Head of Operations Data Insights & Performance

Head of Operations Data Insights & Performance

Head of Operations Data Insights & Performance

Reporting to the Director of Customer Operations Success you will lead the Data Insights & Performance team which is integral to Customer Operations within the Flutter UKI Division. Your team is dedicated to achieving operational excellence and enhancing customer satisfaction, working closely with the Customer Operations SLT and senior stakeholders bringing all areas of Ops Data together to enable the establishment of strategic objectives, OKRs, and KPIs. Their mission is crucial in informing decisions and fostering improvements across the entire operation.







You will be joining at a time of rapid transformational change as we bring Sky Betting and Gaming together with PaddyPower & Betfair in a true multi brand operating model. Your role will involve assisting in the building of the data platform enabling the alignment of data, reporting and analytics which lead to rich actionable insights.

The Head of Operations Data Insights & Performance plays a vital role in optimising processes and enhancing the customer experience by harnessing the power of data and insights. Through data-driven evidence, they guide decision-making and drive operational excellence. They will lead the Data Insights & Performance department, mentoring the team to develop their skills while advancing their own leadership capabilities. They effectively communicate performance goals verbally and visually to the leadership team and the wider organisation through regular Townhalls, ensuring alignment with divisional values.

Importantly, the Head of Operations Data Insights & Performance cultivates a culture of curiosity, continuous learning, innovation, forward-thinking, and healthy constructive challenge.





They foster a culture of improvement and excellence within the team, contributing to the overall success of the organisation.

What you’ll do

- Ownership of Data-Driven Performance Strategy: Develop and implement a comprehensive performance strategy for customer operations, aligning it with strategic objectives, OKRs, and defining KPIs to drive success.

- Leadership and Mentorship: Lead, coach, and mentor a high-performing team, fostering a culture of data-driven excellence and continuous improvement.

- Data-Driven Decision Making: Utilise performance data and insights to inform decision-making processes across Customer Operations, particularly influencing the Strategy and Transformation team's agenda.

- Finding Opportunities and Recommending Solutions: Leverage data to identify short and long-term opportunities,





recommending innovative, forward-thinking solutions to address customer needs and enhance operational efficiency.

- Subject Matter Expertise: Serve as the primary authority on all Customer Operations performance metrics within the division, using data insights to drive innovation and stay at the forefront of industry best practices

How you’ll do it

- Experience in Data-Driven Performance Roles: Deep experience of delivering exceptional data solutions with industry recognised Data & Analytics certifications enabling exceptional modelling and analytical capabilities. Practical experience with data analytical and visualisation tools (SQL, Python, R, Jira, Looker, Einstein, Verint, Salesforce, LivePerson & Ui Path)

- Leadership & Stakeholder Management:





Proven track record in people management and development. Utilising outstanding influencing skills and excellent stakeholder management to effectively advocate for and implement performance strategies.

- Focus on Customer Service Excellence: Maintain an unwavering focus on delivering best-in-class customer service and experience, ensuring that all initiatives align with customer-centric values.

- Proactive and Outcome Focused: Demonstrate initiative and agility to work at pace within a dynamic organization, ensuring efficient delivery of performance objectives.

- Transformation Project Management: Posses exceptional project management skills to prioritise and implement high-impact continuous improvement transformation projects beginning with your department,





ensuring efficient resource allocation and timely delivery of critical initiatives.

Applications for this position are open in our Malta, London and Leeds offices. Semi-regular travel to our UKI sites will be required.

What’s on offer

- £/€1,000 learning fund
- Twice-yearly bonus (with part of it guaranteed!)
- Unlimited Holiday
- Pension contribution scheme
- Private healthcare
- Hybrid Working
- Access to thousands of Udemy courses
- Invest via the Company Sharesave Scheme

About Flutter UK & Ireland

We are Flutter UK & Ireland, part of the Global FTSE 100 Flutter Entertainment. Our division operates four of the most popular and trusted brands in the market: Sky Betting and Gaming, Tombola, Betfair and Paddy Power.







Together the Flutter UKI brands offer market leading entertainment to millions of customers every single week! Over the last couple of decades, they have all ridden the wave of digital betting with industry firsts like ‘cash-out’, ‘Request a Bet’, betting exchanges and free to play games like Soccer Saturday Super 6.

Working Here

Do you want to work somewhere extraordinary? From the people you spend your days with, to the ground-breaking projects, no two days will be the same.

Our 7,000+ colleagues come together to form a supportive community across technology, product, commercial, data, infrastructure, marketing, and a myriad of subject areas.

And the Values that guide us, here they are:

Customer First, Always | Change The Game | Win Together | Free To Be Me

We’re proud of our 4 Values,





they reflect what matters most to our people and will guide the decisions we make, represent what we believe in and support how we do things at Flutter UK & Ireland.

Find out more about how we co-created our Values with over 10,000+ insights from our people

We’re working to be an inclusive employer, and we encourage people from all backgrounds, ways of thinking and working to apply. Everyone brings different perspectives and experiences; you don't have to meet all the requirements listed to apply for this role.

If you need any adjustments to make this role work for you let us know, and we’ll see how we can accommodate them.