senior performance improvement manager.

We’re looking for a Senior Performance Improvement Manager to help raise the bar.

This is a high-impact, forward-facing role for someone who thrives on turning insight into action. You’ll lead data-driven improvement initiatives that not only enhance KPI performance but, more importantly, deliver meaningful, measurable improvements to the lives of Service Families. Working across teams, you’ll challenge the status quo, uncover root causes, and design solutions that are practical, sustainable, and scalable.

You’ll operate with a high degree of autonomy, spotting opportunities, shaping ideas, and taking them through to delivery. Whether analysing performance data, facilitating problem-solving sessions, or influencing senior stakeholders, you’ll bring clarity, energy, and a strong sense of ownership to everything you do.

Key Responsibilities

You’ll take ownership of a portfolio of performance improvement initiatives, leading them end-to-end, from initial diagnosis through to implementation and benefit realisation. This includes identifying underperformance across KPIs, customer feedback, and operational data, and drilling into root causes rather than symptoms. You’ll connect disparate data sources to build a coherent picture of performance, using insight to prioritise where intervention will have the greatest impact.

A key part of the role is translating analysis into action. You’ll develop clear, evidence-based business cases for change, articulating both customer and commercial benefits. You’ll design improvement strategies grounded in operational reality, working closely with frontline teams to co-create solutions that are both effective and sustainable.

You’ll play a central role in embedding a culture of continuous improvement. This includes facilitating workshops, leading structured problem-solving sessions, and introducing tools or frameworks that help teams approach performance challenges differently. You’ll challenge constructively, using data and insight to influence decisions at multiple levels of the organisation.

Monitoring and tracking impact is equally important. You’ll define success measures for each initiative, establish baselines, and track progress against agreed outcomes, ensuring benefits are realised and sustained over time. You’ll provide clear, concise reporting on performance trends, intervention impact, and return on investment to support informed decision-making.

You’ll also act as a connector across the business, bringing together teams, aligning priorities, and ensuring improvement activity is coordinated rather than fragmented. Where required, you’ll represent the function at a senior level, providing confident, insight-led updates and recommendations.

Alongside this, you’ll continue to evolve how performance is understood and managed, improving data visibility, refining KPIs where necessary, and supporting a more proactive, insight-led approach to performance.