“It feels good to have a career with real purpose.”
We’re looking for a Senior Strategic Planning Analyst to play a key role in shaping how we resource, forecast and deliver customer operations at scale.
You’ll work at the heart of our Planning & Performance function, partnering with senior stakeholders to translate demand, capacity and operational insight into robust workforce plans, forecasting models and strategic business decisions.
This is a high-impact role with visibility across the senior leadership team, where your insight will directly influence how we deliver services to over 1,000 frontline colleagues.
About the role
* Lead capacity and demand planning, building robust workforce and forecasting models
* Translate operational data into accurate forecasts and resource plans
* Support short-, medium- and long-term business planning cycles
* Provide data-led insights to senior stakeholders to influence strategic decisions
* Present forecasts, risks and recommendations to senior leadership
* Contribute to business planning, ensuring alignment with capacity and budget
* Partner with stakeholders across Customer Operations, Finance and wider teams
* Act as a trusted advisor on resourcing, planning and performance
* Identify risks, issues and opportunities, driving solutions and continuous improvement
* Develop MI, dashboards and insights (Power BI) to improve operational performance
About you
* Significant experience in capacity planning, forecasting or workforce management
* Strong background in a contact centre or customer operations environment
* Experience supporting large-scale operations (500+ frontline colleagues)
* Proven track record of working with senior stakeholders and influencing decision-making
* Advanced Excel skills (modelling, analysis, automation)
* Experience using Power BI or similar visualisation tools
* Experience supporting business planning cycles and financial planning inputs
Knowledge of WFM tools (e.g. Verint, NICE, Genesys)
* Experience working in a multi-site or outsourced environment
About Royal London
We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services.
Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.
We've always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance.
Inclusion, diversity and belonging
We’re an inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.
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