Performance & Analytics Specialist

London, England, United Kingdom

3/27/2025

Salary - Circa; £59,000

Location – Croydon with hybrid working

Contract Type – Perm, TfL

Hybrid working within this role enables a balance of 50 per cent of time split between the office and home over a 4-week period. Hybrid working arrangements can evolve subject to business requirements.

Overview Of Project/role

Accountable for establishing, monitoring and delivering performance management activities for London Trams (LT), working closely with the operator, Trams Operations Limited (TOL) to drive continuous improvement, enhance the customer experience and plays a pivotal role in contributing to driving the strategic direction. The role will own development and delivery of LT performance and reliability improvement plans and facilitate decision making. Through the compilation, analysis and provision of data relating to operational performance this role will provide management information about root cause, trends and proactively propose appropriate solutions or mitigations. The post holder will ensure operational data accuracy to allocate lost performance and drive compensation between LT and TOL.

Key Accountabilities

• Own, design and manage the LT performance and data analysis regime (facilitating resolution and agreement with TOL) in close collaboration with business stakeholders and act as the single point of contact. Identify where to prioritise efforts against the operational scorecard and drive continuous operational improvement
• Manages the remit of analytics, research, and performance benchmarking. Responsible for ensuring high standards of data intelligence, interrogation, and accuracy of data sets between LT and TOL to identify key trends and undertake root-cause analysis. Take proactive ownership of activities and enable data led strategic decision making
• Explain the local action plan, to support team members in their understanding of what needs to be done, and how this relates to the broader business plan and the organization's strategy, mission, and vision; motivate people to achieve local business goals.
• Own and manage converting large and technical data sets into simplified reports with recommendations for internal stakeholders to target performance themes and influence decision-making
• Lead creation and drive business adoption of business intelligence systems (Power BI) through the development of automated reporting and dashboards. Set and define next level improvement of the LT performance management regime
• Work with key senior stakeholders to supply relevant data insights to drive improvements in ridership, customer satisfaction scores, recovery of revenue generation and lead development of performance improvement plans
• To formulate data related to planned and unplanned closures such as scheduled KM, lost revenue, lost passenger numbers and costs associated with the closure building a knowledge base of true impact to enhance the phasing and delivery of planned and unplanned closures to share with wider stakeholders
• Provide analysis of working timetables (e.g. during planned and unplanned closures) and support development of future timetables that provide a more consistent and reliable service for planned customer journey's
• Provision of performance information and data related to contracts managed by the Service Delivery team to create improved visibility and monitoring of contracts performance, obligations and milestones to support complex negotiations and variations that offer best value for TfL
• Work across LT, influencing the senior management team outside of Service Delivery by preparing and securing support for performance improvement initiatives and identify opportunities for efficiencies. Represent HoSD at relevant senior forums.
  
  

Skills

Skills, Knowledge & Experience

• Strong communication and presentation skills, both oral and written, and experience of liaising with people at all levels of the organisation.
• Excellent attention to detail.
• Flexible and able to work on own initiative, influencing and challenging senior leadership.
• Strong track record of collaborating and partnering successfully with a wide variety of stakeholders (including external where contractual and financial tensions need to be managed) from multiple disciplines to achieve a goal.
• Excellent data analytics and data extrapolation skills with the ability to use Power BI. Able to define and manage performance metrics in a complex operational environment.
• Proficient in the use of MS Office 365, with a high degree of competency in Excel.
  
  

Knowledge

• Excellent knowledge of analytical techniques and an analytical approach to problem solving
• Data and performance analysis and management techniques, tools for processing, benchmarking methods and tracking of benefits realisation
• Good level of commercial awareness, ideally in Contract Management or Operations
• Knowledge of business case development and decision making processes
  
  

Experience

• Demonstrable experience of working accurately with large volumes of data and undertaking complex analysis
• Experience of interpreting and communicating complex information clearly and concisely.
• Extensive experience with performance management tools highly preferable.
• Experience of presenting complex technical issues verbally and in writing to senior management and to negotiate on such issues.
• Experience of computer systems, analytical and statistical software and the application of those systems to large datasets.
• Ideally have experience of using asset management systems (such as MAXIMO) (desirable)
  
  

Equality, diversity and inclusion

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Application Process

Please apply using your CV and a two page covering letter.

Think carefully about the skills, knowledge and experience in the advert and cover this in your CV and cover letter. PDF format preferred and do not include any photographs or images

The closing date for applications is Friday 11th April @ 23:59

Benefits

In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the business area but mostly include:

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel
  
  

Organisation

London Trams Operations

Job

Analytics

Position Type

Full Time