Role OVO-View

Team: Performance and Insight

Salary banding: £60,630 - £94,580

Experience: Mid-level/Expert

Working pattern:Full-Time

Reporting to: Head of Performance and Insight

Sponsorship: Unfortunately we are unable to offer sponsorship for this role.

This role in 3 words: Workflow, Failure reduction, Value creation

Top 3 qualities for this role: End-to-end, Strategic, Influencer

Where you’ll work:

At OVO, we understand that a one size fits all approach doesn’t work for everyone. That’s why we created the OVO Way of Flexibility.

All our roles are hub based (Bristol, Glasgow or London), providing a dedicated space for collaboration, connection and teamwork. You’ll also have the flexibility to work from home.

Everyone belongs at OVO

At OVO, we are on a mission to solve one of humanity's biggest challenges, the climate crisis. And we know it takes all of us to change the world. That's why we need diverse people from all abilities, gender identities, ethnicities, ages, sexual orientations, life experiences and backgrounds to join us.

Teamworking for the planet

Everything we do here spins around Plan Zero. So, naturally, the team you’ll be joining plays a gigantic role in making that happen. Here’s how:

• The Performance and Insight team exists to provide greater understanding of our operational performance, improve the accuracy and accessibility of data, and adapt quickly to our changing operational and technical environment. We handle complex and challenging issues and projects, embed a culture of continuous improvement, and enable the business’ strategic transformation.
• Through great Data Governance -we make it easier to find and understand our performance data by implementing great data governance ensuring that data is managed systematically so it can be used efficiently, securely, and is accessible to those who need it.
• We ensure easier to understand performance data - we create simple to understand MI against a set of visual standards, we work with each part of our business to educate our teams on how to spend the least amount of time finding the data vs investing their time in making the right decisions based on what the data tell us
• Understanding the work - we have a complex business and we architect MI to bring to light how we perform end-to-end showing what are the key drivers of work and where bottlenecks exist in the system.
• Innovation and collaboration - as well as making sure we create the best MI today we are looking forward to tomorrow to look at new ways to automate our reporting and embed AI as a way to help our stakeholders identify where their focus should be

We’re hiring world class change leaders. Each role that we are hiring plays their own part in our mission; our role is to become the best in class energy provider, creating effortless customer experience built on trust and getting things right, first time. We do this through finding and working on the problems that matter most to our customers and employees.

This role in a nutshell:

You’ll be driving our insight into understanding how the work flows through Operations while providing insight to describe how that work flows, designing the MI systems to allow us to see where the work is and how efficient we are processing it, and partnering with our resource teams to produce the right data model to forecast end-to-end workflows.

This is an extremely exciting opportunity to work across a major, progressive utilities business building up a network of allies to connect our Operations teams together to understand the failure and bottlenecks that drives customer dissatisfaction. You'll implement new KPIs to help us focus on the most important leading indicators that we need to drive improvement on.

Your key outcomes will be:

• Architect and maintain the Workflow Performance MI for cases and complaints working with stakeholders to identify critical KPIs
• Understand the key workflow processes and identify the leading performance indicators that drive cases and complaints
• Understand and describe the overall performance of our cases and complaints workflow on a daily, weekly, monthly basis reflecting customer and operational view
• Create and maintain the overall narrative of improvement needed across functions to improve workflow with associated benefits
• Partner with Product to ensure the right dataflows exist to understand our performance
• Create the overall strategy for how we create insight for our leaders to understand our performance and where our priorities should be
• Analysis across cross-function to understand the demand drivers into Front Office, Back office and Complaints 
• Design descriptive and diagnostic analytics delivered through MI that enables Operations to understand what has happened and where end-to-end that demand has come from
• Explore opportunities for improvement that connect multiple functions with Ops
• Collect, process and analyse data to answer specific enterprise wide questions
• Descriptive and diagnostic analytics, aimed at understanding what has happened and why end-to-end
• Explore opportunities for improvement that connect multiple functions with Ops
• Influence functional stakeholders to understand the opportunities to drive improvements to operational efficiency and customer experience through improved workflow
• Quantify the improvement benefit of end-to-end workflow efficiencies

You’ll be a successful in this role here at OVO if you…

• Are comfortable understanding complex datasets and putting together connected views of Operation’ workflow whether designing MI systems that allow different parts of Operations to work in one workflow or providing quick responses to answer insight questions on end-to-end workflow performance
• Driving out failure demand - Proactively performing analysis cross-functionally to understand demand drivers into our major functions within Operations
• Love solving complex data problems and making a difference through collaboration. Enable effective workflow with case, backlog and complaint management MI that identifies bottlenecks and shows the true picture of the customers, Enable cross-functional campaigns to bring together and standardise functional datasets to present end-to-end performance.
• Enjoy influencing senior stakeholders to drive improvements based on data insight within our business. Partner with cross functional groups to support the necessary improvements to solve issues, create value, maximise growth, and improve business performance.

Let’s talk about what’s in it for you

We’ll pay you between £60,630 and £94,580, depending on your specific skills and experience. If your expectations are a little different, have a chat with us!

We keep our pay ranges broad on purpose to give us, and you, flexibility to match your experience to our zero carbon mission.

You’ll be eligible for an on-target bonus of 15%. We have one OVO bonus plan that focuses on the collective performance of our people to deliver our Plan Zero goal. 

We also offer plenty of green benefits and progressive policies to help you feel like you belong at OVO…and there’s flex pay. We'll give you 9% Flex Pay on top of your salary – 4% of this is auto enrolled into your pension, and the remaining 5% is yours to do what you like with. You can use this to buy from our extensive range of flexible benefits, including our green benefits which we've put at the heart of our offering, add to your pension or even take it as cash.

Here’s a taster of what’s on offer: 

For starters, you’ll get 34 days of holiday (including bank holidays). For your healthWith benefits like a healthcare cash plan or private medical insurance depending on your career level, critical illness cover, life assurance, health assessments, and moreFor your wellbeingWith gym membership, travel insurance, workplace ISA, will writing services, dental insurance, and more For your lifestyle With extra holiday buying, discount dining, home & tech loans, and supporting your favourite charities with give-as-you-earn donationsFor your home  Get up to £400 towards any OVO Energy plan, plus great discounts on solar, smart thermostats and EV chargersFor your commute Nab a great deal on ultra-low emission car leasing, plus our cycle to work scheme and public transport season ticket loans Want to hear about our full range of flexible benefits and progressive people policies? Our People Team can tell you everything you need to know.

For your Belonging

To find better ways to support our people, we need to listen to each other’s experiences and find ways to build a truly inclusive and diverse workplace. As part of this, we have 8 Belonging Networks at OVO. Led by our people, for our people - so when you join OVO, you can play a part - big or small - with any of the Networks. It's up to you.

Oh, and one last thing...

We’d be thrilled if you tick off all our boxes, yet we also believe it’s just as important we tick off all of yours. And if you think you have most of what we’re looking for but not every single thing, go ahead and hit apply. We’d still love to hear from you!

If you have any additional requirements, there’s a space to let us know on the application form; we want to make the process as easy and comfortable for you as possible..