Performance Analyst

Performance Analyst – Customer Operations Performance team

About The Role

What You’ll Do

• Performance Reporting: Create and deliver comprehensive performance reports and presentation decks for our weekly and monthly operational performance reviews.
• Stakeholder Updates: Prepare and maintain performance overview content that is shared with senior leadership and key business-wide forums (e.g. monthly/quarterly business reviews).
• Self-Serve Analytics: Design, build, and maintain intuitive, self-serve dashboards in Looker to provide operational teams with access to performance data.
• Drive Continuous Improvement: Analyse performance data, post extracting and cleaning it, to identify trends, highlight areas of opportunity, and support our goal of improving operational efficiency and customer experience.
• Enable Real-Time Monitoring: Ensure that all Customer Operations teams have the necessary data and tools to effectively monitor and manage their day-to-day performance.
• Ad-hoc Analysis: Respond to ad-hoc data analysis requests from stakeholders to provide timely answers to operational questions.
• Documentation: Maintain clear documentation for all reporting processes and work to ensure metric definitions are consistent and trusted across all outputs.
  

Technical Competencies

• Demonstrable analytical and problem-solving skills.
• Strong data manipulation and extraction skills are desired using the following: SQL (Redshift or similar DBMS), R or Python.
• Basic to intermediate skills in data visualisation using Tableau, Looker, Power BI or similar.
• Ability to take large amounts of information and present it to non-experts in a highly visual format.
• Great attention to detail and ability to execute flawlessly at speed.
• Strong communication skills.
• A willingness to challenge and think differently.
  

Education, Qualifications & Experience

• Strong academic background, to degree level or above in a numerate field is essential.
• Formalised training or demonstrable strong experience in SQL is preferable.
• Experience interrogating large complex datasets to derive insight is important.
• Minimum 1 year Data Analyst experience is an advantage.
• Experience using Python or R for data analysis is an advantage.