Performance Analyst in Manchester

Pay up to £51,762, plus 28.97% employer pension contributions, hybrid working, flexible hours, and great work life balance. Do you want to work in a place where your dashboards, KPIs and data storytelling doesn’t just inform decisions, but directly improves outcomes for people at moments they need support most? As a Performance Analyst in Digital Channels, you’ll join a team that enables how people interact with DWP through the most appropriate digital and assisted channels. DWP supports some of the UK’s largest live services, helping ensure customers can contact DWP and move through services smoothly at key moments in their lives. This role will touch every point of contact we have with over 20 million people.

You’ll work alongside product managers, designers, engineers and researchers to ensure services are built with clear success measures, meaningful KPIs and a strong understanding of user behaviour from the outset. Your role goes beyond reporting - you’ll help teams define what they are trying to achieve, understand how users move through complex journeys and use insight to influence what happens next. The work you do will improve outcomes for citizens and strengthen digital services across all of DWP. The scale of what we do is extraordinary, and our purpose is unique. We’d love you to join us.

What skills, knowledge and experience will you need?

• Strong experience using Google Analytics to understand how users interact with digital services and identify where journeys work well or break down.
• Confidence writing and using SQL to explore data, join multiple datasets, perform calculations, and answer real questions about service performance.
• Experience working with Google BigQuery to analyse large datasets and support performance reporting.
• Ability to define success measures and KPIs, starting from user needs and business goals rather than pre-defined metrics.
• Experience working with people, not in isolation - collaborating with product teams to agree what should be measured and why.
• Confidence turning data into clear insight and recommendations, not just dashboards or numbers.
• Ability to see the bigger picture, understanding how individual measures fit together to tell a meaningful story about service performance and impact.

You and your role

Performance Analysts in DWP shape how digital services are designed, measured and improved. You’ll work closely with multidisciplinary teams to ensure measurement is built into services from the start, helping teams understand whether what they’re delivering is actually making things better for users. You’ll design and maintain performance measurement frameworks, including KPIs that reflect both user needs and organisational priorities. You’ll also be responsible for implementing and optimising tagging strategies to enhance the visibility of service interactions and user journeys. You’ll help us understand how data is being captured and used across service lines to measure performance and identify areas for improvement.

You will move our teams beyond surface-level metrics by exploring how users move through services, where friction exists and what the data is really telling us about outcomes. You will be working with Google Analytics data and writing SQL in Google BigQuery to bring together different data sources, create meaningful analysis, and support clear and reliable dashboards using tools like Looker Studio and Power BI. Just as importantly, you’ll spend time explaining what the data means. This could be tailoring insight for different audiences or helping teams use it to inform future decisions. Your work will help colleagues change what they do in the future, using evidence to improve services and better meet user needs.

This role is ideal for someone who enjoys working collaboratively, is curious about how services perform end-to-end, and cares about using data to make a real difference. If you like asking ‘what does success really look like here?’ and helping teams answer that question with evidence, then your skills and insight will make a tangible impact with us.

Details. Wages. Perks.

Location: You’ll join us in one of our brilliant digital hubs in Leeds, Manchester or Sheffield, whichever is most convenient for you. Hybrid Working: We work a hybrid model - you’ll spend some time working at home and some time collaborating face to face in a hub. Pay: We offer pay up to £51,762. That’s £44,447 – £46,547 salary plus a Digital Allowance of up to £5,215 subject to our assessment of your capability at interview. Pension: You’ll get a brilliant civil service pension with employer contributions worth 28.97%, worth up to £X per year. Holidays: A generous leave package starting at 24 days and rising to 26 days after one year. You can also take up to 3 extra days off a month on flexi-time. You’ll also get all the usual public holidays.

We have a broad benefits package built around your work‑life balance which includes:

• Flexible working including flexible hours and flex‑friendly policies.
• Time off volunteering and charitable giving.
• Bring your authentic self to work with 'I Can Be Me in DWP'.
• Discounts and savings on shopping, fun days out and more.
• Interest‑free loans to buy a bike or a season ticket, so it’s even easier for you to get to work and start making a difference.
• Sports and social activities.
• Professional development, coaching, mentoring and career progression opportunities.

And We Have An Award‑winning Environment And Culture

DWP have been recognised as 2024 Diversity Employer of the Year at the Computing Women in Tech Excellence awards. Diverse and Inclusive Leadership at Digital Leaders Awards 2024. Commended as Best Place to Work in Digital category in the Computing Digital Technology Leaders awards 2025. Recognised as one of the Best Public Sector Employers at 2025 Women In Tech Employer Awards.

Process

We know your time is valuable so our application and selection process is just two stages:

• Apply: complete your application on Civil Service Jobs. There’ll be full instructions when you click through.
• Interview: a single stage face‑to‑face interview. Click APPLY for more information and to start your application.