As a Performance Analyst you'll work closely with Senior Management and Operational Leads to identify metrics and develop appropriate reporting and/or work with MI to surface these.

You'll accurately forecast and report on service performance with particular attention on understanding Productivity, Quality, Supplier Performance and Service-Levels.

Acting as a bridge between Operations and MI you'll accurately gather requirements, incubating or modelling reports (where necessary) and support prioritisation to leverage maximum benefit from our shared services.

A key role will be to support the delivery of business transformation by assessing the impact of change on service/operational performance and verifying business case assumptions and benefits. In addition, by providing input to the CSI function(s) and spotting trends/themes to highlight improvement opportunities, you'll drive a culture of continuous improvement.

You'll act as the voice of the operation within the business data strategy, ensuring data definitions are accurate and approved and will work closely with our DW Developers to ensure that data is available/clean and can be easily accessed.

A keen focus will also be on data security, ensuring data and reporting produced is stored securely and distributed safely to relevant stakeholders.

How else will I add value in the role?

• Agree data definitions for KPIs and measures

• Work with Ops Leadership to create productivity and quality reporting to monitor and track coordinator performance

• Create data dashboards, graphs and visualisations appropriate for intended audience and distribute securely

• Manipulate, analyse and interpret data to produce insight

• Monitor service performance to proactively identify performance challenges and impact/cost arising from outages and change

• Immerse yourself within change lifecycle to understand forecasted return/impact of Business change and measure delivery

• Work with Management and CSI Team to identify root cause and drive service recovery

• Get involved in Bid to understand resource availability and operation readiness

• Work with MI to steer the Operations data strategy to streamline and simplify reporting delivery and enable self-serve capability

• Act as a conduit to prioritise Ops reporting and deliver strategic reporting though MI

What do I need in order to deliver in the role?

• Experience of developing, implementing and maintaining business reporting

• The ability to interpret and analyse data, spotting trends and delivering insight

• Confident with Excel, Access and business intelligence tools

• Ability to effectively present and communicate data to stakeholders

• Possess a logical and methodical approach to problem solving with great attention to detail

It would be great for you to also have (but we'd still love to hear from you if you don't)

• Salesforce Experience (Reporting and Dashboards)

• Power BI Experience

• SQL skills

• SharePoint Experience

The Benefits

We understand the importance of recognising and rewarding our colleagues. In addition to your base salary, you will be provided with a company bonus, pension scheme, private healthcare cover, income protection and life assurance.

We also:

• Embrace flexible working

• Encourage you to participate in a development programme that will be led by you, supported by your line manager and backed by the business.

• Offer free TalkTalk broadband and TV

• Offer wellbeing and recognition schemes

• Offer a range of discounts on shopping

On top of all this, you get to choose your benefits flexibly around what works best for you!

As a recognised Top 50 Inclusive Employer in the UK, we know that diversity means success and innovation. We want our workplace to reflect the communities and customer we serve. Being inclusive is part of our DNA; we are all 100% human, and we create a culture where you can truly be yourself.

We’re also not your usual 9-5. We are a dynamic workplace and we want to talk to you about how you like to work.