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
