Reporting Analyst

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Key Information

Job title: Reporting Analyst 
Salary: Circa £37,000 
Grade: Band 2 
Contract type: TfL Permanent        
Reference: 2427
Team: Contact Centre Operations                         
Directorate: Customer 
Contract details: Permanent      
Location*: Endeavour Square, Hybrid Working* 

Application closing date: 21/07/2025 at 23:59pm  

We may close this advert early if we receive a high volume of suitable applications.   

*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.  

All offers of employment are subject to satisfactory right‑to‑work checks.  Candidates must be able to demonstrate their right to work in the UK.  At the present time TfL is unable to offer visa sponsorship for this role.  

Overview of project/role

Do you have a passion for turning data into actionable insights? Can you help support a team’s transition to automated BI reporting solutions? Are you curious, innovative, and committed to improving customer experience?

If you’ve answered ‘yes’, then we’re looking for someone just like you to join Contact Centre Operations (CCO) as a Reporting Analyst!

With over three million customer contacts every year, CCO exists to care for our customers. We play a vital role in delivering the Mayor’s Transport Strategy by ensuring a ‘Good Public Transport Experience’ - we resolve queries, reunite lost property, provide face-to-face support in our Visitor Centres, and ensure safety issues are addressed promptly. Behind the scenes, we rely on accurate, timely, and insightful data to make this happen - and that’s where you come in.

As a Reporting Analyst you’ll work within a team of up to 6 other analysts and administrators to deliver strategic insight and performance intelligence that informs decision-making at the highest levels. Your work will contribute to developing CCO operations, embed the voice of the customer across TfL, and drive continuous improvement in our operations.

What you’ll be doing:

• Working within the Reporting & Insights team to produce high‑quality dashboards, Management Information, and performance reports that support effective decision‑making.
• Producing clear, accurate interpretation, commentary, and insights on operational and customer trends.
• Working with the Reporting and Insights Manager to embed Business Intelligence tools and improved reporting processes, helping reduce reliance on manual Excel reporting and contributing to automated, innovative solutions.
• Providing proactive, customer‑focused insights from queries, complaints, and feedback to inform both short and long‑term strategic planning across TfL.
• Championing good data governance and ethical data use while ensuring all reporting activity complies with GDPR requirements.
• Collaborating with colleagues to enhance reporting practices and contribute to ongoing improvements in data quality, processes, and outputs.

A Day in the Life of the Reporting Analyst

Working in the Reporting and Insights team means every day brings something different. One morning, you might be reviewing dashboards and preparing performance updates for senior leaders, making sure the data clearly reflects trends in customer satisfaction and operational efficiency. Later, you could be meeting with stakeholders to walk through insights from complaint patterns and discuss how these findings can support service improvements.

You may spend part of your day contributing to transformation work - helping to structure data for new reporting tools, refining ETL pipelines, or supporting automation that reduces manual effort and risk. In the afternoon, you might be collaborating with TfL’s wider data community to explore new analytical techniques or preparing analysis that feeds into strategic discussions at senior levels. Throughout it all, you’ll be managing your workload effectively, ensuring outputs are accurate, well‑structured, and impactful.

What we’re looking for (E=Essential):

• Experience producing accurate performance reports and dashboards within operational, customer‑focused environments. (E)
• Proficiency in business intelligence tools, particularly Power BI and advanced Excel and experience of automating manual reporting processes, particularly using the Power Apps suite (E)
• Technical proficiency in Power BI and Power Query, with a strong understanding of best‑practice data preparation techniques aligned to Fabric adoption (E)
• Able to interpret complex datasets and present clear, actionable insights that support operational and strategic decisions. (E)
• Confident communicator with experience engaging stakeholders, gathering reporting requirements and presenting findings in a clear, structured way. (E)

This is a role for someone who thrives on making data meaningful and impactful. If you’re ready to lead a team that turns numbers into stories and insights into action, we’d love to hear from you.

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 

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

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

Vetting Process

At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter (https://tfl.gov.uk/corporate/careers/our-vetting-process) explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.