Performance Analyst

Do you thrive on turning complex user‑journey data into clear, actionable insight, and want the chance to shape how more than 20 million people experience vital UK public services? Do you want to work in a place where your dashboards, KPIs and data storytelling don’t just inform decisions, but directly improve outcomes for citizens at the moments they need support most?

At DWP Digital, we design and develop user-friendly digital services that enable millions of people to access the help, advice, and financial support they need. Almost everyone in the UK relies on our digital services at some point in their lives. Our digital performance analyst community works across DWP to gain insight on how our services are used and how well our systems perform.

The primary focus of this role is to implement and optimise tagging strategies to enhance the visibility of service interactions and user journeys, as well as to understand how data is being captured and utilised across service lines to measure performance. As a Performance Analyst, in Digital Channels you will design, implement and optimise tagging strategies that improve the visibility of service interactions and user journeys.

You will work closely with product teams to enable accurate performance measurement and generate actionable insights that will improve outcomes for end users. Digital Channels drives and enables the modernisation of DWP’s customer contact, helping customers communicate with our Department via the most appropriate channel. We design, deliver and support shared digital capabilities that improve how customers and colleagues interact with DWP services. We focus on creating consistent, modern, joined‑up digital experiences.

We run some of the UK’s largest 'Live Services' including telephony, bulk printing and the scanning and indexing of all incoming letters and forms. It is a hugely impactful role, which touches nearly every point of contact we have for over 20 million customers. Performance Analysts in DWP Digital support iterative design of services by analysing a wide range of datasets and collaborating with User Researchers, Business Analysts and Data Scientists to create a holistic understanding of our systems, business and users.

You will be responsible for carrying out analysis and providing insights against the measures you have developed, encouraging digital teams to always design and build with measurement and the value to the citizen in mind, nurturing a user needs measurement culture in the teams you work with.

You will need to:

• Conduct analysis by developing and working with performance measurement frameworks, KPIs, goals, user needs and benefits.
• Collaborate closely with digital teams that build services for our citizens.
• Develop measures from a variety of data sources that support teams to prove the value they add and ensure they meet the Government’s Digital by Default Service Standard.
• Create dashboards for stakeholders using Looker Studio and PowerBI.
• Regularly use SQL in Google BigQuery (including writing custom code to do calculations and join multiple datasets for analysis and to feed dashboards) to deliver analysis back to teams.
• Help create a thriving community of performance analysts, by working with the team to create common standards and ways of working.

This is a key role, where a variety of stakeholders will depend on you to deliver accurate and actionable insights, to drive the focus and centralise the user in everything that we do.

Proud member of the Disability Confident employer scheme.