Performance Analyst in England

Join our Customer Experience Capability. Sheffield City Council is building its Customer Experience Capability, a team focused on improving how residents experience council services and how colleagues are supported to deliver them. The team brings together customer journeys, insight, workforce development, equalities, engagement and communications. Its purpose is to help the Council work in a more joined-up and customer-focused way, using feedback, data, digital tools, and practical improvement methods to make services easier to access and better to use.

We are looking for an experienced Performance Analyst to join our developing Customer Intelligence function. This is an opportunity to take a leading role in helping the Council understand how customers contact us, how effectively services respond and where changes could deliver better outcomes. You will bring together information from different customer and operational systems, identify what lies behind changes in performance and make practical recommendations that support improvement.

Your work will cover key customer contact points, including the Core Customer Hub and other front-door services. You will help colleagues move beyond reporting activity and volumes towards a clearer understanding of customer outcomes, emerging risks, avoidable contact and the measurable impact of service changes.

What you will be doing:

• Leading analytical work across a range of customer journeys, contact channels and operational services.
• Developing dashboards and reporting products that give managers a clear and balanced view of performance.
• Investigating patterns in demand, customer outcomes, service variation and repeat or avoidable contact.
• Identifying emerging pressures, performance risks and opportunities for improvement.
• Assessing whether service, digital, journey and knowledge improvements are producing the intended benefits.
• Improving the quality, consistency and reliability of customer performance information.
• Presenting complex findings as clear conclusions, options and recommended actions.
• Working and advising colleagues at all levels from a range of services, supported by evidence.
• Supervising, supporting and developing colleagues.

What we are looking for:

You will have a strong background in performance, data or business intelligence work, ideally gained within a complex operational, customer-facing or public service setting. You should be able to demonstrate experience of:

• Designing and improving performance measures, reports and dashboards.
• Examining data to identify trends, risks, causes of demand and opportunities for service improvement.
• Turning detailed analysis into concise, accessible briefings for people without a technical background.
• Working with managers, operational teams and technical specialists to define questions and develop useful analytical responses.
• Using evidence to shape decisions and challenge assumptions constructively.
• Maintaining high standards of data accuracy, documentation and quality assurance.
• Tracking of benefits and improvements.
• Supporting, supervising or managing the work and development of others.

Why join us?

This role offers the opportunity to help shape a growing Customer Intelligence function and influence how customer evidence is used across the Council. You will work with colleagues from a wide range of services, helping them understand performance, spot problems earlier and make changes that improve the customer experience.

The post operates on a hybrid basis with an expectation to work from the office for a minimum of 40% of the contracted hours to facilitate networking, planned collaboration, meetings and service events. We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.