Performance Analyst

Key Information

Job title: Performance Analyst

Salary: Circa £36,250     Grade: Pay Band 2

Contract type: TfL     Reference: 2805

Team: Road User Charging     Directorate: Chief Customer & Strategy Officer

Contract details: Full-time     Location: Stratford (E20) or Coventry with hybrid working
The successful candidate may be based in Stratford or Coventry, but the role requires some travel between both offices, for which travelling expenses will be provided.

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

Application closing date: 16 November 2025

Overview of project/role

Road User Charging (RUC) is at the forefront of how TfL tackles congestion, air pollution, and climate change. From the Congestion Charge to the expanded Ultra Low Emission Zone, RUC schemes help shape a cleaner, more efficient city by encouraging sustainable travel and reducing car dependency. Behind the scenes, RUC manages complex systems, real-time data, and customer interactions to keep these schemes running smoothly. With new technologies and future-facing projects like account-based charging and dynamic pricing on the horizon, it’s an exciting time to be part of a team that’s helping London move smarter.

As a Performance Analyst, reporting to the Performance Manager, you’ll be diving into performance data across the Licensing, Regulation and Charging directorate. Your insights will help shape how we manage and improve services across all Road User Charging schemes—like Congestion Charging, Air Quality initiatives, and Traffic Enforcement Notice Processing—as well as Taxi & Private Hire. You’ll be turning numbers into meaningful stories, providing clear, actionable information that helps teams make smarter decisions and deliver better outcomes.

Key Accountabilities

Your duties will include, but not be limited to:

• Develop and manage performance analysis tools, processes and systems to support high-quality operational insight across RUC and TPH
• Monitor and analyse day-to-day performance data, identifying trends, issues and opportunities for improvement
• Liaise with service providers to address performance concerns, promote continuous improvement and ensure value for money
• Produce clear, accurate reports for internal and external audiences, including responses to FOIs and Mayoral Questions
• Deliver insightful commentary that adds analytical value to performance data and supports decision-making
• Contribute to strategic planning by supporting the development of KPIs, work programmes and budget forecasts
• Represent the team in meetings, workshops and presentations, deputising for the Performance Manager when needed
• Support colleagues across the team during peaks in workload or absence, working flexibly within a matrix structure
• Champion safety by understanding and supporting the Surface Safety vision: “Everyone home safe and healthy every day”

Skills, Knowledge & Experience

Skills

• An ability to use data analytics to drive performance (Essential)
• Working effectively with IT based data systems (Essential)
• Ability to rapidly understand and analyse new information while challenging assumptions, identifying conflicting information and resolving inconsistencies (Essential)
• Takes responsibility for own work, ensuring that accuracy and timeliness standards are adhered to (Essential)
• High standard of written English and numeracy and communication skills (Essential)
• Exceptional organisational skills, including decision making and creative thinking (Highly desirable)
• Recognise the importance of customers and demonstrate a commitment to ensuring they are satisfied and well served (Highly desirable)

Knowledge

• Ability to interpret and present findings in a clear, concise manner (including the creation and use of tables, charts and graphics to summarise results) and to convey outputs from complex data models in a way that can be clearly understood by non-technical audiences (Essential)
• Application of advanced analysis methodologies (Essential)
• Educated to Degree level or equivalent (numerical discipline preferred) (Highly desirable)
• Detailed knowledge of management information systems and the modelling and implementation of complex performance indicator regimes (Highly desirable)
• Understanding of relevant supplier contractual arrangements (Desirable)
• Ability to understand and contribute to the development of contractual documents and requirements (Desirable)

Experience

• Experience and sound understanding of Management Information systems and data dimensions (Essential)
• Relevant experience in a similar position in a corporate or public sector environment (Essential)
• Extensive experience of data management, analysis and reporting including the use of database and spreadsheet applications, with the ability to use complex models and specialised Business Intelligence tools and applications (e.g. COGNOS / Business Objects) (Essential)
• Experience in contributing to the design, through to implementation, of management information systems and contractual performance indicators (Highly desirable)
• Experience in the representation of an organisation internally and externally to stakeholders in a high profile, or politically sensitive environment (Desirable)
• Experience of interaction between operational management information and project and programme management information (Desirable)

Application Process

• Please apply using your CV and a one-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

Other information

Interviews for this role are provisionally scheduled to take place during the week commencing 15 December 2025.

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.

Benefits

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

• 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

NPL Applications

Applications to internally advertised roles can only be accepted from temporary workers who are on PAYE terms via agency, or PAYE via Umbrella Companies. Temporary workers who are paid through their own limited companies are not covered by the Agency Worker Regulations and are ineligible to apply. NPL’s are not eligible to apply for secondment opportunities.

We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.