Description
The
Portfolio Performance Analyst
is a key analytical role focused on understanding and optimising the performance of Global Payments existing customer base. With a deep understanding of the customer lifecycle and retention dynamics, this role is accountable for measuring revenue and volume
performance, identifying drivers of churn and retention, and uncovering commercial and product upsell opportunities within the back book portfolios.
The jobholder will translate complex raw data into clear, purposeful insights, automated dashboards, and value-adding commentary using Google's suite of tools and other relevant platforms.
These insights will directly inform and guide future strategies for customer retention, proactive engagement, and revenue growth, contributing directly to key Customer Success outcomes like Net Revenue Retention (NRR) and reduced churn.
Key Responsibilities:
* Be accountable for the accurate, timely, and insightful production of monthly and quarterly performance reporting focused on the existing customer portfolio, including:
* Customer Success metrics (e.g., Customer Retention Rate, Churn Rate, Net Revenue Retention - NRR).
* Analysis of revenue and volume performance trends within the back book.
* Insights related to Customer Lifetime Value (CLTV).
* Reporting aligned to Consumer Duty and Voice of the Customer (VoC) initiatives, highlighting areas for improved customer outcomes.
* Production of executive summaries and Board-level reports.
* Build, produce, and maintain a single, consistent view of customer attrition and retention across all relevant portfolios, ensuring accurate reporting on both merchant volume and revenue impact.
* Develop and manage dashboards and scorecards (e.g., a Consumer Duty scorecard, Portfolio Performance Scorecards) that provide clear visibility into key performance indicators and ensure consistent reporting standards across different segments or entities.
* Proactively analyse customer behaviour data (e.g., transaction patterns, support interactions, product usage) to identify leading indicators of churn and potential upsell/cross-sell opportunities.
* Support the creation and refinement of customer contact datasets for targeted campaigns, leveraging predictive models (internal AI, Scheme data, etc.) to identify customers most likely to churn for proactive retention efforts. Measure and report on the success and impact of these initiatives.
* Perform detailed customer segmentation, cohort analysis, and other relevant analytical techniques to understand performance drivers and identify distinct customer groups for targeted strategies.
* Provide value-adding commentary and strategic insights on all produced MI and dashboards, translating data into a compelling narrative that highlights key trends, identifies performance gaps, explores opportunities, and provides actionable recommendations to hit and exceed revenue and volume targets.
* Ensure strong attention to detail and data accuracy, particularly for reports used for external partner governance, regulatory reporting requirements, and internal calculations like sales commissions.
* Upon identifying new reporting requirements or business questions, independently extract, transform, and analyse relevant data from CRM and data warehousing systems to produce user-friendly reports or dashboards with relevant performance-driving commentary and suitable KPIs.
* Collaborate and communicate clearly and confidently with multiple stakeholders across the business, including Customer Success Managers, Retention Specialists, Marketing, Product teams, and senior leadership, acting as a key business partner who empowers them with data-driven insight and direction.
* Drive the adoption and consistent use of standardised portfolio reporting tools and methodologies across relevant teams.
* Continuously seek opportunities to innovate, streamline, and automate reporting processes using available tools to improve efficiency and reduce manual effort.
Competencies (Knowledge, Skills, Abilities & Behaviours):
* Minimum of 3+ years of experience in a Business Analyst, Data Analyst, or similar analytical role, with significant experience in analysing existing customer portfolios and performance trends.
* Proven experience in creating meaningful, clear, and insightful dashboards and reports using MI/BI tools such as Google Data Studio, PowerBI, Tableau, or similar.
* Strong ability to manipulate, query, and analyse large quantities of complex data using tools like Google Sheets (advanced), Excel (advanced), and ideally SQL or other data querying languages.
* Experience with, or understanding of, statistical analysis concepts and predictive modelling, particularly as applied to customer behaviour and churn prediction.
* Excellent communication skills (written, oral, and presentation) with the ability to translate complex data and analysis into clear, understandable, and compelling insights for both technical and non-technical audiences.
* Strong interpersonal skills with the ability to collaborate effectively and influence stakeholders at various levels.
* Highly numerate with strong analytical and problem-solving skills.
* Self-motivated, high-performing, and goal-oriented with the ability to work effectively under tight timescales and prioritize multiple tasks.
* Ability to innovate, streamline, and automate reporting processes to improve efficiency.
Professional Qualifications:
* Graduate or actively studying towards a relevant degree or professional qualification in a quantitative field such as Business Information Systems, Mathematics, Statistics, Finance, Data Science, Economics, or a related discipline; or equivalent demonstrable experience in a relevant analytical role.