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Optimisation Strategy Manager

Job type:



£50,000 - £60,000 (dependant on experience), £5,100 car allowance, bonus and benefits

Location: Staines or Manchester


The Optimisation Strategy Manager will develop, manage and monitor strategic interventions to transform Customer Operations performance metrics.

The Role

  • Ensure that the objective of every strategic intervention is to improve customer outcomes
  • Work closely with Optimisation and Customer Operations colleagues to drive operational excellence
  • Develop short, medium, long-term strategic interventions and plans across UK Home and Business
  • Work closely with areas to understand the size and scope of any issues in Customer Operations
  • Work closely with Analytics and Insight in Customer operations, Field Operations, UK Home/UK Business to ensure data-led strategic decisions
  • Support the Optimisation team and other Customer Operations teams to articulate and monitor the overall Customer Operations strategy
  • Ensure strategy reporting requirements are met in line with agreed standards
  • Work with Conduct to explore the nature of the issues
  • Work with Continuous Improvement to ensure that learning is built into the business
  • Work with all relevant stakeholders to ensure interventions are made and improvements are embedded
  • Monitor for reduction in complaints in this area
  • Ensure the Competence and Training framework policy and procedures are adhered to in order that each team member attains and maintains the required level of competency to perform their role
  • Lead, motivate, manage, coach and develop the team to optimise performance
  • Motivate colleagues to give feedback and ideas for continuous improvement

The Person


  • Ability to prioritise, plan, manage and deliver timely and effective analysis and reporting
  • Understanding of operating within a Financial Conduct Authority regulated environment to ensure fair outcomes for customers
  • Commercial acumen
  • Organisation and analytical ability
  • Detailed understanding of the commercial aims and objectives of British Gas, the external market place, Centrica and our customers
  • Excellent communication, influencing, negotiating and stakeholder management
  • Leadership skills, ensuring that individuals build capability & skills to fulfil their roles, recognising and rewarding performance appropriately
  • Understanding of our internal customers and find cost effective and consistent ways to meet their needs
  • Benefits tracking, ensuring that the agreed objectives and the actual outcomes are achieved and understood, and that lessons from experience are learned
  • Focus on results and desired outcomes and how best to achieve them
  • Ability to remain focused, composed, and optimistic in difficult situations and bounces back from failures or disappointments
  • Ability to stand back from the detail to expose new possibilities in a positive way by challenging assumptions and encouraging positive debate
  • Ongoing commitment to learning and self-improvement

Work Experience

  • Previous experience as analyst with responsibility for producing analysis and reports
  • Experience with statistical software tools
  • Leading insight and analysis teams
  • Extensive stakeholder engagement

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