Head of Performance & Insight

We are seeking a senior, operations‑led performance leader to take ownership of Final Mile performance, service quality, and insight across a national courier network.

This role sits at the intersection of data, operations and leadership. You will lead a highly capable and technically advanced MI and analytics team, with the remit to translate insight into clear priorities, structured actions, and tangible operational outcomes.

This is a high‑profile, high‑impact position, playing a pivotal role in shaping how performance is measured, managed and improved across Final Mile Operations.

What You’ll Be Responsible For

As Head of Final Mile Performance & Insight, you will:

• Own the Final Mile performance and service quality agenda end‑to‑end
• Lead a centralised Performance & Insight function covering MI, analytics and operational performance
• Turn complex data into simple, compelling narratives and action plans that resonate with operational leaders
• Build and run a clear weekly operating rhythm focused on risk, progress, and sustained improvement
• Ensure performance insight directly informs:
• Courier management and development
• Operational priorities and resource focus
• Cross‑functional action across Operations, Loss Prevention and Commercial teams
• Create a risk‑based performance framework, identifying where attention and intervention will have the greatest impact
• Track actions to completion and ensure accountability at every level

This role owns outcomes — not just reporting.

The Environment You’ll Join

• A well‑established, technically strong data and analytics team with deep Power BI and SQL capability
• A mature Service Quality Dashboard already in place, measuring performance consistently and transparently
• A Final Mile operating model evolving toward greater centralisation, clarity and consistency
• Strong senior engagement and sponsorship, with performance and quality firmly on the leadership agenda

Your value will come from leadership, judgement, prioritisation and influence, not from building reports.

Senior Exposure & Influence

This role has regular engagement with:

• Executive and senior leadership
• Heads of Operations and Area Management teams
• Weekly business and performance forums focused on service, quality and customer outcomes

You will be expected to challenge constructively, influence confidently, and maintain focus on what matters most.

What We’re Looking For

We are looking for a strong operational leader, not a pure data specialist.

Ideal background:

• Experience in Final Mile, courier, on‑demand or gig‑economy environments
• Proven ownership of performance, standards or quality at scale

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