, engaging insight reports and visualization across all areas of customer, market and competitor insights.
• Leading and contributing to interest groups aligned to key business themes, ensuring collaboration and engagement with colleagues from all levels across the organization. Ensuring documentation and knowledge share of key insights and supporting the translation of these into opportunities for innovative DAI projects and programmes.
• Working with leadership across RM to define key KPIs and success metrics for customer, competitor and market insight processes, projects and activities, ensuring these are well defined, tracked and clearly communicated.

Key Dimensions

• Responsible for management of a team with investment value of up to £5m
• Line management (direct and indirect) of multi-disciplinary team of up to 10 (including data scientists, engineers, business analysts, programme management, and economists)
• Technical and business knowledge, understanding & experience required
• Experience of producing regular data insights, analysis and reporting to influence senior leadership and colleagues as well as understanding of impact and output evaluation frameworks.

Qualifications and experience required:

We welcome candidates with a passion for using data, analytics and innovation related insights to drive business value. We welcome candidates with one or more of the following capabilities:

• A BSc in a quantitative field or proven equivalent understanding and experience of data analysis and working in a field related to data, analytics and innovation.
• An MBA or proven experience of delivering or leading market/competitor analysis and/or customer-focused analysis within a corporate environment
• Significant knowledge and understanding of best practice, modern tooling and methodologies for customer, market and competitor analysis
• Advanced understanding of data, analytics and innovation and how it can be used to drive decision making and transformational change across the organization for business value
• Proven understanding of working with data governance and data, analytics and innovation related tooling and infrastructure
• Proven experience with project management methodologies, principles and frameworks within a data, technology and innovation culture.
• Proven leadership skills or ability to lead and engage effective cross functional teams comprising of technical and business roles, ability to drive innovative and transformational ways of working, change management and continuous improvement.
• Ability to break down complex business problems, identify solutions and define and deliver data-driven strategies and roadmaps strategies, using relevant insight from multiple sources of data (market, industry, best practice, internal) that will enable Royal Mail’s transformation, maximizing value through accurate prioritization
• Effective communication and presentation skills, with the ability to influence, excite, engage, including the ability to translate technical analysis and roadmaps into business-friendly terms.
• A passion for using data and digital insights to inform strategic planning, with experience or knowledge of seeking out opportunities for continuous process improvement and driving organisational and behavioural change.

TECH YOU’D NEVER EXPECT

We’re evolving, transforming, and working together to innovate and provide a service our customers can trust and recommend. This is tech you’d never expect from Royal Mail pushing the boundaries and delivering a First-Class delivery service.

We are an inclusive employer with equality, diversity and fairness at the heart of our values and we’re proud to be recognised in The Times Top 50 Employers for Women 2021 for a 8th consecutive year. We welcome applications from individuals from diverse backgrounds and are committed to promoting fair participation and equality of opportunity for all our job applicants.

We are happy to support flexible working and would welcome having a conversation with you about how we could support your needs

We strongly encourage people from underrepresented groups to apply.