Performance Analyst

Performance Analyst

Whitehall Resources currently require an experienced Performance Analyst to work with a key client

**Please note this role requires eligibility to undergo SC Clearance and falls INSIDE IR35**

Role purpose
* The Performance Analyst will work across product, user research, service design, engineering and SIA operational teams to define meaningful measures of service performance, establish analytics capabilities and turn data into actionable insights.
* The role is not simply about producing dashboards or reporting usage statistics. It is about helping multidisciplinary teams understand whether the service is meeting user needs, identify barriers to successful completion and continuously improve the service based on evidence.

Key responsibilities
* Performance framework and measurement
* Digital analytics and instrumentation
* Operational performance and end-to-end insight
* Analysis, reporting and continuous improvement

Essential experience
* Understanding of privacy and responsible analytics practices.
* Experience working with product managers, user researchers, service designers and engineers.
* Ability to communicate findings clearly to both technical and non-technical audiences.
* Experience with event tracking, funnel analysis, journey analytics and data quality assurance.
* Practical experience with digital analytics tools such as Google Analytics 4 and reporting or visualisation platforms.
* Experience defining performance frameworks, KPIs and outcome measures.
* Strong analytical skills, including the ability to interpret complex quantitative and qualitative evidence.
* Experience working as a Performance Analyst within agile digital service delivery.
* Embed performance analysis into sprint reviews, product prioritisation and continuous improvement activities.
* 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 causes of poor performance or unexpected user behaviour.
* Develop accessible, actionable dashboards and performance reports for delivery teams and senior stakeholders.
* Identify patterns and opportunities for service improvement.
* Combine quantitative analysis with user research, service design findings and operational feedback.
* 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.
* Collaborate with SIA 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.
* Ensure analytics implementation considers privacy, consent, data minimisation and accessibility requirements.
* 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.
* Define analytics requirements for the eligibility checker and notification journeys.
* Work with product managers and SIA stakeholders to ensure measures support meaningful decisions rather than reporting for its own sake.
* Define measurement approaches appropriate to private beta, public beta and live service.
* Establish performance baselines and approaches for monitoring change over time.
* Define appropriate KPIs covering service adoption, completion, accessibility, user satisfaction, efficiency and service effectiveness.
* Develop a service performance framework aligned with user needs, service outcomes and operational objectives.

Desirable experience
* UK government digital services, GDS Service Standard assessments, Power BI, SQL, Microsoft Dynamics reporting, public beta measurement and analysis of services combining digital transactions with operational casework.
* Government capability framework alignment
* The current Government Digital and Data Performance Analyst framework describes a senior performance analyst as someone who proactively uses analysis to improve services, works with complex evidence, supports others in analytical capability and takes responsibility for the quality of analysis.

All of our opportunities require that applicants are eligible to work in the specified country/location, unless otherwise stated in the job description.

Whitehall Resources are an equal opportunities employer who value a diverse and inclusive working environment. All qualified applicants will receive consideration for employment without regard to race, religion, gender identity or expression, sexual orientation, national origin, pregnancy, disability, age, veteran status, or other characteristics.