In association with

Forecasting, Planning and Insight Analyst, Skipton

Job Title: Forecasting, Planning and Insight Analyst
Location: The Bailey, Skipton
Salary: £26k - £28k 
Grade: 11
Reports to: Planning and Scheduling Manager

Having reached one million members, our Distribution team contribute to our success by continually delivering exceptional service. We have an opportunity for you to join the Distribution Planning and Strategy team as a Forecasting, Planning and Insight Analyst.

With a keen eye for detail and understanding the ‘why’ as well as the ‘what’, you will be responsible for predicting short and long-term plans using historical data in order to ensure optimum use of resources across the department and ultimately ensuring our customer needs and expectations are met.

Main Responsibilities

A key part of the role is to monitor and analyse forecasts against business volumes, and provide insight into why our customers contact us in order to highlight efficiency opportunities. With a proactive approach, you will provide recommendations to leaders in order to increase their awareness and encourage improvements.

You will have the ability to produce accurate multi-channel forecasts and consider longer term plans and budgets as part of your strategy. How this information is delivered is of equal importance; you will provide insightful commentary to your stakeholders along with highlighting any risks or recommendations.

As part of our Distribution Planning and Strategy Team, you will build strong relationships with a wide range of Stakeholders from across the Society as well as key members of the Planning Team to support improvement opportunities, understand key drivers and business priorities.

Ideal Candidate

With an inquisitive mind and technical aptitude, you will feel comfortable to disseminate large amounts of information and shape this into a detailed plan with clear conclusions.

Using your influencing skills, you will be able to present this information to various stakeholders and be confident to put forward your views and opinions.

Experience in an analytical, statistical or planning role is required, including an understanding of resource planning methods, forecasting techniques and modelling. Adapting to new technologies will come naturally to you so you can ensure the customer journey is of a high standard and you will contribute to regular improvements as our customer base continues to grow.

Purpose:  As a Forecasting, Planning and Insight Analyst you will be responsible for predicting short and long-term plans through the analysis of historical trends, alongside budgetary and company strategy, to meet customer’s needs and expectations and ensure the optimum use of resources across departments concerned. A key part of the role is to monitor and analyse plans and forecasts against business volumes, developing insights into contact reasons and providing regular performance and forecasting reports that highlight variance to plans as well as efficiency opportunities.   You will be proactive in providing insights by analysing data and providing recommendations to Leaders for awareness and improvements.  Building Stakeholder relationships across the Society will be key to the success in this role to ensure you have a clear view of commercial objectives, changes and are influential in the timings of changes and drivers of demand, to minimise impact to Distribution teams. The role holder will support both Distribution and Operations forecasting and planning.

Key Accountabilities: Key Outputs
  • Effectively convert business volumes and assumptions into accurate multi-channel forecasts, leading to accurate resource plans and schedules, consistent with long term forecasts and budgets  
  • Produce short, medium and long term plans primarily focusing on both demand drivers but also supporting the Capacity Planner with Supply drivers and forecasts. Analyse all supply and demand components using appropriate techniques and tools, providing insightful commentary and making and tracking recommendations.
  • Undertake ‘planned vs actual’ analysis and carry out detailed root cause analysis to provide challenge and improve planning accuracy.
  • Lead and contribute in Stakeholder meetings for long, medium and short term planning,
  • Ensure forecasting and planning processes follow best practice and share and learn from others in the planning community.
  • Identify and highlight performance/service risks to Distribution leadership team.  Cascade peak periods and seasonality changes to all management teams affected to ensure forecasts can be met.
  • Support the business by making and driving recommendations on best use of operational resource, operational efficiencies and  opportunities to enhance performance against KPI’s
  • Produce actionable performance MI and insight to support operational focus on key metrics
  • Support, coach and develop less experienced colleagues to aid their development and ensure planning models, methodology and practices are accurate and effective.
  • Work in partnership with other members of the Resource team to deliver service level performance within the areas concerned. 
  • Link in with Business Change team to ensure full impact assessment and understanding of Projects and change against demand drivers.
  • Identify improvement opportunities –  identify improvement opportunities but also support the Business Change team in driving them forward
  • Ensuring forecasts are accurate in order to meet service standards within the confines of external factors and internal limitations. Ensure the optimum use of the resource available and support the production of seasonal recruitment plans.
  • Short, medium and long term forecasts with insights.
  • Analysis of outputs to implement changes to learn and improve.
  • Actionable performance MI with Insight and recommendations.
  • Maximise the planning tools/systems.


Person Specification

No specific qualifications are required for this role but a background of experience in an analytical, statistical or planning role is required.


  • Ability to analyse the accuracy of data that is used to plan resource effectively
  • Ability to disseminate large amounts of information, shape into detailed plans and reports and present conclusions
  • Ability to analyse sizeable data sets, decide and apply appropriate forecasting technique
  • Ability to develop strong internal relationships and interact and influence at all level.  Presenting data, forecast and ideas confidently to a wide range of stakeholders’ is important.  Be confident raising views and opinions.
  • Personally committed to quality, attention to detail, delivery and improvement.
  • Strong organisational, planning and time management skills with the ability to prioritise multiple tasks, working to challenging deadlines



  • Experience in Power Query, VBA, SQL or Power BI
  • Capability to challenge practised methods to ensure most effective use of resource.
  • Ability to adapt to new technology and methods to ensure the customer journey is of a high standard and meets their demands
  • An interest in Strategy, external market trends and the latest planning techniques would be desirable.


  • Good understanding of Contact Centre Key performance metrics
  • Knowledge of ACD solutions and WFM solutions
  • Working knowledge of social media and new developments


At least 2 years in a Forecasting for front office and back offices environment for phone, email and Chat channels role.

To Apply for this role click here



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