Performance Analyst, Business

About the Role As the Customer Performance Analyst, you will play a key role in capturing, validating, and interpreting internal and external performance data. The role transforms complex information into clear, accurate reports, dashboards, and customer-ready presentations. Acting as a data specialist and client liaison, this position supports operational improvement and helps strengthen customer relationships through high-quality insights and regular engagement.

Key Responsibilities Collect, consolidate, and manage KPI data from internal systems, external partners, and customers Validate all incoming data to ensure accuracy, completeness, and consistency Analyse trends, performance gaps, and operational drivers, collaborating with the wider Business Performance team to provide meaningful insights Create high-quality dashboards, reports, and visual presentations for customer and internal use Working closely with the Customer Service Managers to monitor customer feedback, resolve performance gaps, and enhance the overall customer experience Present KPI results during regular customer business reviews Build and maintain strong customer relationships, supporting satisfaction and identifying opportunities for added value Maintain documentation of data sources, methodologies, and reporting standards Work closely with cross-functional teams (Operations, Customer Service, IT, etc.)

to enhance data quality and KPI tracking Contribute to continuous improvement initiatives through measurement and performance insights

Skills & Qualifications Strong analytical and data interpretation skills Strong customer focus with excellent verbal and written communication skills Proficiency with Excel and BI/reporting tools (Power BI, Tableau or similar) Strong analytical ability, with experience interpreting data and using KPIs to drive improvements Knowledge of Lean, Six Sigma, or other continuous improvement methodologies (desirable) Confident communicator with strong presentation skills Exceptional attention to detail and a high standard of data accuracy Ability to manage multiple data streams and meet deadlines Highly organised, adaptable, and accountable