Location
Central London, with successful applicants expected to be office based 3 days per week in any HMCTS office (subject to business availability).

Hours
Full Time

Salary
£53,081 per annum

About the Role
HM Courts and Tribunals Service (HMCTS) supports the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes. HMCTS Digital and Technology Services (DTS) is a specialist technology directorate providing IT and digital support. DTS offers brilliant training opportunities, flexible working, an inclusive culture, and values your opinion.

As a Senior Performance Analyst, you will work proactively within a multidisciplinary agile team to define success, develop hypotheses, implement tracking, ensure data accuracy, and provide actionable insights through storytelling and data visualisation.

Your primary focus will be analysing digital service performance against measurement frameworks, while also working with operational, contact centre, and non-digital service data. Your insights will guide prioritisation, supporting user researchers, designers, and product owners to improve the online user experience.

Key responsibilities include developing and implementing performance frameworks, using Google Tag Manager and Google Analytics to monitor user behaviour, synthesising data to identify user experience issues affecting digital adoption, collaborating with cross-functional teams to use evidence for decision-making, applying analytical techniques to tell compelling stories, turning data into insights using tools like Looker Studio and PowerBI, contributing to performance packs for service boards, and actively supporting HMCTS’s performance analysis community.

Experience
- Proven experience as an analyst with broad knowledge of digital and data analysis tools and techniques.
- Skilled in communicating analysis and insights effectively to teams and stakeholders, including presenting both positive and negative information constructively.
- Experience developing and using performance measurement frameworks, including setting and reporting on KPIs.
- Proficient with digital performance management tools such as Google Analytics and Google Tag Manager.
- Ability to understand and explain constraints to senior stakeholders, including data privacy and security considerations.
- Familiarity with user-centred approaches, integrating digital analytics with qualitative user research to develop actionable recommendations.
- Competence in data validation, verification, cleansing, and communicating data limitations.

About you
- Collaborative team player who supports delivery and develops others through coaching and mentoring.
- Experience working in large digital transformation programmes, preferably within government.
- Highly numerate with strong analytical and problem-solving skills.
- Able to work proactively in an agile environment and communicate complex data insights clearly.
- Committed to continuous improvement and embracing change.

Qualifications
- Relevant experience and skills are essential; specific formal qualifications are not stated but proficiency in data analysis tools and frameworks is expected.
- Understanding of Government Digital and Data (GDD) Profession Capability Framework and Success Profiles Frameworks is desirable.