Performance & Insights Lead

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.

• 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.

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., * 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

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.