Operational Insight Lead

Job Description

We believe in better. And we make it happen. Better content. Better products. And better careers. Working in Tech, Product or Data at [Employer hidden] is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to [Employer hidden] Glass, we never stand still. We optimise and innovate. We turn big ideas into the products, content and services millions of people love. And we do it all right here at [Employer hidden]. The Operational Insight Lead is a key role with accountability for operational measurement trend analysis and reporting. They set the strategy and apply the governance that ensures operational signals are captured, analysed and turned into action. The role provides a single, objective view of operational performance across Playout and Live Content Operations. The role exists to ensure leaders, managers and delivery teams are working from the same set of trusted facts when making decisions about service quality, efficiency, resilience and operational readiness. The role works at the intersection of operations, technology and improvement. It partners closely with operational leaders and internal customers to understand how the operation is expected to perform, what outcomes matter most, and where clarity is required. From this, the role helps define what must be measured, agrees clear and consistent definitions, and ensures measures are accurate, comparable and meaningful in day‑to‑day decision making. The Operational Insight Lead turns complex operational data into a small number of simple, trusted dashboards, scorecards and review artefacts that are easy to understand and use across different disciplines. These artefacts are designed to surface trends, highlight emerging risks or degradation, and make exceptions visible early so action can be taken at the right level and with the right urgency. A key aspect of the role is providing concise, unbiased narrative alongside the data. This narrative explains what has changed, why it matters operationally, and where attention or action is needed. The emphasis is on supporting calm, evidence‑led discussions and avoiding noise, speculation or competing versions of the truth. The role is independent by design. It does not set strategy or make operational decisions, nor does it own delivery outcomes. Instead, it provides a reliable and consistent evidence base that enables data‑driven decision making, constructive challenge and clear accountability across the operation. By improving the clarity, consistency and trust in operational measurement, the Operational Insight Lead supports learning, continuous improvement and more effective handover from change into live operation, helping Playout and Live Content Operations operate with greater confidence under pressure.

What you'll do

• Partner with Playout, Platform Control, Live Content Operations, internal customers and external partners to define and maintain operational measures that indicate service quality, efficiency, reliability and readiness
• Own the design and maintenance of the single service scorecard and definitions so one set of numbers is trusted across CT&I and Operations; maintain a balanced view of quality, experience and efficiency
• Publish concise narrative reporting that quantifies customer, operator and cost impact and drives decision and action
• Promote consistent data definitions and alignment across systems and teams
• Monitor data quality and work with teams to improve accuracy and completeness
• Track operational snags from project handovers; report progress and recurring themes
• Run the operational review cadence and track agreed actions to closure
• Maintain the problem and known-error backlog; link tickets to incidents, RCAs and changes so learning is captured and prevents recurrence

Ways of Working

• Provide clear, unbiased truth and create belief in the path to improvement
• Evidence-led, objective and independent
• Collaborate across Playout Operations, Live Content Operations, Group Playout Capability Management, Technology and Workforce Management while maintaining independence of measurement
• Work closely with the Operational Analysis team to improve ticket quality, information capture and analytical practices; no direct line reports initially with a possibility of shaping a small specialist team as the function scales
• Communicate with simplicity; turn data into stories that drive action; champion a lean mindset that removes waste and focuses improvement where it matters most

What you'll bring

Essential

• Significant experience in a high-reliability broadcast or media environment
• Proven experience running operational reviews and representing the voice of the customer, balancing experience metrics with service and efficiency outcomes
• Demonstrated delivery of trusted dashboards and scorecards that drive leadership action
• Strong analytical skills to define clear measures, interpret trends and quantify benefits; excellent narrative communication that turns data into action
• Experience designing measurement frameworks and balanced scorecards covering quality, experience and efficiency
• Experience tracking snags from change or project handovers into operations
• Experience mentoring analysts or dotted-line communities of practice to improve ticketing and analysis standards
• Ability to influence senior stakeholders and facilitate challenging conversations with clarity and empathy

Desirable

• Exposure to continuous improvement (eg Six Sigma or Kaizen), service reliability or safety disciplines

The rewards

• [Employer hidden] Q, for the TV you love all in one place
• The magic of [Employer hidden] Glass at an exclusive rate
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• A wide range of [Employer hidden] VIP rewards and experiences

Inclusion & how you'll work

We are a Disability Confident Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can. We’ve embraced hybrid working and split our time between unique office spaces and the convenience of working from home. For this role we offer the hybrid working approach with 3 days a week onsite in Osterley campus.