Operations Analytics & Insights Lead

Harnham - Data & Analytics Recruitment; Greater London; Hybrid; GBP 90,000 - 110,000; Full time

Job summary

Harnham - Data & Analytics Recruitment in London is seeking an Operations Analytics & Insight Lead to shape operational analytics strategy across customer service, onboarding, and efficiency. The role combines leadership, hands-on analytics, and interaction with senior stakeholders.

You will lead a team of analytics professionals, drive AI-enabled initiatives, establish measurement frameworks, and champion data quality and scalable reporting.

Qualifications

• Experience leading analytics teams in a commercial environment.
• Proven people management and talent development.
• Advanced SQL with hands-on capability.
• Strong statistics knowledge including experimentation and design.
• Experience influencing senior stakeholders.
• Commercial ops analytics across customer service, onboarding or processes.
• Experience applying AI, Copilot, or automation to business processes.
• Strong understanding of modern analytics platforms.

Responsibilities

• Lead and coach a team of analytics professionals.
• Define the operational analytics strategy aligned to business goals.
• Partner with senior stakeholders to shape analytics roadmap.
• Establish measurement frameworks and performance metrics.
• Deliver hands-on analysis, experiments, and performance assessments.
• Identify inefficiencies and drive automation for scale.
• Develop self-service reporting to reduce ad hoc analysis.
• Support AI initiatives with analytical insights and context.
• Evaluate automation programs for effectiveness.
• Champion best practices in governance and data quality.

Skills

Team leadership

People development

SQL

Statistics

Stakeholder influence

Operational analytics

AI/automation

Data platforms

Commercial analytics

Tools

dbt

Airflow

Git

Looker

Python

Job description

Operations Analytics & Insight Lead

London (Hybrid - 3x a week)

Up to £100,000 + up to 25% bonus

This is an excellent opportunity for an experienced analytics leader to shape the future of operational analytics within a highly data-driven, technology-led business. Combining strategic influence, people leadership, and hands-on analytical delivery, the role offers significant exposure to senior stakeholders and the chance to drive meaningful impact through AI, automation, and operational transformation.

The Company

Our client is a well-established international technology business with a large and engaged customer base. They operate in a fast-paced, highly regulated environment where data and analytics are central to commercial decision-making and operational excellence.

The organisation has made significant investment in its data capabilities and is continuing to expand how analytics supports business performance. With ambitious growth plans and a strong culture of innovation, they offer an environment where analytical thinking is highly valued and where teams are empowered to drive change.

The Role

As the Operations Analytics & Insight Lead, you will lead a team of analytics professionals while defining the analytical strategy that supports operational performance across customer service, onboarding, operational efficiency, and AI-enabled processes.

You will:

• Lead, coach and develop a team of analysts while fostering high analytical standards.
• Define and deliver the operational analytics strategy, aligning analytical priorities to business objectives.
• Partner with senior stakeholders to influence decision-making and shape the analytics roadmap.
• Establish measurement frameworks and trusted performance metrics across operations.
• Deliver hands-on analysis, including experimentation, statistical testing, and operational performance assessment.
• Identify process inefficiencies and drive automation initiatives to improve scalability.
• Develop self-service reporting and reduce reliance on ad hoc analysis.
• Support AI and chatbot initiatives through analytical insight, measurement frameworks, and operational context development.
• Evaluate the effectiveness of automation, customer service deflection, workforce management, onboarding, and operational transformation programmes.
• Champion best practices across analytics delivery, experimentation, governance, and data quality.

Your Skills & Experience

You will bring:

• Strong experience leading analytics or insights teams in a commercial environment.
• Proven people management capability and a passion for developing analytical talent.
• Advanced SQL skills with the ability to remain hands-on when required.
• Strong statistical knowledge, including experimentation, significance testing, and measurement design.
• Experience influencing senior stakeholders and translating business challenges into analytical solutions.
• Strong commercial experience working with operational, customer service, workforce management, onboarding, or process optimisation analytics.
• Practical experience applying AI, Copilot, LLMs, or automation technologies to improve business processes.
• Strong understanding of modern analytics and data platforms.

Experience with the following would be beneficial:

• dbt, Airflow and Git.
• Looker or similar BI tools.
• Python for analysis or automation.
• Experience within fintech, financial services, or another regulated industry.

What They Offer

• High levels of exposure to senior leadership and strategic decision-making.

• Ownership of a growing analytics function with the opportunity to shape team direction and ways of working.
• Significant involvement in AI, automation, and operational transformation initiatives.
• Ongoing professional development and career progression opportunities.