Performance Analyst

Responsibilities

• Performance framework and measurement
• Develop a service performance framework aligned with user needs, service outcomes and operational objectives
• Define KPIs covering service adoption, completion, accessibility, user satisfaction, efficiency and service effectiveness
• Define measurement approaches appropriate to private beta, public beta and live service
• Establish performance baselines and approaches for monitoring change over time
• Work with product managers and stakeholders to make sure measures support meaningful decisions rather than reporting for its own sake
• Digital analytics and instrumentation
• Define analytics requirements for the eligibility checker and notification journeys
• Work with developers to implement and validate appropriate event tracking, including Google Analytics where applicable
• Measure user journeys, progression, abandonment, errors and points of friction
• Make sure analytics implementation considers privacy, consent, data minimisation and accessibility requirements
• Operational performance and end-to-end insight
• Develop approaches to understanding the relationship between user behaviour and operational outcomes
• Identify opportunities to measure notification processing, case progression, rework, exceptions and operational demand
• Work with operational teams to understand performance across the digital and non-digital service
• Work with technical and data architecture colleagues to identify appropriate sources of operational performance information
• Analysis, reporting and continuous improvement
• Embed performance analysis into sprint reviews, product prioritisation and continuous improvement
• Provide evidence to support service assessments, beta progression and operational readiness decisions
• Work with product managers to develop hypotheses, identify improvement opportunities and measure the impact of changes
• Analyse trends and investigate the causes of poor performance or unexpected user behaviour
• Build accessible, actionable dashboards and performance reports for delivery teams and senior stakeholders
• Combine quantitative analysis with user research, service design findings and operational feedback

Essential experience

• Experience as a Performance Analyst within agile digital service delivery
• Experience defining performance frameworks, KPIs and outcome measures
• Experience with event tracking, funnel analysis, journey analytics and data quality assurance
• Practical experience with digital analytics tools such as Google Analytics 4, and with reporting or visualisation platforms
• Strong analytical skills, including interpreting complex quantitative and qualitative evidence
• Experience working with product managers, user researchers, service designers and engineers
• Ability to communicate findings clearly to technical and non-technical audiences
• Understanding of privacy and responsible analytics practices

Desirable experience

• UK government digital services, GDS Service Standard assessments, Power BI, SQL, Microsoft Dynamics reporting, public beta measurement, and analysis of services that combine digital transactions with operational casework

Expected outcomes in the first four to six weeks

• The programme can show how the service is performing, where users have difficulty, and make evidence-led decisions about readiness, improvement and scaling
• A regular process for feeding insight into product decisions and service improvement
• A prioritised set of questions for performance analysis to answer during private beta
• An initial dashboard covering meaningful user and service performance measures
• Agreed analytics requirements and validated instrumentation for the available journeys
• An initial performance measurement framework for the eligibility checker and notification journeys

Note

This role requires additional vetting, which may take longer than a standard onboarding process.