Business Performance Analyst

SThree; Glasgow; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Hybrid working

Performance bonus

Annual leave 28 days

Private healthcare

Dental discount

Health cashback

Volunteer days

Caregiver leave

Retail discounts

Company share scheme

Job summary

SThree in Glasgow is seeking a Business Performance Analyst to lead reporting and insights for Global Operations. You will combine KPI data, customer feedback, and improvement initiatives to shape service excellence and business outcomes.

You will develop Power BI dashboards, manage data sources, and present actionable recommendations to senior stakeholders, partnering with operational teams and technology partners in a fast-paced, evolving environment.

Qualifications

• Experience in business performance analysis, customer insight, service analytics, or customer experience in a global organisation.
• Advanced Excel and Power BI capabilities.
• Strong analytical and problem-solving skills.
• Expertise in KPI, SLA, and operational performance reporting.
• Experience turning complex data into actionable insights.
• Excellent stakeholder management and influencing skills.
• Strong presentation and data storytelling abilities.
• Experience with governance reporting and performance measurement frameworks.
• Ability to work independently in a fast-paced environment.
• Voice of the Customer programmes.
• Global operations or shared services environments.
• Lean Six Sigma or similar continuous improvement methodologies.

Responsibilities

• Deliver regular reporting and insight against KPIs, SLAs, and customer experience measures.
• Develop and maintain dashboards and reporting solutions using Power BI, Excel, ServiceNow, and other data sources.
• Analyze operational performance and customer feedback data to identify trends, root causes, risks, and improvement opportunities.
• Support Voice of the Customer initiatives by connecting customer feedback with operational performance metrics.
• Present insights and recommendations to operational leaders and senior stakeholders.
• Partner with teams to understand performance outcomes and drive continuous improvement.
• Support customer journey mapping and identify pain points across end-to-end processes.
• Monitor the effectiveness of improvement initiatives and track measurable business impact.
• Ensure data quality, consistency, and integrity across reporting frameworks.

Skills

Advanced Excel

Power BI

KPI & SLA reporting

Data storytelling

Stakeholder management

Analytical thinking

Governance reporting

Lean Six Sigma

Voice of the Customer

Tools

Power BI

Excel

ServiceNow

Job description

Are you passionate about turning data into actionable insights that drive business performance and exceptional customer experiences?

We're looking for a Business Performance Analyst to join our Global Operations team in Glasgow. This is an exciting opportunity to play a pivotal role in shaping service excellence across a global organisation by combining operational performance data, customer insights, and continuous improvement initiatives.

About the Role

As a Business Performance Analyst, you will be the reporting and insight lead for Global Operations, helping leaders understand performance trends, identify opportunities for improvement, and make data-driven decisions. You'll work collaboratively with operational teams, stakeholders, and technology partners to transform complex data into meaningful business outcomes.

What You'll Be Doing

• Deliver regular reporting and insight against key KPIs, SLAs, and customer experience measures.
• Develop and maintain dashboards and reporting solutions using Power BI, Excel, ServiceNow, and other data sources.
• Analyse operational performance and customer feedback data to identify trends, root causes, risks, and improvement opportunities.
• Support Voice of the Customer initiatives by connecting customer feedback with operational performance metrics.
• Present insights and recommendations to operational leaders and senior stakeholders.
• Partner with teams to understand performance outcomes and drive continuous improvement.
• Support customer journey mapping and help identify pain points across end-to-end processes.
• Monitor the effectiveness of improvement initiatives and track measurable business impact.
• Ensure data quality, consistency, and integrity across reporting frameworks.

What We're Looking For

You’ll bring experience in business performance analysis, customer insight, service analytics, or customer experience within a complex or global organisation.

Key skills and experience:

• Advanced Excel and Power BI capabilities.
• Strong analytical and problem-solving skills.
• Expertise in KPI, SLA, and operational performance reporting.
• Experience turning complex data into clear, actionable business insights.
• Excellent stakeholder management and influencing skills.
• Strong presentation and data storytelling abilities.
• Experience working with governance reporting and performance measurement frameworks.
• Ability to work independently in a fast-paced and evolving environment.
• ServiceNow reporting and Performance Analytics.
• Voice of the Customer programmes.
• Global operations or shared services environments.
• Lean Six Sigma or similar continuous improvement methodologies.

Why Join SThree?

You’ll join a global organisation with a powerful mission and a brand portfolio central to its growth. This is a role where you’ll make a visible impact - shaping how our people, candidates, and clients experience our brands every day.

What's in it for you?

• Hybrid working options for flexibility.
• Bonus linked to company and personal performance.
• 28 days holiday plus public holidays, with an annual leave purchase scheme.
• Private healthcare, discounted dental insurance, and health cashback scheme.
• Paid volunteering days and caregiver leave.
• Access to retail discounts and our company share scheme.

What we stand for

We’re committed to ensuring that every colleague, candidate, and member of our community experiences fair, equitable, and respectful treatment. We strive to create an environment where everyone belongs, feels valued, and is supported to thrive. If you require any assistance or reasonable adjustments during the application process, please let us know. We’re here to help.