Performance Analyst

Role overview

What you will do

• Lead analysis across customer journeys, contact channels, and operational services, including the Core Customer Hub and other front-door services.
• Develop dashboards and reporting products that provide managers with a balanced view of performance.
• Investigate demand, customer outcomes, service variation, repeat contact, and avoidable contact.
• Identify emerging pressures and assess whether service, digital, journey, and knowledge changes deliver intended benefits.
• Improve the quality, consistency, and reliability of customer performance information.
• Present findings as clear conclusions, options, and recommended actions; advise colleagues across services.
• Supervise, support, and develop colleagues.

What the council is looking for

• Strong performance, data, or business intelligence background; complex operational, customer-facing, or public service experience is ideal.
• Experience designing performance measures, reports, and dashboards and analyzing trends, risks, demand, and improvement opportunities.
• Able to brief non-technical audiences and work with managers, operational teams, and technical specialists.
• Able to use evidence to shape decisions and challenge assumptions constructively.
• Experience maintaining data quality and documentation, tracking benefits, and supporting or supervising others.

Working arrangements

• The post is hybrid, with office attendance expected for at least 40% of contracted hours for collaboration, meetings, networking, and service events.

Team context

Working hours

• The source states that full-time employees work 37 hours for 52 weeks of the year; the available description ends before providing further schedule details.