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Customer Operations Insights Manager

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Role area:
CEO Europe Online
Contract type:
Full Time
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Senior Business Analyst – Customer Value Insights

Company Overview:

Now we’re not usually ones to go around blowing our own trumpets at Paddy Power. It’s just that we believe passionately in who we are and what we do.

It’s not just the fact we’re a €3.2bn entertainment giant. Nor is it simply down to having gaming operations in Ireland, the UK, Italy and Australia. What gives us that extra special edge is our people. People with the passion to push boundaries. People who revel in doing the unexpected. People who – day in, day out – help us beat the pants off the competition. And if you share that same passion, together, we can carry on rewriting the rules of entertainment. #ppgamechangers

Doing things differently, believing in ourselves and each other, and never settling for second best has led to double digit growth. So when it comes to business, we’re nobody’s fool. It also means there’ll be every opportunity to move onwards and upwards.

Today, we’re over 5,000 people. We all play to win. But we always remember the playing is every bit as important as the winning. You may have noticed we’re not ones to steer clear of the controversial either. From customising national landmarks and hijacking major sporting events, we take a uniquely Paddy Power approach to stealing the limelight.


Customer Operations Strategy and Development is tasked with enabling and driving the realisation of objectives shared by Customer Operations through innovation, direction, education and expertise in Data Insights, Process and Project. The role of the customer insights team is to ensure that the teams within customer operations are aware of the impact their actions have on our customers, and the value they provide to the business.

Purpose of the Role

As the Customer Operations Insights Manager you will be responsible for the leadership of the insights team in the efficient provision of insights and reporting across customer operations, driving your team to undertake large scale insights programmes that deliver Management Information to allow for quick decisions, and developing a self serve strategy within each of the customer operations teams. You will also be the key link between Customer Operations and the wider data – insights community, in order to utilise new data sources, techniques and reduce duplication.

Key Responsibilities

  • Prioritisation and delivery of the customer operations insights roadmap
  • Defining and delivering the Customer Operations Insights strategy
  • Influencing senior stakeholders through the provision of key insights to drive business improvements, both operationally and in relation to the value provided by customer operations
  • Designing, and continuously improving daily, weekly, monthly performance metrics and recommend changes/improvements in both the reporting/process
  • Become a subject matter expert within the business on understanding the relationship between customer interaction data and the value driven by customer operations performance data
  • Drive a culture of delivery at pace throughout the insights team
  • Ensure a focus on delivery of value throughout the customer operations teams

Technical Competencies

  • Strong academic background, to degree level or above in a mathematical or scientific field
  • Ability to lead and develop multiple team members, ensuring that skillsets mark them out as experts in their field and leaders of the department in data strategy
  • Strong influencing skills – able to interact with senior managers up to EXCO level, providing insights at the right level that enable fast decisions to be made.
  • Clear prioritisation skills – able to define the strategy, understand the importance of requests, prioritise them on a roadmap and ensure fast paced, timely delivery.
  • Analytical and problem solving skills based on a data driven approach.
  • High level of commercial acumen and a deep understanding of the key drivers of a business, and the ability to develop this skillset in others.
  • Experience working with large complex datasets to derive insight and analysis.
  • Data manipulation and extraction skills are preferred, using some or all of: SQL, Microsoft BI packages (ProClarity, Business Objects) or similar tools, including some skill in data visualisation
  • Ability to take large swathes of information and present it to non-experts in a highly visual format
  • Great attention to detail to execute flawlessly at speed.
  • Strong communication skills
  • Desire to ask questions and learn from some of the best
  • A willingness to challenge and think differently

Education, Qualifications & Experience

  • Relevant degree qualification essential
  • 2-3 years Analysis and insight experience important
  • Formalised training or demonstrable strong experience in SQL preferred
  • eCommerce industry knowledge a plus
  • 2 years team leadership an advantage

We all play to win. But we always remember the playing is every bit as important as the winning. We never forget our responsibilities to consumers and the wider communities we operate in. Paddy Power is an equal opportunity employer and supports workforce diversity.

By submitting your application online, you agree that: your details will be used to progress your application for employment. If your application is successful, your details will be used to administer your personnel record. If your application is unsuccessful, we will retain your details for a period no longer than two years, in order to consider you for prospective Paddy Power roles.