Job Overview
Experian is looking for an experienced and strategic Head of Resource Planning, Forecasting & MI to lead end‑to‑end operational planning, forecasting, capacity management and management information capability. The role is central to enabling data‑driven decision‑making across ECS servicing, ensuring the business has the insight, models and plans needed to deliver strong customer outcomes, effective service levels and cost efficiency. The Hybrid, Nottingham‑based position (40% in office) reports to the Director of Customer Service Operations.
Responsibilities
- Lead end‑to‑end forecasting, demand planning, capacity planning, scheduling and operational planning across multiple business areas and locations.
- Develop, own and continuously improve forecasting and sensitivity models that support service levels, resource planning, cost control and regulatory compliance.
- Produce short, medium and long‑range forecasts and resourcing roadmaps to support business planning, budgeting and recruitment decisions.
- Lead the MI and reporting capability, partnering with operational, product and transformation teams to deliver scalable, insight‑led reporting for a variety of audiences including executives and regulators.
- Lead scenario modelling and impact analysis relating to product, CRM, digital and operational changes, quantifying likely effects on contact demand, cost and resource requirements.
- Independently challenge and validate assumptions, business cases and claimed transformation benefits, ensuring outcomes are evidence‑based and measurable.
- Identify operational risks linked to forecast accuracy, service performance and demand changes, and take proactive action to minimise impact.
- Establish effective governance, planning forums, policies, processes and standards to support consistent and high‑quality decision‑making.
Qualifications
- Previous team leadership experience focused on forecasting, resource planning, capacity planning and management information within a complex operational environment.
- Strong understanding of MI, analytics and reporting, with experience turning data into clear, actionable business insight for a variety of audiences.
- Experience building and improving forecasting or sensitivity‑based planning models in multi‑channel, multi‑site operations.
- Experience using data and insight to influence senior stakeholders and shape strategic decisions.
- Confidence in challenging assumptions, validating benefits and embedding a culture of continuous improvement.
- Experience within a contact centre or service‑led operational environment.
Benefits
- Great compensation package and discretionary bonus plan.
- Core benefits include pension, Bupa healthcare, ShareSave scheme and more.
- 25 days annual leave with 8 bank holidays and 3 volunteering days (additional leave may be purchased).
Equal Opportunity
Experian is proud to be an Equal Opportunity and Affluent Action employer. Innovation is an important part of Experian’s DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
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