About this role
Salary: £? - ? per year
Requirements
- Experience working as a Performance Analyst within agile digital service delivery.
- Strong experience defining performance frameworks, KPIs and outcome measures.
- Practical digital analytics experience, including tools such as Google Analytics 4.
- Experience with event tracking, funnel analysis, journey analytics and data quality assurance.
- Strong quantitative and qualitative analytical skills.
- Experience turning complex evidence into actionable insight.
- Experience working alongside 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.
- Experience feeding performance insight directly into product prioritisation and continuous improvement.
- Ability to investigate trends, unexpected user behaviour and causes of poor performance.
- Experience developing accessible dashboards and performance reporting.
- Ability to work across digital and operational performance data.
- The following experience would be advantageous: UK government digital services, GDS Service Standard assessments, Power BI, SQL, Microsoft Dynamics reporting, public beta measurement and analysis, or services combining digital transactions with operational casework.
- Ability to demonstrate strong performance in analysis and insight, communication of analysis, performance measurement and KPI development, quality assurance, and multidisciplinary collaboration.
- Must be UK or dual national and eligible for SC clearance. SC clearance is not required to start, but a BPSS certificate is required.
Responsibilities
- Establish and embed a performance measurement capability for the Martyns Law digital service.
- Work across product, user research, service design, engineering and SIA operational teams to define meaningful service performance measures, establish analytics capabilities and turn data into actionable insights.
- Develop a service performance framework aligned with user needs, service outcomes and operational objectives.
- Define KPIs across service adoption, completion, accessibility, user satisfaction, efficiency and service effectiveness.
- Establish performance baselines and approaches for monitoring change over time.
- Define measurement approaches for private beta, public beta and live service.
- Define analytics requirements for the eligibility checker and notification journeys.
- Work with developers to implement and validate event tracking, including Google Analytics where applicable.
- Measure user journeys, progression, abandonment, errors and points of friction.
- Ensure analytics considers privacy, consent, data minimisation and accessibility requirements.
- Combine quantitative analysis with user research, service design findings and operational feedback.
- Develop approaches to understanding the relationship between user behaviour and operational outcomes.
- Analyse notification processing, case progression, rework, exceptions and operational demand.
- Develop accessible, actionable dashboards and performance reports.
- Analyse trends and investigate poor performance or unexpected user behaviour.
- 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.
- Provide evidence to support service assessments, beta progression and operational readiness.
- Within the first four to six weeks, help establish an initial performance framework, validated instrumentation, a meaningful service performance dashboard and a prioritised set of performance questions for private beta.
Technologies
- Support
- Power BI
- SQL
More
We are recruiting a Lead Performance Analyst to work with a government body on the Martyns Law digital service, which will help organisations and individuals understand whether the law applies to them, submit required notifications and interact with regulatory processes. The role goes beyond dashboards and usage reporting, supporting multidisciplinary teams to assess whether the service meets user needs, identify barriers to completion and drive evidence-led improvement. The position is based in Telford, with two days on-site and remote working for the remainder, at a rate of £740 inside IR35. The contract length is to be confirmed. Additional vetting may mean onboarding takes longer than usual. We invite interested applicants to apply with an up-to-date CV, availability and preferred location.
last updated 45 week of 2026