Performance Analyst, Customer Intelligence (Hybrid)

Beighton; Sheffield; Hybrid; GBP 34,000 - 42,000; Full time

Benefits offered by this job

Hybrid working

Generous holiday entitlement

Flexible working opportunities

Job summary

Sheffield City Council is building its Customer Experience Capability to improve how residents experience services and how colleagues are supported. This role leads analytical work across customer journeys and services, delivering dashboards and actionable insights to drive improvements.

You will work with managers and technical specialists to turn data into practical recommendations, supervise others, and help establish a growing Customer Intelligence function.

Qualifications

• Background in performance, data or business intelligence in public sector setting.
• Experience designing and improving performance measures, reports and dashboards.
• Translate data into concise, non-technical briefings.
• Work with managers and teams to develop analytical responses.
• Use evidence to shape decisions and challenge assumptions.
• Maintain data accuracy, documentation and quality assurance.
• Track benefits and improvements.
• Supervise or manage the work and development of others.

Responsibilities

• Develop dashboards and reporting products giving managers a clear view of performance.
• 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 deliver benefits.
• Improve the quality, consistency and reliability of performance information.
• Present complex findings as clear conclusions, options and actions.
• Collaborate with colleagues across services, supported by evidence.
• Supervise, support and develop colleagues.

Skills

Dashboard design

Data analysis

Performance reporting

Stakeholder engagement

Supervising staff

Evidence-based decisions

Job description

Sheffield City Council is building its Customer Experience Capability to improve how residents experience services and how colleagues are supported. This role leads analytical work across customer journeys and services, delivering dashboards and actionable insights to drive improvements.

You will work with managers and technical specialists to turn data into practical recommendations, supervise others, and help establish a growing Customer Intelligence function.