Performance Analyst

Westfield Secondary School; Sheffield; Hybrid; GBP 42,000 - 52,000; Full time

Job summary

Sheffield City Council is building its Customer Experience Capability, seeking an experienced Performance Analyst to join the developing Customer Intelligence function.

You will design dashboards, analyze patterns, identify risks and opportunities, and present findings to managers, while collaborating across services and supervising colleagues. The role operates on a hybrid basis with 40% office attendance.

Qualifications

• Experience designing performance measures and dashboards.
• Ability to identify trends, risks and improvement opportunities.
• Translate complex data into concise briefing for non-technical audiences.
• Collaborate with managers and operational teams to answer analytical questions.
• Maintain high data accuracy and quality assurance.
• Track benefits and improvements.

Responsibilities

• Develop dashboards and reporting products for managers.
• Investigate patterns in demand, outcomes, service variation and avoidable contact.
• Identify emerging pressures, performance risks and opportunities for improvement.
• Assess whether service, digital, journey and knowledge improvements produce the intended benefits.
• Improve the quality, consistency and reliability of customer performance information.
• Present complex findings with clear conclusions, options and recommended actions.
• Work with colleagues across services, supported by evidence.
• Supervise, support and develop colleagues.

Skills

Dashboard design

Data interpretation

Performance reporting

Stakeholder engagement

Job description

Join Our Customer Experience Capability

Sheffield City Council is building its Customer Experience Capability, a team focused on improving how residents experience council services and how colleagues are supported to deliver them.

Help us turn customer data into better services

We are looking for an experienced Performance Analyst to join our developing Customer Intelligence function.

What You Will Be Doing

• Developing dashboards and reporting products that give managers a clear and balanced view of performance
• Investigating patterns in demand, customer outcomes, service variation and repeat or avoidable contact
• Identifying emerging pressures, performance risks and opportunities for improvement
• Assessing whether service, digital, journey and knowledge improvements are producing the intended benefits
• Improving the quality, consistency and reliability of customer performance information
• Presenting complex findings as clear conclusions, options and recommended actions
• Working and advising colleagues at all levels from a range of services, supported by evidence
• Supervising, supporting and developing colleagues

What We Are Looking For

• Designing and improving performance measures, reports and dashboards
• Examining data to identify trends, risks, causes of demand and opportunities for service improvement
• Turning detailed analysis into concise, accessible briefings for people without a technical background
• Working with managers, operational teams and technical specialists to define questions and develop useful analytical responses
• Using evidence to shape decisions and challenge assumptions constructively
• Maintaining high standards of data accuracy, documentation and quality assurance
• Tracking of benefits and improvements
• Supporting, supervising or managing the work and development of others

Why join us?

This role offers the opportunity to help shape a growing Customer Intelligence function and influence how customer evidence is used across the Council. You will work with colleagues from a wide range of services, helping them understand performance, spot problems earlier and make changes that improve the customer experience.

The post operates on a hybrid basis with an expectation to work from the office for a minimum of 40% of the contracted hours to facilitate networking, planned collaboration, meetings and service events.

We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.

It is a great time to join us and we welcome your application.

Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form. Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we’ll interview the candidates who best meet the essential criteria for the job.

Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.

If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.

Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Read about the new job evaluation process to be introduced at Sheffield City Council.

We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.