Operations Executive


Job Number: 3941

Location: Acton Support Centre (123)

Contract: Full Time / Permanent


Insurance Implementation Lead

City: London


The Group Services Function is looking for an Implementations Lead to support the delivery of strategic or tactical, cross-functional improvement plans for the success of our business. The key focus for this role will be to support a strategic programme of Insurance optimisation improving systems, customer journeys, and standardising operational processes across all channels.


This role will support all of the Insurance operations functions and is required to drive tangible improvements in the operational processes,  Insurance systems, projects across all channels to ensure customer experience and operational processes across all touch points of the Insurance life cycle. The role will review and identify areas of improvements across all sales and services channels.

You will:


  • Use operational data, customer satisfaction, and other KPIs, conduct regular trend analysis and identify areas of improvement

  • Take a proactive approach to identifying and understanding trends and key drivers in regards to non-compliant in operational processes across all sales and service channels

  • Design supporting operational scorecards and chair weekly continuous improvement sessions with wider operations team

  • Conduct Root Cause Analysis and proactively identify operational improvement opportunities that deliver customer satisfaction, enhanced compliance, cost reduction and revenue growth

  • Liaise with IT support team to help fix day to day systems issues

You will need:


  • Experience of customer feedback analysis/ Root Cause Analysis

  • Previous experience in a role with Data analysis and competency in statistical analysis

  • Experience of managing projects and tasks to time

  • Superior MS Excel and MS Office skills

  • A passion for being the customer champion

  • To be self-motivated and able to work with minimal supervision


As well as a great salary, we offer competitive benefits including a pension, 4 weeks’ holiday, store discount and access to a range of subsidised offers.

Dixons Carphone group is Retail Week’s 2016 Retailer of the Year and Europe’s largest specialist electrical, telecommunications and services retailer. And Team Knowhow is here to keep all that important tech working. Why? Because we want to offer our customers the whole package. Every year there are 8.5 million technology repairs in the U.K. Add this to our £10bn in annual sales, and you can see why it makes sense to be part of the bigger technology lifecycle. We’re aiming to reach even more customers, connect many more wires and create a service that the nation will love.