About this role
Salary: £? - ? per year
Requirements
- Experience working as a Performance Analyst in agile digital service delivery.
- Strong analytical skills, including the ability to interpret complex quantitative and qualitative evidence.
- Experience defining performance frameworks, KPIs and outcome measures.
- Practical experience with digital analytics tools such as Google Analytics 4 and reporting or visualisation platforms.
- Experience with event tracking, funnel analysis, journey analytics and data quality assurance.
- Understanding of privacy and responsible analytics practices.
- Experience working with product managers, user researchers, service designers and engineers.
- Ability to communicate findings clearly to technical and non-technical audiences.
- Desirable: Experience with UK government digital services, GDS Service Standard assessments, Power BI, SQL, Microsoft Dynamics reporting, public beta measurement, or services combining digital transactions with operational casework.
- Candidates will be assessed on analysis and insight, communicating analysis and insight, performance measurement and KPI development, quality assurance of data and analysis, analytics implementation and interpretation, and multidisciplinary collaboration. The published framework proficiency levels apply to the first two capabilities; the remaining expectations are programme-specific.
Responsibilities
- Develop a service performance framework aligned with user needs, service outcomes and operational objectives.
- Define appropriate KPIs covering service adoption, completion, accessibility, user satisfaction, efficiency and effectiveness.
- Establish performance baselines and approaches for monitoring change over time, including measures suited to private beta, public beta and live service.
- Define analytics requirements for the eligibility checker and notification journeys.
- Measure user journeys, progression, abandonment, errors and points of friction.
- Work with developers to implement and validate appropriate event tracking, including Google Analytics where applicable.
- Ensure analytics implementation considers privacy, consent, data minimisation and accessibility.
- Combine quantitative analysis with user research, service design findings and operational feedback.
- Analyse trends, investigate poor performance or unexpected user behaviour, and identify opportunities for service improvement.
- Develop accessible, actionable dashboards and performance reports for delivery teams and senior stakeholders.
- Work with product managers to develop hypotheses, identify improvement opportunities and measure the impact of changes.
- Embed performance analysis into sprint reviews, product prioritisation and continuous improvement activities.
- Provide evidence to support service assessments, beta progression and operational readiness decisions.
- Collaborate with SIA operational teams to understand performance across digital and non-digital parts of the service.
- Identify opportunities to measure notification processing, case progression, rework, exceptions and operational demand.
- Work with technical and data architecture colleagues to identify appropriate sources of operational performance information.
- Ensure measures support meaningful decisions rather than reporting for its own sake.
- Within the first four to six weeks, establish an initial performance framework for the eligibility checker and notification journeys, validated instrumentation for available journeys, an initial dashboard, a prioritised set of private beta analysis questions, and a regular process for feeding insight into product decisions and service improvement.
Technologies
- Support
- Power BI
- SQL
More
We are seeking a Performance Analyst to establish and embed performance measurement for the Martyns Law digital service. The service will help organisations and individuals understand whether the law applies to them, submit required notifications and interact with regulatory processes. You will work across product, user research, service design, engineering and SIA operational teams, using evidence to assess whether the service meets user needs and to support improvement and readiness decisions. This is a remote contract of six months or more, paying £650–£710 per day inside IR35. The programmes success measure is to demonstrate how the service is performing, understand where users experience difficulty and make evidence-led decisions about readiness, improvement and scaling.
last updated 45 week of 2026