Performance Analyst, Customer Intelligence

Westfield Secondary School; Sheffield; Hybrid; GBP 45,000 - 60,000; Full time

Job summary

Sheffield City Council is building its Customer Intelligence function and is seeking a Performance Analyst to lead analysis of how residents engage with council services and how improvements affect outcomes.

You will combine data from customer and operational systems to identify performance drivers and present practical recommendations that support service changes. The role is hybrid, with office presence encouraged for collaboration.

Qualifications

• Strong background in performance, data or business intelligence within complex settings.
• Ability to design and improve performance measures and dashboards.
• Capability to turn analysis into concise briefings for non-technical audiences.
• Experience working with managers and operational teams to define questions.

Responsibilities

• Lead analytical work across customer journeys and channels.
• Develop dashboards and reporting that show a balanced view of performance.
• Investigate demand patterns, outcomes and avoidable contact.
• Identify pressures and opportunities for improvement.
• Assess benefits of service and knowledge improvements.
• Present clear conclusions and recommended actions.
• Collaborate with colleagues across services and supervise others.

Skills

Performance analysis

Data analysis

Dashboards

Communication

Job description

Sheffield City Council is building its Customer Intelligence function and is seeking a Performance Analyst to lead analysis of how residents engage with council services and how improvements affect outcomes.

You will combine data from customer and operational systems to identify performance drivers and present practical recommendations that support service changes. The role is hybrid, with office presence encouraged for collaboration.