Performance Analyst

Performance Analyst – Customer Operations Performance team

About the Role:

This is an ideal opportunity for someone early in their analytics career who is eager to learn, grow and make a measurable impact on our customer experience through data driven insights.

As a Performance Analyst, you will be a key member of the Customer Operations Data Insight & Performance team. This team is central to the success of Customer Operations in Flutter UK & Ireland. Our mission is to provide accurate performance measurement for Customer Operations, complemented by actionable insights that drive improvement in operational efficiency and customer experience.

Your primary responsibility will be performance measurement. You will play a key role in our regular performance reviews with Ops teams, creating and delivering the reports and presentation decks that track our performance against key targets. You will also be responsible for creating high-level performance overviews for stakeholders outside of Customer Operations, ensuring the wider business understands our successes and challenges.

In this role, you will support the customer operations team by gathering, organising and analysing operational data to help monitor key performance indicators and drive process improvements. Also, a key part of your role will be empowering our operational teams by building self-serve analytics dashboards in Looker, ensuring they have the tools and data needed to manage their performance effectively in real-time. While your focus will be on structured reporting and measurement, you will also have opportunities to handle ad-hoc analysis requests and develop your insight generation skills.

What You'll Do:

• Performance Reporting: Create and deliver comprehensive performance reports and presentation decks for our weekly and monthly operational performance reviews.
• Stakeholder Updates: Prepare and maintain performance overview content that is shared with senior leadership and key business-wide forums (e.g. monthly/quarterly business reviews).
• Self-Serve Analytics: Design, build, and maintain intuitive, self-serve dashboards in Looker to provide operational teams with access to performance data.
• Drive Continuous Improvement: Analyse performance data, post extracting and cleaning it, to identify trends, highlight areas of opportunity, and support our goal of improving operational efficiency and customer experience.
• Enable Real-Time Monitoring: Ensure that all Customer Operations teams have the necessary data and tools to effectively monitor and manage their day-to-day performance.
• Ad-hoc Analysis: Respond to ad-hoc data analysis requests from stakeholders to provide timely answers to operational questions.
• Documentation: Maintain clear documentation for all reporting processes and work to ensure metric definitions are consistent and trusted across all outputs.

Technical Competencies:

• Demonstrable analytical and problem-solving skills.
• Strong data manipulation and extraction skills are desired using the following: SQL (Redshift or similar DBMS), R or Python.
• Basic to intermediate skills in data visualisation using Tableau, Looker, Power BI or similar.
• Ability to take large amounts of information and present it to non-experts in a highly visual format.
• Great attention to detail and ability to execute flawlessly at speed.
• Strong communication skills.
• A willingness to challenge and think differently.

Education, Qualifications & Experience

• Strong academic background, to degree level or above in a numerate field is essential.
• Formalised training or demonstrable strong experience in SQL is preferable.
• Experience interrogating large complex datasets to derive insight is important.

• Minimum 1 year Data Analyst experience is an advantage.

• Experience using Python or R for data analysis is an advantage.