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Performance Analyst

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Direct Line Group

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Location:
United Kingdom , Leeds ▼

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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Job Description:

Performance Analyst at DLG. The Performance Data Analyst plays a vital role in improving operational performance through the effective use of data, insight, and evidence-based recommendations. This role is responsible for analysing, interpreting, and communicating performance data to identify opportunities for improvement. The Performance Data Analyst will translate complex datasets into clear, accessible insight packs and dashboards that support informed decision-making across the Green Flag Customer Roadside, Network, and wider operational teams.

Job Responsibility:

  • Analyse operational and performance data to identify trends, themes, risks, and opportunities across Customer Roadside and Network teams
  • Gather, validate, and interpret data from multiple sources, ensuring accuracy, consistency, and relevance of reporting
  • Translate complex data and statistical outputs into clear, engaging narratives and actionable insights for non-technical stakeholders
  • Produce concise, user-friendly performance packs, dashboards, and insight summaries for operational leaders and senior stakeholders
  • Ensure insight outputs are accurate, timely, and aligned to business priorities and governance requirements
  • Maintain a strong understanding of operational processes and performance drivers to ensure reporting is meaningful and contextually relevant
  • Provide data-led insight and recommendations to support performance optimisation, change initiatives, and business improvement plans
  • Ensure reporting, analysis, and recommendations are compliant with quality standards and governance requirements

Requirements:

  • Strong analytical capability with the ability to interpret and draw insight from complex datasets
  • Demonstrable understanding of operational performance drivers, metrics, and end-to-end processes within a call centre environment is preferable
  • Strong critical thinking, problem-solving, and data-driven decision-support skills
  • Ability to communicate analytical findings clearly and translate them into actionable recommendations
  • Effective stakeholder management, with the ability to build strong collaborative relationships
  • Advanced Microsoft Excel skills are essential
  • Experience with reporting and data visualisation tools (e.g., Power BI, Tableau) desirable
  • Strong planning, organisation, and time-management skills, able to balance multiple priorities effectively
  • Structured, logical, and flexible approach to work, adapting to changing business needs

Nice to have:

  • Demonstrable understanding of operational performance drivers, metrics, and end-to-end processes within a call centre environment
  • Experience with reporting and data visualisation tools (e.g., Power BI, Tableau)
What we offer:
  • Employer contributed pension
  • Annual company bonus
  • Discounts on Insurance products
  • Generous holiday allowance
  • Flexible benefits package including optional health and dental insurance
  • Buy as you earn share scheme
  • Employee discounts and cashback

Additional Information:

Job Posted:
May 20, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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