Operations Analytics Manager - Retail Operations

Overview

As our Operations Analytics Manager, you will lead analytics that drive performance, efficiency and customer outcomes across Retail Operations, translating complex operational data into actionable insights for tactical and strategic decision‑making.

You will also manage a small team of analysts and collaborate with Retail Operations, Commercial and Digital teams to support continuous improvement and our three‑year plan.

Responsibilities

• Lead the delivery of high‑quality operational analytics, insights, dashboards and performance reporting, ensuring clear storytelling to stakeholders.
• Translate complex operational data into actionable recommendations for senior leaders across the business.
• Develop a deep understanding of customer journeys, processes and demand drivers to inform decisions.
• Coordinate benefit tracking and ROI analysis, acting as a bridge between Retail Operations, Commercial and Digital.
• Support the three‑year plan process, working with Operations, Commercial and Finance partners to identify opportunities for improvement and process redesign.
• Serve as a trusted analytics partner to operational leaders, presenting evidence‑based insights to influence decisions.
• Manage at least one analyst, setting quality standards and best practices for the analytics team.

Qualifications

• Experience with large, complex data sets and data visualisation tools (e. g., Power BI) from a senior leadership perspective.
• Proven people‑leadership experience and a track record of coaching and developing high‑performing teams.
• Strong analytical and problem‑solving skills combined with the ability to translate data into clear, actionable recommendations.
• Excellent communication skills, able to present complex data to stakeholders at all levels.
• Customer‑focused mindset with commercial awareness.
• Knowledge of working in insurance or other regulated environments, or large customer operations, is beneficial.

Benefits

• Competitive salary and £5k car allowance.
• Flexible hybrid working model.
• Competitive bonus scheme and participation in the annual 4Cs performance bonus.
• Physical wellbeing: private medical insurance (PMI) and coverage of specialist visits.
• Financial wellbeing: 4× salary life assurance cover, income protection at no extra cost and matched pension contributions up to 10%.
• Access to discounts, cashback, free independent mortgage advice and a financial wellbeing support portal.
• Mental wellbeing programme including the Thrive mental health app, 24/7 colleague assistance, in‑house mental health first aiders and support groups.
• 27 days annual leave plus bank holidays, with the option to buy or sell a week.
• Health‑care cash‑back plans, dental plans, discounted health assessments and a cycle‑to‑work scheme.
• Tech and discount schemes, free onsite facilities and social events throughout the year.
• Equal Opportunity Employer

Hastings Group is an equal opportunities employer which means we treat people fairly.

We welcome applications from all suitably skilled persons regardless of gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status.

We have a thorough referencing process, which includes credit and criminal record checks.

If you require any reasonable adjustments during the recruitment process, we encourage you to be open with us.

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