Performance & Insights Lead

Hargreaves Lansdown; Eastbourne; Hybrid; GBP 40,000 - 70,000; Full time

Benefits offered by this job

Discretionary bonus

Private medical insurance

Enhanced parental leave

Hybrid working

Pension scheme

Life insurance

Volunteer days

Wellbeing benefits

Job summary

Hargreaves Lansdown is seeking a Performance & Insights Lead to shape how Helpdesk and Operations use data. You will translate complex, multi-source data into actionable insights, partnering with operational leaders and data teams to improve performance and governance.

Based in Bristol with hybrid working, the role drives executive-level narratives, supports planning and forecasting, and raises data literacy across the organisation.

Qualifications

• 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.

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.

Skills

Advanced Excel

Data analysis

Stakeholder management

Executive communication

Performance modelling

Leadership

Tools

Power BI

Tableau

Sigma

Job description

Excited to grow your career?

Our purpose is to make it easy for people to save and invest for a better future. We are looking for great people to join us, so please come and invest in YOUR future at Hargreaves Lansdown.

We know that sometimes people can be put off applying for a job if they don’t tick every box. If you’re excited about working for us and have most of the skills or experience we’re looking for, we’d love to hear from you!

About the role

As our Performance & Insights Lead, you’ll play a pivotal role in shaping how our Helpdesk and Operations teams understand and improve performance. Sitting within Workforce Management, you’ll move beyond reporting the numbers to uncover what is driving them, translating complex operational data into clear stories, practical recommendations and better decisions.

You’ll be a trusted partner to operational leaders, planning teams, data engineering and change colleagues. With the credibility to challenge thinking and influence senior stakeholders, you’ll set high standards for insight, strengthen analytical governance and help build confidence in using data across the business.

What you’ll be doing

• 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.

About you

• 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

• 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.

Interview process

A 1 stage interview process consisting of competency based questions and a presentation.

Working Schedule

The Performance and Insights Lead role is a Permanent, full time, 37.5 hours per week, Monday to Friday. Our office is based in Bristol, BS2 0TR. Hybrid working is available where only 3 days a week is required in the office.

Why us?

Here at HL, we’re the UK’s number 1 investment platform for private investors, based in Bristol. For more than 40 years we’ve helped investors save time, tax and money on their investments.

To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We’re steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What’s on offer?

• Discretionary annual bonus* and annual pay review
• 25 days* holiday plus bank holidays and 1-day additional Christmas closure
• Option to purchase an additional 5 days holiday**
• Flexible working options available, including hybrid working
• Enhanced parental leave
• Pension scheme up to 11% employer contribution
• Income Protection and Life insurance (4 x salary core level of cover)
• Private medical insurance*
• Health care cash plans - including optical, dental, and outpatient care
• Health screening programme
• Help@hand - confidential support including mental health counselling and remote GP
• Wellhub - unlimited access to fitness providers and wellness coach sessions
• Variety of travel to work schemes with bike storage and shower facilities
• Inhouse barista and deli serving subsidised coffee and sandwiches
• Two paid volunteering days per year

* dependant on role level

** only available to select during our annual benefits window, in November each year

Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.

This role may also be available on a flexible working or part time basis – please ask the Recruitment & Onboarding team for more information.

Please note, we are unable to provide employment sponsorship to candidates.