Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.

Collinson is the operator of Priority Pass, the world’s original and leading airport experiences programme. Travellers can access a network of 1,500+ lounges and travel experiences, including dining, retail, sleep and spa, in over 650 airports in 148 countries, helping to elevate the journey into something special. We work with the world’s leading payment networks, over 1,400 banks, 90 airlines and 20 hotel groups worldwide.

We have been bringing innovation to the market since inception – from launching the first independent global VIP lounge access Programme, Priority Pass to being the first to sell direct travel insurance in the UK through Columbus Direct and creating the first loyalty agency of its kind in the travel sector with ICLP. Today we still invest heavily in innovation to ensure that we continue to deliver superior customer experiences.

Key clients include Mastercard, American Express, Cathay Pacific, British Airways, LATAM, Flying Blue, Accor, EasyJet, HSBC, Chase, HDFC.

Our mission is focused on doing good beyond profit, which for us means we seek out opportunities for our people to share in our success and that we give back to the communities and people within which we work.

Never short of ambition, the success of our business is delivered through the diverse and talented team of over 2,200 global colleagues.

Purpose of the job

This role is fully dedicated to the success of the Insurance service organisations, including claims and assistance operations, technical claims, QA, network and supply chain, fraud, and recoveries. In doing so, the role supports key decisions every day to help drive efficiency and effectiveness across all these activities.

Furthermore, the role works with other functions across the Insurance organisation, including underwriting, actuarial and finance, helping them with key data and insights on the service organisations performance, and with data to support the insurer. This may include supporting new business activities and modelling.

With a sound understanding of contact centre, claims and assistance operations, supply chain and payments, and the importance of data on servicing to an Insurance organisation this is a hands-on role, that understands the intricacies and details of the data within this realm, and has the technical expertise to source, manage and present the data for consumption across the Insurance organisation.

This role will also be supporting the workforce management and reporting requirements including workforce management planning. Additionally, the development of data, building reports (SSRS, SQL, PowerBI and MS Excel) and developing new data insights and outputs to support the Insurance servicing organisations.

Critically, this role supports the operational reporting function, providing day-to-day analysis, reporting and insights.

Key responsibilities:

Support the sourcing of all data needed to support the servicing organisations (CISEL, CISL etc)

Manage all data appropriately, including granularity, retention, access, measures, dimensions, and uses. Coordinate with the data squad, to ensure they provide the data engineering to support the roadmap.

Support a culture of continuous improvement, efficiency and effectiveness and work to help minimise areas of technical and operational debt (as relates to operational reporting and decision support). Support ways to deliver automation efficiencies.

Design, build, deliver and maintain a suite of reports, dashboards, data extracts etc on a frequent basis (e.g. Daily, Weekly, forecast plan)

Work closely with operational owners to understand existing and future workforce capacity, performance, and outcome metrics, including voice, claims, assistance, complaints, and QA data. Build and maintain reporting to track status and inform decisioning and workforce optimisation across all locations and channels, including tracking all pipeline hiring.

Enhance reporting to include predictive analytics, focused on KPIs and key ratios to inform and support proactive decisioning. Support the use of advanced tools for dashboards and insights, including PowerBI.

Support the roll-out of new reporting features to customers and communicate updates with stakeholders.

Utilise contact centre (voice and workforce) data from AWS Connect and other sources, taking advantage of cloud tools where possible including emerging machine learning and artificial intelligence capabilities.

Support budgeting, forecasting, reforecasting, and client reporting needs for the operational reporting domain.

Support the expertise for operational reporting for the Insurance organisation, and feed into the decision-making process.

Liaise closely with other stakeholders such as finance and underwriting. Support a highly collaborative, engaging, and inclusive working practice and culture.

Coordinate stakeholder relationships, establishing and meeting of stakeholder objectives up to and including Executive Board level.

Contribute to regular team meetings to ensure the correct tasks are being worked and share key decisions required, risks identified and highlight any issues encountered.

Knowledge, skills and experience required

• Strong knowledge and skills associated with data on Insurance systems, telephony platforms (esp AWS Connect), Microsoft SQL Server, Microsoft SSRS/SSIS/SSAS, Advanced Excel, PowerBI skills.

• Knowledge of SQL Server to store and manage operational data from various systems across the Insurance organisation. Able to build data structures, but to then build advanced data queries using SQL and other toolsets e.g. python.

• Sound understanding of contact centre processes and the ability to apply this knowledge to produce high quality reports for senior management.

• Knowledge of workforce capacity and performance planning and reporting.

• Analytics expertise for operational service functions.

• Knowledge of Insurance operations, technical claims and network areas, and the processes and data, KPIs and dimensions that support their performance tracking.

• Understanding regarding data management and governance

• Sound stakeholder engagement skills, willing to develop and delight stakeholders.

• Self-motivated, able to use initiative to solve problems and improve work processes.

• Ability to ensure detail is taken care or, accuracy, reliability is built in, with a quality ethos, ensuring that live data reported has been and continues to be correct.

• Proactive and engaging, able to stay calm and focussed.

• Willingness to invest in own development, seeking out enhanced ways of working, new tools or capabilities, to stay abreast with industry, company and market trends.

• Sound written and verbal communication skills, with ability to regularly engage with and present to internal teams, and external parties as needed.

• Collaborative, partnering approach able to work closely with stakeholders.

• Ability to work effectively with other functions, groups and other management teams including on a global, virtual basis.

• Comfortable working on their own initiative to support the whole team in achieving success.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.

In your application, please feel free to note which pronouns you use (For example - she/her/hers, he/him/his, they/them/theirs, etc).