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About the role
This strategic role is responsible for transforming Hargreaves Lansdown’s data into a core operational and commercial asset through the delivery of advanced data models for propensity, client nudges/ insights/ alerts/ targeted advice, LTV and headroom, and engaging with the business around their problems to understand how data can help to unlock value and create a sustainable competitive advantage.The Head of Data Value Labs will be instrumental in defining the roadmap for data value creation across Hargreaves Lansdown and overseeing the delivery of commercial outcomes from the application of rules-based, advanced predictive models, AI /Gen-AI, and machine learning across the Enterprise.
Importantly, this will include the utilisation of both internal and external data sets, which will include Open Data to augment internal data sets (with relevant permissions) to drive incremental insights.
What you’ll be doing
Direct the full lifecycle of data science projects, from ideation and hypothesis testing to model development, deployment, and ongoing performance monitoring/ compliance adherence, across the following model types:
- a. Propensity Models: To identify clients most likely to invest further, take up new products, or be at risk of churn, with ongoing feedback loops to ensure that the outputs are utilised and optimised over time.
- b. Next Best Action (NBA): To guide client interactions, campaigns and outcomes, including supporting targeted support (where relevant).
- c. AI & Machine Learning: Champion the ethical and effective use of Gen-AI, AI and ML to improve model performance, automate processes and drive incremental insights.
Within this the Head of Data Labs needs to ensure that models are compliant with relevant regulations and that the outputs/actions have a positive return on investment linked to measurable business outcomes, such as increased revenue, improved marketing ROI, or higher client retention.
Develop the client Insights, nudges & alerts strategy with business input and ensuring alignment with CRM, targeted support, Martech and Digital team activities.
Synthesise data from multiple sources (transactional, behavioural, demographic) to build a 360-degree view of the client, understanding their needs, goals, and behaviours. Design, develop, and implement a system of automated, personalised and prioritised client insights, nudges and alerts to:
- a. Encourage positive financial behaviours (e.g., utilising tax allowances, diversifying portfolios, avoiding detrimental trading)
- b. Highlight relevant opportunities (e.g., IPOs, regulatory changes, new product launches, market updates)
- c. Proactively address potential issues (e.g., large cash balances, portfolio imbalances)
- d. Guide clients towards app and online functionality to help them with their needs.
Across these, the Head of Data Value labs will work with the CRM team to assess how to deliver personalisation at Scale to integrate these insights, nudges and alerts into the client journey across all digital touchpoints (app, web, email) to create a truly personalised and relevant experience.
Importantly, the E2E analytical framework must incorporate the relevant data privacy requirements to ensure data minimisation rules are incorporated as compliance as code.
Collaborate with the business to unlock processes through data and the capabilities of the broader data marketplace. Champion efficiencies and develop repeatable delivery models to drive out manual processes, reporting and calculations to reduce costs and operational risks, working with Risk colleagues to ensure that development is in line with policy and regulatory requirements.
Build a High-Performing Team: Recruit, mentor, and lead a world-class team of analytics professionals, fostering a culture of curiosity, innovation, and commercial focus.
Define and align the roadmap: Develop and own the strategic roadmap for analytics, ensuring it is aligned with the company's overarching commercial goals.
Champion Data Culture: Be an advocate for data-driven decision-making across the organisation, effectively communicating the value and potential of analytics to all stakeholders.
Stakeholder Management: Build strong, collaborative relationships with key stakeholders across the business, including the Executive team, Marketing, Product, Technology, and Finance.
About you
As a successful Head of Data Value Labs you should blend strategic insight with analytical prowess, financial knowledge, and strong leadership capabilities to enhance commercial success.
- Proven experience - Senior analytics leadership role, ideally within D2C financial services, wealth management, banking, fintech, or a similar regulated industry.
- Strategic Thinker - Ability to develop long-term commercial strategies aligned with company goals. Proficiency in market analysis and competitive positioning, with expertise in translating data into strategic insights for a senior executive audience.
