Senior Performance & Insights Partner

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

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.