Customer Intelligence & Performance Analyst

Sheffield City Council HQ; Sheffield; Hybrid; GBP 38,000 - 52,000; Full time

Job summary

Sheffield City Council is building its Customer Experience Capability to improve how residents experience services and how colleagues are supported to deliver them. The role leads analytical work across customer journeys, reporting, and operational services, turning data into practical recommendations for service improvements.

You will bring together information from different customer and operational systems, identify trends and risks, and present concise briefings for varied audiences.

Qualifications

• Strong background in performance, data or business intelligence within complex organisations.
• Experience turning analysis into concise briefings for non-technical audiences.
• Ability to design and improve performance measures and dashboards.
• Experience collaborating with managers and operational teams to define questions and develop useful analytical responses.

Responsibilities

• Develop dashboards and reporting products for a clear view of performance.
• Investigate patterns in demand, outcomes and avoidable contact.
• Identify pressures, risks and improvement opportunities.
• Assess benefits of service and digital improvements.
• Improve quality and reliability of performance information.
• Present complex findings with clear conclusions and recommended actions.
• Advise colleagues across services with evidence.
• Supervise and develop colleagues.

Skills

Dashboard design

Data analysis

Stakeholder communication

Performance metrics

Job description

Sheffield City Council is building its Customer Experience Capability to improve how residents experience services and how colleagues are supported to deliver them. The role leads analytical work across customer journeys, reporting, and operational services, turning data into practical recommendations for service improvements.

You will bring together information from different customer and operational systems, identify trends and risks, and present concise briefings for varied audiences.