Job Introduction
Business Performance and Reporting Lead
Salary £40,000 to £45,000 depending on experience
Permanent
Folkestone Hybrid
Exciting Opportunity: Performance & Reporting Lead – Drive Impactful Business Decisions
Are you passionate about turning data into actionable business insights? Do you thrive in a role where your analysis directly influences strategic decisions and customer experience? Join Saga’s dynamic team as our Performance & Reporting Lead and make a real difference across key product lines including Savings, Equity Release, Mortgages, and Legal Services.
The Performance & Reporting Lead will be accountable for delivering accurate, timely, and insightful reporting on business performance across multiple product lines. This role is pivotal in providing a clear understanding of how actual performance compares to agreed targets at every stage of the customer journey, with a particular focus on identifying and driving improvements.
We work in a hybrid way at Saga both at home and in the office. This role requires you to be working from our Folkestone office a minimum of 2-3 times a week, allowing us to collaborate and share success as a business.
Role Responsibility
Performance Analysis: Monitor and analyse performance metrics across the full customer journey to identify trends, variances, ROI and underlying drivers of over- or under-performance. This includes interpreting Management Information (MI) from partners, internal Saga data, and market intelligence to pinpoint where and why conversion challenges occur.
Insight Generation: Translate complex data into actionable insights that inform decision-making and support strategic objectives. Provide clear, evidence-based recommendations to improve conversion rates and overall outcomes across product lines.
Conversion Optimisation & Continuous Improvement: Lead initiatives specifically aimed at increasing conversion at key stages of the customer journey—from initial engagement through to completion. Collaborate with stakeholders to design and implement changes that remove friction, enhance customer experience, and deliver measurable improvements in conversion.
Reporting Excellence: Ensure all reporting is accurate, consistent, and delivered within agreed timelines. Develop and maintain robust reporting frameworks that highlight conversion performance, performance against key assumption metrics, and support transparency and accountability.
1. Producing weekly and monthly performance reports for senior stakeholders, ensuring accuracy and clarity across all product lines
2. Creating and maintaining dashboards that present key performance metrics in a clear, actionable format using BI tools (e.g., Power BI, Tableau).
3. Conducting detailed analysis of conversion rates across the end-to-end customer journey, identifying factors influencing performance and working with key stakeholders to recommend improvements.
4. Owning and implementing trading improvement plans based on insights from performance analysis, collaborating with partners and operational teams to drive measurable outcomes.
5. Translating complex data into actionable insights that inform strategic decisions and support commercial objectives.
6. Managing performance-related projects from inception to completion, ensuring timely delivery, risk management, and stakeholder communication.
7. Identifying opportunities for process optimisation and lead initiatives to enhance efficiency and customer experience.
8. Maintaining high standards of data accuracy and ensuring compliance with regulatory requirements in all reporting activities.
9. Working closely with Product, Marketing, Finance, and partner teams to align reporting and improvement initiatives with business goals.
10. Contributing to the development of forecasting models and performance benchmarks to guide future planning.
The Ideal Candidate
11. Exposure to FCA or similar regulatory frameworks in reporting and customer outcomes.
12. Ability to manipulate and interpret large datasets using Excel, SQL, and BI tools (e.g., Power BI, Tableau).
13. Strong capability to track KPIs, identify variances, and highlight trends.
14. Proven track record of producing regular business performance reports for senior stakeholders.
15. Previous work involving analysis of MI and market trends to inform business decisions.
16. Experience in mapping and improving end-to-end customer journeys.
17. Experience translating data into actionable recommendations for commercial improvement.
18. Hands-on experience in developing and executing plans to improve trading performance.
19. Demonstrated ability to lead projects from inception to completion, including risk management.
20. Skilled in creating accurate, timely, and visually clear reports and dashboards including regular weekly/monthly performance reporting requirements.
21. Expertise in identifying inefficiencies and implementing continuous improvement initiatives.
22. Competence in planning, organising, and monitoring operational tasks to meet deadlines.
23. Understanding of operational controls and governance frameworks.
24. Ability to present complex data clearly and influence decision-making.
25. Familiarity with CRM systems and data extraction tools for operational reporting.
26. Ensuring accuracy and consistency in all reporting outputs.
Desirable;
27. Experience within Savings, Mortgages, Equity Release, or Legal Services sectors
28. Previous involvement in projects requiring coordination between Product, Marketing, Finance, and Operations teams.
29. Ability to analyse customer journey metrics and optimise conversion points and other areas of improvement.
30. Experience driving operational efficiency and supporting change management initiatives.
Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special
Package Description
At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues.
BENEFITS AVAILABLE TO ALL COLLEAGUES:
31. 25 days holiday + bank holidays
32. Option to purchase additional leave - 5 extra days
33. Pension scheme matched up to 10%
34. Company performance related annual bonus - Up to 5%
35. Life assurance policy on joining us, 4 x salary
36. Wellbeing programme
37. Colleague discounts including family discounts on cruises, holidays and insurance
38. Range of reductions and offers from leading retailers, travel groups and entertainment companies
39. Enhanced maternity and paternity leave
40. Grandparents leave
41. Income protection
42. Access to Saga Academy, our bespoke learning platform