Performance and Insights Lead

Salary: £62,000 - 90,000 per year

Requirements:

• Experience in a senior analyst, insight lead or manager-level role within operations, contact centre, workforce management or another high-volume service environment.
• Proven ability to set insight direction and deliver high-impact performance analysis.
• Advanced Excel, data manipulation and performance-modelling capability, with confidence working with large or complex operational datasets.
• Ability to produce executive-ready insight that connects data, root cause, business impact, options and recommended actions.
• Strong stakeholder management and influencing skills, with confidence engaging operational managers, senior leaders and technical teams.
• A high level of attention to detail and a clear commitment to data accuracy.
• Experience coaching, guiding or informally leading analysts or stakeholders to improve analytical quality and confidence.
• A proactive, organised and solution-focused approach, with clear and impactful communication skills.
• Desirable experience with BI and visualisation tools such as Power BI, Tableau or Sigma.
• Working knowledge of SQL or other data-querying tools.
• Understanding of workforce management and operational performance metrics.
• Experience supporting change initiatives through data and analysis.

Responsibilities:

• Lead the design and delivery of trusted, scalable management information and performance insight.
• Translate complex, multi-source operational data into concise recommendations for senior leaders.
• Own the interpretation of key measures including service levels, productivity, utilisation, demand, backlog, quality and client outcomes.
• Lead deep-dive analysis to identify root causes, quantify risks and opportunities, and recommend effective interventions.
• Identify efficiency opportunities, capacity risks and areas for performance improvement using strong commercial judgement.
• Create compelling, executive-ready performance narratives that clearly explain the message, implications, choices and recommended actions.
• Partner with stakeholders to track agreed actions, measure impact and highlight emerging risks or under-delivery.
• Improve data literacy and self-service confidence by helping managers interpret metrics and use insight effectively.
• Evaluate the impact of operational change and feed learning back into planning, forecasting and decision-making.
• Set clear analytical standards, definitions and governance so insight is accurate, consistent and trusted.

Technologies:

• Excel
• Support
• Power BI
• SQL
• Tableau

More:

We are Hargreaves Lansdown, the UKs number 1 investment platform for private investors, based in Bristol. For more than 40 years we have helped investors save time, tax and money on their investments. Our Performance & Insights Lead role sits within Workforce Management and supports our Helpdesk and Operations teams. We offer hybrid working with 3 days a week in the office, a permanent full-time schedule of 37.5 hours per week, Monday to Friday, and a workplace focused on constant learning, dynamic teams, service, quality, innovation and opportunity. Our benefits include annual bonus and pay review, 25 days holiday plus bank holidays and Christmas closure, flexible working options, enhanced parental leave, pension contributions, private medical insurance, wellbeing support, travel schemes, subsidised food and drink, and two paid volunteering days per year. We are an inclusive employer that values diversity and may also consider this role on a flexible working or part-time basis.

last updated 38 week of 2026