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, please go ahead and apply. 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.
Skills Required
- Experience in a senior analyst, insight lead, or manager-level role within operations, contact centre, workforce management, or another high-volume service environment
- Experience setting insight direction and delivering high-impact performance analysis
- Advanced Excel, data manipulation, and performance-modelling capability
- Experience working with large or complex operational datasets
- Ability to produce executive-ready insight connecting data, root cause, business impact, options, and recommended actions
- Strong stakeholder management and influencing skills
- Ability to engage operational managers, senior leaders, and technical teams
- High attention to detail and commitment to data accuracy
- Experience coaching, guiding, or informally leading analysts or stakeholders
- Proactive, organised, solution-focused approach with clear and impactful communication skills
- 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
What We Do
We’re the UK’s number 1 investment platform for private investors, based in Bristol, where we now employ over 1,700 people. For more than 40 years we’ve helped investors save time, tax and money on their investments. Today we're trusted by over 1.7 million clients. Our service allows clients to bring all their ISAs, pensions, SIPPS, and savings into one easy to manage place, allowing them to be in control.
