Reporting and Insights Manager

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Key Information

Job Title: Reporting and Insights Manager

Job Type: (Permanent)

Business Area: Business Development, Contact Centre Operations

Pay: Band 3 – c £59,000 per annum

Work: Hybrid – 50% at Endeavour Square, 50% from home

Application Closing Date: Wednesday 21st January 2026 @ 23:59

Do you have a passion for turning data into actionable insights? Can you lead a team to deliver high-quality reporting that drives strategic decisions? Are you curious, innovative, and committed to improving customer experience?

If you’ve answered ‘yes’, then we’re looking for someone just like you to join Contact Centre Operations (CCO) as our Reporting and Insights Manager!

With over three million customer contacts every year, CCO exists to care for our customers. We play a vital role in delivering the Mayor’s Transport Strategy by ensuring a ‘Good Public Transport Experience’ - we resolve queries, reunite lost property, provide face-to-face support in our Visitor Centres, and ensure safety issues are addressed promptly. Behind the scenes, we rely on accurate, timely, and insightful data to make this happen—and that’s where you come in.

As Reporting and Insights Manager, you’ll lead a team of up to seven analysts and administrators to deliver strategic insight and performance intelligence that informs decision-making at the highest levels. Your work will shape service design, embed the voice of the customer across TfL, and drive continuous improvement in our operations.

What you’ll be doing:

• Leading the Reporting & Insights team to deliver high-quality dashboards, Management Information, and performance reports that influence decisions up to Executive Committee level.
• Producing high-quality interpretation, commentary and insights of performance and customer trends
• Driving transformation of reporting tools and processes, reducing reliance on manual Excel reports and introducing innovative, automated solutions.
• Providing proactive customer-centric insights from queries, complaints, and feedback to inform TfL’s short- and long-term strategies.
• Building strong business partnering capability within your team to ensure insights actively shape operational and strategic initiatives and actively manage your key stakeholders.
• Championing data governance and ethical data use while ensuring compliance with GDPR.
• Developing and mentoring your team to foster a culture of curiosity, collaboration, and continuous learning.

A Day in the Life of the Reporting and Insights Manager

No two days are the same in the Reporting and Insights team. One morning, you might be reviewing dashboards and preparing a performance report for the CCO Senior Management Team, ensuring it tells a clear story about customer satisfaction and operational efficiency. Later, you could be meeting with stakeholders to discuss insights from complaint trends and how they can inform service improvements.

You might spend part of your day leading your team through a transformation project—introducing new reporting tools to automate processes and reduce risk. In the afternoon, you could be collaborating with TfL’s data community to explore innovative analytics methods or presenting findings to influence strategic decisions at ExCo level. Throughout it all, you’ll be mentoring your team, prioritising workloads, and ensuring every output meets the highest standards of accuracy and impact.

What we’re looking for (E=Essential):

• Strong leadership skills with experience building high-performing analytical teams (E)
• Expert understanding of performance reporting frameworks, KPI design, and operational dashboards in a complex, customer-facing environment (E)
• Proficiency in business intelligence tools, particularly Power BI and advanced Excel and experience of automating manual reporting processes, particularly using the Power Apps suite (E)
• Technical proficiency in VBA, DAX and M languages and using Data Bricks (E)
• Ability to translate complex data into clear, actionable insights that drive decision-making (E)
• Excellent stakeholder engagement and communication skills, with the confidence to influence senior leaders (E)

This is a role for someone who thrives on making data meaningful and impactful. If you’re ready to lead a team that turns numbers into stories and insights into action, we’d love to hear from you.

Equality, diversity, and inclusion

We are committed to equality, diversity, and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair. 

Application Process 

• Please apply using a max 2 page CV and a max 2 page cover letter.  Word format preferred and do not include any photographs or images. 

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.   

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow.  Rewards vary according to the level of role but mostly include the below:
 

• Final salary pension scheme 
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel
   

Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4 week period. Hybrid working arrangements can evolve subject to business requirements. 

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.