Lead Performance Analyst

Lead Performance Analyst Rate: £740 inside IR35

Location:

Telford, 2 days on-site, with remote working for the remainder Clearance: SC eligible. SC clearance is not required to start, but a BPSS certificate is required. Nationality requirement: UK/Dual National Sector:
Government body Your new company You will be working with a government body on the Martyn's Law digital service. The service will enable organisations and individuals to understand whether Martyn's Law applies to them, submit required notifications and interact with regulatory processes. Your new role As Lead Performance Analyst, you will establish and embed a performance measurement capability for the Martyn's Law digital service.

Working across product, user research, service design, engineering and SIA operational teams, you will define meaningful measures of service performance, establish analytics capabilities and turn data into actionable insights. This role goes beyond producing dashboards and reporting usage statistics. You will help multidisciplinary teams understand whether the service is meeting user needs, identify barriers to successful completion and drive evidence-led continuous improvement.

Key responsibilities Develop a service performance framework aligned with user needs, service outcomes and operational objectives. Define appropriate KPIs across service adoption, completion, accessibility, user satisfaction, efficiency and service effectiveness. Establish performance baselines and approaches for monitoring change over time. Define measurement approaches appropriate to private beta, public beta and live service. Define analytics requirements for the eligibility checker and notification journeys.

Work with developers to implement and validate event tracking, including Google Analytics where applicable. Measure user journeys, progression, abandonment, errors and points of friction. Ensure analytics considers privacy, consent, data minimisation and accessibility requirements. Combine quantitative analysis with user research, service design findings and operational feedback. Develop approaches to understanding the relationship between user behaviour and operational outcomes. Analyse notification processing, case progression, rework, exceptions and operational demand.

Develop accessible and actionable dashboards and performance reports. Analyse trends and investigate poor performance or unexpected user behaviour. Work with product managers to develop hypotheses, identify improvement opportunities and measure the impact of changes. Embed performance analysis into sprint reviews, product prioritisation and continuous improvement. Provide evidence supporting service assessments, beta progression and operational readiness. Within the first four to six weeks, you will be expected to help establish an initial performance framework, validated instrumentation, a meaningful service performance dashboard and a prioritised set of performance questions for private beta.

Essential skills and experience Experience working as a Performance Analyst within agile digital service delivery. Strong experience defining performance frameworks, KPIs and outcome measures. Practical digital analytics experience, including tools such as Google Analytics 4.

Experience with event tracking, funnel analysis, journey analytics and data quality assurance. Strong quantitative and qualitative analytical skills. Experience turning complex evidence into actionable insight. Experience working alongside product managers, user researchers, service designers and engineers. Ability to communicate findings clearly to technical and non-technical audiences. Understanding of privacy and responsible analytics practices. Experience feeding performance insight directly into product prioritisation and continuous improvement.

Ability to investigate trends, unexpected user behaviour and causes of poor performance. Experience developing accessible dashboards and performance reporting. Ability to work across digital and operational performance data. Experience in one or more of the following would be advantageous: UK government digital services. GDS Service Standard assessments. Power BI. SQL. Microsoft Dynamics reporting. Public beta measurement and analysis. Services combining digital transactions with operational casework.

Candidates should also be able to demonstrate strong performance against analysis and insight, communication of analysis, performance measurement and KPI development,…