Are you passionate about turning data into meaningful insights that improve digital services?
Do you want to help shape how over 100,000 colleagues experience IT support across DWP?
We are looking for a motivated and analytical Associate Performance Analyst to join our Self-Service & User Experience team within User Support Services (USS). This is an exciting opportunity to contribute to the development of digital support services that benefit over 100,000 DWP colleagues.
As part of the Level 0 Self-Service team, you will be responsible for generating accurate, actionable insights into how users interact with the DWP Place platform, including Level 1 support, our Digi Virtual Agent, and Knowledge Management systems.
You will be involved in:
* Analysing large, continuous datasets to uncover trends and performance metrics.
* Using data tools and techniques to produce dashboards, reports, and forecasts that inform service improvements.
* Translating complex data into meaningful insights that support the delivery of USS’s self-service model.
* Collaborating with colleagues across DWP Digital to enhance the end-to-end user experience and ensure high-quality digital support services.
We’re looking for someone with:
* A passion for data and performance analysis.
* Experience in using query languages and data visualisation tools.
* Strong analytical thinking and attention to detail.
* A collaborative mindset and commitment to continuous learning.
You’ll be part of a vibrant digital community, working alongside experts who are dedicated to innovation and service excellence. DWP Digital offers a supportive environment for professional growth, with opportunities to develop your skills and make a real impact.
Digital Performance Analysts in DWP Digital support iterative design of services by analysing of a wide range of datasets and collaborating with User Researchers, Business Analysts and Data Scientists to create a holistic understanding of our systems, business and users.
A Digital Performance Analyst conducts analysis by developing and working with performance measurement frameworks, Key Performance Indicators, goals, user needs and benefits.
This is not just web analytics, in these roles you will collaborate closely with digital teams that build services for our citizens. You will develop measures from a variety of data sources that support teams to prove the value they add and ensure they meet the Government’s Digital by Default Service Standard.
You will be responsible for carrying out analysis and providing insights against the measures you have developed. Encouraging digital teams to always design and build with measurement and the value to the citizen in mind. Nurturing a user needs measurement culture in the teams you work with.
This is a key role, where a variety of stakeholders will depend on you to deliver accurate and actionable insights, to drive the focus and centralise the user in everything that we do.
Key responsibilities will also include:
* Helping develop and implement a comprehensive data approach that aligns with our business goals. This includes identifying key data sources and setting up data management practices.
* Supporting data analysis and visualisation - conducting advanced data analysis to uncover actionable insights will be a core task. Using analytical tools to interpret data, create visualisations, and present findings.
* Data governance and quality - ensuring data quality and adherence to governance standards is vital. Establishes data quality metrics, monitors compliance, and implements corrective measures when needed.
* Collaboration and training - promoting a data-driven culture requires collaboration and education. Work with different product and business areas to understand their data, gain insights and foster a culture of data literacy.
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