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 ...

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