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About the Role
Lead analytics that drive performance, efficiency, and customer outcomes across Retail Operations. Work at the intersection of data, operations, and customer experience, translating complex operational data into actionable insights for tactical and strategic decision-making. This role includes line management responsibilities.
Responsibilities
- Lead the delivery of high-quality operational analytics, insights, dashboards, and performance reporting.
- Understand customer journeys, processes, and demand drivers to translate data into actionable recommendations for senior stakeholders.
- Lead the coordination and data element of benefit tracking for initiatives and return on investments.
- Support the three-year plan process by collaborating with Operations, Commercial, and Finance teams on ongoing and future opportunities.
- Act as a trusted analytics partner to operational leaders, presenting evidence-based insights to influence decisions.
- Manage at least one analyst and set quality standards and best practices for junior analysts.
Requirements
- Demonstrable experience in leading the delivery of high-quality operational analytics, insights, dashboards, and performance reporting.
- Demonstrable experience in understanding the importance of storytelling to a variety of stakeholders.
- Demonstrable experience in developing a deep understanding of customer journeys, processes, and demand drivers.
- Demonstrable experience in translating data into actionable recommendations for senior stakeholders.
- Demonstrable experience in leading the coordination and data element of benefit tracking that assesses the success of initiatives and return on investments.
- Demonstrable experience acting as a bridge between Retail Operations and Commercial and Digital.
- Demonstrable experience supporting the three-year plan process, working with partners across Operations, Commercial, and Finance.
- Demonstrable experience looking at ongoing and future opportunities, supporting continuous improvement and process redesign.
- Demonstrable experience acting as a trust analytics partner to operational leaders.
- Demonstrable experience presenting evidence-based insights to influence decisions.
- Demonstrable experience in the management of at least one analyst.
- Demonstrable experience setting quality standards and best practice to junior analysts.
- Experience with large, complex data sets and data visualization tools (PowerBI) from a senior leadership perspective.
- Excellent analytical skills combined with the ability to problem-solve.
- Proven people leadership experience, with demonstrable knowledge of coaching and developing high-performing teams.
- Clear and confident communication skills, able to translate complex data into clear and straightforward recommendations to stakeholders at all levels.
- Technical understanding with consistency across reporting channels.
- Naturally curious with a strong customer focus and a commercial mindset.
- Knowledge of working in insurance or other regulated environments or large customer operations is beneficial.
- The interview process includes a recruiter intro/screening call, a 1st stage interview with the hiring leader, and a 2nd interview with the hiring leader's leader.
- Regrettably, sponsorship for this role is not available.
Skills
- Data Visualization (PowerBI)
- Analytics
- Problem Solving
- People Leadership
- Coaching
- Team Development
- Communication
- Stakeholder Management
- Customer Journey Analysis
- Process Improvement
- Commercial Acumen
Location
- Bexhill
- London
- Leicester
Work Type
- Hybrid
Experience Level
- Senior Leadership
- Management
Salary/Compensations
- Competitive salary
- £5k car allowance
Benefits
- Flexible working
- Competitive bonus scheme (annual 4Cs performance bonus)
- Private medical insurance
- Life assurance cover (4x salary)
- Income protection
- Matched pension contributions up to 10%
- Discounts
- Cashback
- Free independent mortgage advice
- Free access to financial wellbeing support
- Thrive mental health app
- Colleague assistance programme (24/7)
- In-house mental health first aiders
- Support groups
- 27 days annual leave + bank holidays
- Option to buy or sell one week of annual leave
- Health care cash back plans
- Dental plans
- Discounted health assessments
- Cycle to work scheme
- Tech scheme
- Discounted and free onsite facilities
- Social events
About the Company
- Hastings Direct is a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market.
- The company has made significant investments in data and tech capabilities and nurtures a 4Cs culture (colleagues, customers, company, community).
- Hastings Direct provides insurance for over four million customers.
- Hastings Direct is a fast-growing, agile, digitally focused general insurance provider employing over 4,600 colleagues.
- The company's vision is to be the best and biggest digital insurance provider in the market.
- Hastings Direct focuses on getting it right for colleagues, customers, company, and community, creating a dynamic, flexible, fun, and constantly changing environment.
- The company provides support, training, and development for colleagues to drive growth.
Equal Opportunity
- As a Disability Confident employer, Hastings Direct is committed to ensuring recruitment processes are fully inclusive, offering fair access to support and adjustments throughout the recruitment journey.
- Applications through the Disability Confident Scheme (DCS) are welcomed.
- Hastings Group is an equal opportunities employer, treating people fairly and welcoming applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment, or marital/family status.
- Hastings Direct is committed to creating an inclusive environment where everyone has the opportunity to succeed.
- Reasonable adjustments during the recruitment process are encouraged to be discussed openly with the recruitment team.