Performance Analyst
Location: Leeds/Glasgow
Contract Type: Permanent
DLG is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of DLG or thinking about joining us, you'll have the chance not only to be recognised for your skills, but also to build on them and be empowered to do your very best.
What you'll be doing
Green Flag is a leading roadside assistance provider committed to delivering reliable, efficient, and customer‑focused services. 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.
Working closely with the Performance Optimisation & Change (PO&C) team, operational leaders, and cross‑functional stakeholders, the role ensures that high‑quality, data‑led insight consistently informs performance optimisation initiatives, change activity, and business planning.
Your key responsibilities will be:
1. Analyse operational and performance data to identify trends, themes, risks, and opportunities across Customer Roadside and Network teams.
2. Gather, validate, and interpret data from multiple sources, ensuring accuracy, consistency, and relevance of reporting.
3. Translate complex data and statistical outputs into clear, engaging narratives and actionable insights for non‑technical stakeholders.
4. Produce concise, user‑friendly performance packs, dashboards, and insight summaries for operational leaders and senior stakeholders.
5. Ensure insight outputs are accurate, timely, and aligned to business priorities and governance requirements.
6. Maintain a strong understanding of operational processes and performance drivers to ensure reporting is meaningful and contextually relevant.
7. Provide data‑led insight and recommendations to support performance optimisation, change initiatives, and business improvement plans.
8. Ensure reporting, analysis, and recommendations are compliant with quality standards and governance requirements.
What you'll need
9. Strong analytical capability with the ability to interpret and draw insight from complex datasets.
10. Demonstrable understanding of operational performance drivers, metrics, and end‑to‑end processes within a call centre environment is preferable.
11. Strong critical thinking, problem‑solving, and data‑driven decision‑support skills.
12. Ability to communicate analytical findings clearly and translate them into actionable recommendations.
13. Effective stakeholder management, with the ability to build strong collaborative relationships.
14. Advanced Microsoft Excel skills are essential.
15. Experience with reporting and data visualisation tools (e.g., Power BI, Tableau) desirable.
16. Strong planning, organisation, and time‑management skills, able to balance multiple priorities effectively.
17. Structured, logical, and flexible approach to work, adapting to changing business needs.
Hybrid Working
Our hybrid model offers a ‘best of both worlds’ approach. When you'll be in the office depends on your role and team, but colleagues spend at least 50% of their time in the office across the month.
Benefits
We recognise we wouldn't be where we are today without our colleagues, that's why we offer excellent benefits designed to suit your lifestyle:
18. Employer contributed pension
19. Annual company bonus
20. Discounts on Insurance products
21. Generous holiday allowance
22. Flexible benefits package including optional health and dental insurance
23. Buy as you earn share scheme
24. Employee discounts and cashback
25. Plus, many more
We want everyone to get the most out of their time at DLG. That’s why we've looked beyond financial rewards and created an offer that considers your whole life. Supporting our people to work at their best—whatever that looks like—and offering real choice, flexibility, and a greater work‑life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They're about recognising who you are and the life you live.
Be yourself
Direct Line Group is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We're delighted to feature as one of the UK’s Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.
We know you're more than a CV, and the things that make you are what bring potential to our business. We recognise and embrace people that work in different ways, so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.
Direct Line Insurance Group is now owned by Aviva Plc. If you are successful in your application, you may initially receive a Direct Line offer and contract of employment; however, your employment will transfer to Aviva Employment Services Limited from 1 July 2026 under TUPE. From that date, some terms and conditions of employment will change, including bonus and pension arrangements.