Community Insights and Reporting Lead

About The Company Standing on Giants is the world's first agency for businesses that want to build a brand-owned, online community. We empower businesses to build thriving online communities that put their customers at the centre of everything they do. Born from the team that created the revolutionary community-led model at mobile disruptor giffgaff, Standing on Giants now works with leading businesses like Tesco Bank and Utilita, helping them launch successful communities that deliver real results. We are Khoros Kudos award-winners in 2020, recognising our work as Best-In-Class. We are proud to be the first online community company to attain B Corp Certification, meaning we ascribe to the highest standards of environmental and social responsibility. As a company, our vision is a world where business works for the benefit of people and planet, not just profit, powered by trusting and collaborative communities. As a result, it's important that we take active steps towards this every day in our work. Our people are, therefore, of central importance. We have a range of employee benefits to enable you to do your job to the best of your ability and we pride ourselves on our supportive, open environment and shared efforts to keep our working practices as sustainable as possible. About The Role This role is directly focused on working with our client in which you will interface with their team on a daily basis. As Community Insights and Reporting Lead, you will play a pivotal role in elevating the company's understanding of host experiences by, analysing, and delivering insightful reports on both a recurring and ad hoc basis. You will focus on identifying and summarising host opinions across new features and policy changes, while staying attuned to ongoing discussions across multiple community channels. This role requires a deep belief in the power of communities, as well as the ability to handle multiple projects and deadlines simultaneously. You will thrive in a fast-paced, deadline-driven environment where precision, collaboration, and leadership are key. You'll be expected to get into the detail —actively engaging with the feedback, guiding your team, and driving insights from both qualitative and quantitative information. If you're passionate about community engagement, data-driven decision-making, and leading a team to deliver meaningful insights, this is the perfect role for you. Responsibilities Insights Reporting

• Lead the development and execution of recurring and ad hoc insights reports, transforming complex qualitative data into clear, actionable, and strategic insights that drive business decisions.
• Track and analyse community feedback, identifying key trends, sentiments, and recurring themes across various channels and touchpoints.
• Provide deep analysis of community data, pulling together both qualitative and quantitative insights to form a comprehensive understanding of host and guest experiences.
• Monitor and synthesise community sentiment in response to new features, policy changes, and other developments, ensuring that feedback is accurately captured and communicated
• Collaborate cross-functionally to ensure that insights reporting aligns with broader business objectives and is actionable across departments
• Develop a consistent, structured approach to insights reporting that can scale over time and ensure clarity across all stakeholders.
• Provide operational data and insights support to teams across the business, driving decisions with timely, relevant information.
• Leverage AI tools and advanced analytics to deepen insights and improve the efficiency of reporting processes.

Program Management

• Manage multiple insights deliverables simultaneously, ensuring that all deliverables are met on time, with high accuracy and attention to detail.
• Excel in high-pressure situations, maintaining a strong focus on delivering quality results while adhering to deadlines.
• Adapt and prioritise tasks effectively in response to shifting deadlines and business needs, ensuring efficient use of resources and seamless project execution.
• Demonstrate flexibility and problem-solving skills, ensuring smooth project flow even when faced with changing requirements or unexpected challenges

Community Team Management

• Lead a team of analysts and specialists across time zones (BST and PST), ensuring effective communication, coordination, and task allocation.
• Inspire and guide your team to consistently meet performance expectations, while fostering an environment of collaboration, accountability, and personal development
• Set clear standards and expectations, coaching team members to achieve their best work, providing regular feedback through 1:1s, and promoting continuous learning.
• Motivate your team under time pressure, helping them manage workloads and prioritise tasks effectively.

Client Relationship Management

• Maintain regular communication with client stakeholders, ensuring that insights and reports are aligned with business goals and provide actionable recommendations.
• Collaborate with stakeholders to ensure the strategy for insights and reporting evolves to meet changing business priorities.
• Proactively surface key insights and opportunities to drive product and policy decisions, ensuring that the client's needs are consistently met

Requirements

• Proven experience leading programs and teams, including managing remote teams across multiple time zones.
• Expertise in insights reporting, synthesising both qualitative and quantitative data into meaningful, actionable reports.
• Ability to manage and prioritise multiple projects in a fast-paced, deadline-driven environment while maintaining high standards of work.
• Passion for communities and understanding the nuances of community feedback, with a genuine interest in shaping business decisions based on user insights.
• Fluent in English, with exceptional written and verbal communication skills.
• Strong attention to detail, ensuring that all reports are clear, accurate, and actionable
• Proficiency with data analysis tools and ability to leverage tools for deeper insights and efficiencies in reporting.
• Familiarity with social media listening tools for tracking community sentiment.
• Ability to adapt quickly to new tools and software, with a technical mindset that embraces new technologies.
• Experience with impact tracking and deep data analysis, extracting valuable insights from complex data sets

Desired Skills & Experience

• Fluency in a second European language is a plus
• Familiarity with sentiment analysis and listening tools such as Sprinklr, along with other analytics platforms, to effectively track and analyse community feedback and sentiment.
• Experience with data manipulation tools and more advanced analysis.
• A strong interest in online communities and the strategies that drive engagement and feedback
• Reliable and consistently meet deadlines, delivering high-quality work with attention to detail
• Hands-on and proactive, willing to dive into data and lead by example, ensuring the team meets its objectives

We are an Equal Opportunities employer, we do not discriminate against any employee or applicant because of race, colour, religion, national origin, sex, physical or mental disability, or age. We are committed to creating a diverse and inclusive working environment. Due to the high number of applications, we are only able to contact successful applicants. Please note that successful applicants will be subject to criminal and financial background checks as part of our onboarding process.