- Technical Skills - Deep understanding of statistical analysis, machine learning techniques, and experimental design (A/B testing). High proficiency with data science programming languages (e.g., Python, R) and data manipulation (SQL). Experience with modern data visualisation and BI tools (e.g., Sigma, Tableau, Power BI). Familiarity with cloud-based data warehousing and analytics platforms (e.g., AWS, Azure, GCP, Cloudera, Snowflake, Teradata).
- Data Science and Gen AI – Strong leadership skills in data science and Gen AI, including guardrails definition, colleague training, technology platform and use case assessment and prioritisation, model monitoring, feature engineering and optimisation, Track record of developing and deploying predictive models and AI/ML solutions that have driven tangible commercial value that is recognised by the business and clients.
- Client centric experience, performance and behavioural analytics – ability to shape a broader data driven strategy for client nudges, insights and alerts with clarity around orchestration, feedback mechanisms (to improve performance), consent management and coordination with adjacent workstreams. Including how batch, semi real-time and real-time data feeds will all drive important content, albeit at different velocities
- Financial Acumen - Understanding of financial principles, budgeting, and forecasting. Ability to manage profit and loss statements effectively and produce accurate forecasts based on behaviours.
- Leadership and Team Management - Experience in leading cross-functional teams and fostering collaboration. Skills in mentoring and developing talent within the Commercial Performance team.
- E2E commercial expertise of Wealth and broader financial products, including features, revenue levers, cost drivers
- Understanding of Open Finance data – knowledge of API framework, consent / revalidation requirements, data latency, transactional categorisation and typical data features to drive broader insights for clients at HL. Awareness of future roadmap for Open Finance data with active engagement with 3rd-party suppliers to review future use cases.
- Understanding of Open Data – ability to assess potential 3rd-party data opportunities to enhance understanding and client experience, including working with the broader business to produce accurate business cases
- Customer-Centric Approach - Focus on understanding customer needs and preferences that will drive commercial upside.
- Communication Skills - Strong verbal/ written communication skills to convey strategies and insights clearly to colleagues, ExCo and Board
- Collaborative Approach – knows how to build deep and trusted relationships with senior leaders to deliver joined up programmes that add value (revenue. Costs, risk) to the business
- Project Management - Skilled in detailed work planning and providing input and tracking for multiple projects simultaneously to drive upside.
- Technological Proficiency - Understanding of CRM systems and other commercial performance tools.
Interview process
3 stage interview process – Director of Data and Insights meet | Technical Interview | Leadership/ Culture.
Working Schedule
This role is based in our Bristol head office, BS1 5HL. This is a permanent full-time role, 37.5 hours per week, Monday to Friday. We have returned to the office, however for this role we can offer a hybrid flexible working pattern of working in the office and at home.
Why us?
Here at HL, we’re the UK’s number 1 investment platform for private investors, based in Bristol. For more than 40 years we’ve helped investors save time, tax and money on their investments.
To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos. We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.
What's on offer?
- Discretionary annual bonus* and annual pay review
- 25 days* holiday plus bank holidays and 1-day additional Christmas closure
- Option to purchase an additional 5 days holiday**
- Flexible working options available, including hybrid working
- Enhanced parental leave
- Pension scheme up to 11% employer contribution
- Income Protection and Life insurance (4 x salary core level of cover)
- Private medical insurance*
- Health care cash plans - including optical, dental, and outpatient care
- Health screening programme
- Help@hand - confidential support including mental health counselling and remote GP
- Wellhub - unlimited access to fitness providers and wellness coach sessions
- Variety of travel to work schemes with bike storage and shower facilities
- Inhouse barista and deli serving subsidised coffee and sandwiches
- Two paid volunteering days per year
* dependant on role level
** only available to select during our annual benefits window, in November each year
Hargreaves Lansdown is an inclusive employer that values diversity in its workforce. We encourage applications from all individuals without regard to race, religion, gender, sexual orientation, national origin, disability or age.
This role may also be available on a flexible working or part time basis – please ask the Recruitment & Onboarding team for more information.
Please note, we are unable to provide employment sponsorship to candidates.
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