Customer Operational Intelligence Manager

About the role

Customer Operational Intelligence Manager

Permanent, Full Time

£44,605 to £52,476 per annum

Location: Chelmsford*

Closing Date: 13th July 2026

*Please note this is a hybrid-working role, with a requirement to work in the Chelmsford office one day per week on average, depending on business need.

The Customer Operational Intelligence Manager is a pivotal leadership role within Customer Services, responsible for shaping the future of customer intelligence, insight and performance.

Leading a team of intelligence professionals, the postholder will transform customer, operational and performance data into meaningful intelligence that drives strategic decision-making, service improvement and exceptional customer outcomes. Working closely with senior leaders across Customer Services, they will provide the insight, challenge and foresight needed to anticipate demand, identify opportunities, mitigate risks and inform transformational change.

This is an exciting opportunity for an ambitious and forward-thinking leader who is passionate about the power of data, insight and evidence to improve services. The successful candidate will combine strong leadership and stakeholder engagement skills with technical credibility, enabling them to inspire teams, influence decision-makers and drive the continued development of a modern, high-performing intelligence function

Accountabilities

Lead and develop a high-performing Customer Intelligence function, creating a culture of curiosity, innovation, continuous improvement and customer focus.
Develop the strategic vision for customer intelligence, ensuring insight and evidence are embedded within operational and strategic decision-making.
Provide senior leaders with robust intelligence, insight, forecasting and performance information that informs service planning, resource allocation and transformation activity.
Translate complex customer, operational and performance data into compelling narratives, actionable recommendations and opportunities for improvement.
Act as a trusted advisor to senior stakeholders, influencing decision-making through evidence-based challenge and insight.
Drive the adoption of modern analytical approaches, reporting technologies and data visualisation techniques to improve efficiency, accessibility and impact.
Lead cross-functional improvement initiatives, using intelligence and evidence to identify opportunities to enhance customer experience, efficiency and service performance.
Build analytical capability across Customer Services, promoting a culture where data, evidence and insight are used confidently at all levels.
Develop strong relationships across the organisation and with external partners to ensure intelligence is used effectively to improve outcomes for residents.
Inspire, coach and develop team members, creating a high-performing environment where people are empowered to innovate and grow

Skills, Knowledge and Experience

Demonstrable experience of leading and developing analytical, intelligence, insight or business intelligence functions.
Strong leadership skills with a proven ability to motivate teams, develop capability and create a high-performance culture.
Experience of working with senior leaders and influencing strategic decision-making through evidence, insight and constructive challenge.
Strong stakeholder management skills, with the ability to build credibility, establish trusted relationships and work effectively across complex organisations.
Significant experience of translating complex operational, customer and performance data into actionable insight and recommendations.
Strong technical understanding of business intelligence, reporting and data visualisation tools, including experience of modern analytical platforms such as Power BI.
Experience of identifying opportunities for innovation, service improvement and organisational change through the effective use of data and intelligence.
Excellent communication skills with the ability to present complex information clearly to both technical and non-technical audiences.

Desirable

Experience of forecasting, operational planning and performance management within a customer-focused environment.
Knowledge of local government, public sector delivery or politically led organisations.
Experience of data automation, advanced analytics or emerging technologies, including AI-enabled insight generation.
Experience leading cross-functional programmes, service improvement initiatives or transformation activity.

Why Essex?

As one of the largest and most dynamic UK local authorities, Essex offers a stimulating public service environment. Covering over 1,420 square miles and serving 1.8 million residents, we’re committed to transformational change and delivering better quality at lower cost. Recognised in the top three of the latest IMPOWER index for productivity, we ensure everyone matters in Everyone's Essex. With flexible working options and a focus on innovation, whether you are looking to develop your career or contribute to the local community, Essex is the ideal place for you.

In March 2026, the Government announced that councils in Greater Essex will be reorganised into five new unitary authorities from April 2028. In addition to this, Greater Essex has been accepted on to the devolution priority programme, where we will work towards establishing a Mayoral Combined County Authority. You can read more about these changes, and what this may mean for this role, on our careers site: devolution and local government reorganisation (LGR).

Essex County Council is proud to be a Disability Confident Leader. We’re committed to interview all disabled applicants who choose to apply under our Job Interview Scheme if they meet the minimum requirements of the job. Please speak to our Recruiters if you require any reasonable adjustments during the process. We’re also committed to interview all veterans and care leavers, who meet the minimum requirements of the role for which they are applying.

Once you’ve secured your role within Essex County Council you will receive many great employee benefits, including support for unpaid carers and flexible working arrangements to accommodate their needs.

At Essex County Council, we value integrity and ethical behaviour. We kindly ask that you embrace our code of conduct and the Nolan principles, including throughout the recruitment process. Your commitment to these standards helps us maintain a positive and respectful workplace for everyone.

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

If you would like to be kept up to date on other relevant opportunities, blogs, news, events and industry related news at Essex County Council, please join The Essex Talent Community

If you have queries on this role or require anything further, please email resourcing.team@essex.gov.uk

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