Overview
Business Performance and Reporting Lead – Salary £40,000 to £45,000 depending on experience. Permanent role in Folkestone with hybrid working patterns. This role is accountable for delivering accurate, timely, and insightful reporting on business performance across multiple product lines including Savings, Equity Release, Mortgages, and Legal Services. The Performance & Reporting Lead will provide clear understanding of how actual performance compares to targets at every stage of the customer journey, with a focus on identifying and driving improvements. The role requires you to work from the Folkestone office a minimum of 2-3 times a week to collaborate and share success as a business.
Responsibilities
* 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. Interpret 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 outcomes across product lines.
* Conversion Optimisation & Continuous Improvement: Lead initiatives to increase 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 and deliver measurable improvements.
* Reporting Excellence: Ensure all reporting is accurate, consistent, and delivered within agreed timelines. Develop and maintain robust reporting frameworks that highlight conversion performance and performance against key metrics to support transparency and accountability.
* Produce weekly and monthly performance reports for senior stakeholders, and create and maintain dashboards presenting key metrics using BI tools (e.g., Power BI, Tableau).
* Conduct detailed analysis of conversion rates across the end-to-end journey, identify factors influencing performance, and work with stakeholders to recommend improvements.
* Own and implement trading improvement plans based on insights, collaborating with partners and operations to drive measurable outcomes.
* Translate complex data into actionable insights to inform strategic decisions and support commercial objectives.
* Manage performance-related projects from inception to completion, ensuring timely delivery, risk management, and clear stakeholder communication.
* Identify opportunities for process optimisation and lead initiatives to enhance efficiency and customer experience.
* Maintain high standards of data accuracy and ensure compliance with regulatory requirements in all reporting activities.
* Collaborate with Product, Marketing, Finance, and partner teams to align reporting and improvement initiatives with business goals.
* Contribute to the development of forecasting models and performance benchmarks to guide future planning.
Ideal Candidate
* Exposure to FCA or similar regulatory frameworks in reporting and customer outcomes.
* Ability to manipulate and interpret large datasets using Excel, SQL, and BI tools (e.g., Power BI, Tableau).
* Strong capability to track KPIs, identify variances, and highlight trends.
* Proven track record of producing regular business performance reports for senior stakeholders.
* Experience in MI and market trends analysis to inform business decisions.
* Experience mapping and improving end-to-end customer journeys.
* Experience translating data into actionable recommendations for commercial improvement.
* Hands-on experience in developing and executing plans to improve trading performance.
* Ability to lead projects from inception to completion, including risk management.
* Skilled in creating accurate, timely, and visually clear reports and dashboards for weekly/monthly reporting.
* Expertise in identifying inefficiencies and implementing continuous improvement initiatives.
* Competence in planning, organising, and monitoring operational tasks to meet deadlines.
* Understanding of operational controls and governance frameworks.
* Ability to present complex data clearly and influence decision-making.
* Familiarity with CRM systems and data extraction tools for operational reporting.
* Ensuring accuracy and consistency in all reporting outputs.
* Desirable: Experience within Savings, Mortgages, Equity Release, or Legal Services sectors.
* Experience coordinating between Product, Marketing, Finance, and Operations teams.
* Ability to analyse customer journey metrics and optimise conversion points and other areas of improvement.
* Experience driving operational efficiency and supporting change management initiatives.
Benefits
* 25 days holiday + bank holidays
* Option to purchase additional leave - 5 extra days
* Pension scheme matched up to 10%
* Company performance related annual bonus - Up to 5%
* Life assurance policy on joining us, 4 x salary
* Wellbeing programme
* Colleague discounts including family discounts on cruises, holidays and insurance
* Range of reductions and offers from leading retailers, travel groups and entertainment companies
* Enhanced maternity and paternity leave
* Grandparents leave
* Income protection
* Access to Saga Academy, our bespoke learning platform
About The Company
Over the past 70 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We’re one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine. We aim to be the most-trusted brand for older people in the UK. Our values underpin our approach and help guide us to deliver our purpose. We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We do this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.
Thanks to our people, Saga has been ranked 6th in the UK’s Best Employers 2025 by the Financial Times and Statista. This award belongs to all our colleagues who collectively make Saga a fantastic place to work. We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, with multigenerational teams. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga. For more information on our DEI policies, colleague stories and other opportunities across the business, please visit Jobs and careers with Saga. Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.
Note: If you require accessibility accommodations, please contact us. #LI-KH1
Contact Details
Saga Plc
Tel: 000 000 0000
Contact: Kirsty Harris-Tuckey
Email: VP3BBF52A5.567@vacancyposter.com
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