Senior Performance Analyst

Want to do the best work of your life? With 24 million customers in 6 countries, make your mark at Europe’s leading media and entertainment brand. A workplace where you can proudly be yourself; our people make Sky a truly exciting and inclusive place to work.

Join Our Team as a Senior Performance Analyst—Be at the Heart of Customer Experience Excellence

Are you ready to lead the charge in optimising customer journeys? As a Senior Performance Analyst in our Digital Service Group, you'll be part of a small, dynamic team collaborating with a wide range of stakeholders, from data experts to senior leadership. Your role will involve analysing how customers engage across key touchpoints like sky.com, the MySky app, and interactive TV. Using your expertise in tools such as Adobe Analytics and SQL, you'll uncover insights that will directly influence and shape our service strategies.

You will:

• Provide insights from a range of channels, including sky.com, the MySky app, interactive TV, messaging/bots, and contact centres.

• Work alongside the wider Performance team to deliver our insights strategy and support the wider business initiatives.

• Lead a small team in the timely completion and deliver various data asks from our stakeholder group.

• Manipulate data from a variety of insight tools to identify optimisation opportunities in customer journeys.

• Support tracking of KPIs, highlighting to stakeholders any significant changes in business performance or trends that they should react to.

• Proactively support deep dive insight and regular analysis to provide stakeholders with the information that they require to make optimisation, delivery, and strategy decisions

You’ll have:

• Experience of managing large data sets, as well as previous experience of Adobe or Google Analytics, or an equivalent.

• An innate curiosity with the determination to find answers to often complex questions.

• Demonstrable experience of telling stories and developing a narrative from data.

• An eagerness to learn and develop new skills and techniques that will push the boundaries of what can be delivered

• The ability to balance accuracy and detail with the need for quick turnaround.

• Strong collaborator and communicator with adaptable presentation skills, depending on audience

• Experience with things like SQL, Tableau, Looker Studio, R, Python, or equivalents is essential.

Team Overview 

We are a small group of six working within the Customer Service Group in Sky.  Our primary focus is on our ability to generate insight on our digital customer journey experience, which we deliver to the business through positive and robust relationships with stakeholders across our agile change functions.

Customer Service Group 

In our Customer Service Group Team, we aim to offer the best customer service through our amazing people. Whether you’re a frontline colleague speaking to a customer, or one of brilliant support people, you’ll have the passion for creating great experiences for our people and our customers. We help connect our customers to the products and entertainment that they love, and as part of our fast-paced team, no two days are the same. 

The Rewards  

There's one thing people can't stop talking about when it comes to #LifeAtSky: the perks. Here’s a taster: 

• Sky Q, for the TV you love all in one place 

• The magic of Sky Glass at an exclusive rate 

• A generous pension package 

• Private healthcare 

• Discounted mobile and broadband 

• A wide range of Sky VIP rewards and experiences 

How you'll work: 

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. 

We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process. 

Your Office Base: 

Multiple options available (Dunfermline, Livingston, Leeds, Osterley, Newcastle, Stockport, Sheffield).

Inclusion: 

At Sky we don’t just look at your CV. We’re more focused on who you are and your potential. We also know that everyone has a life outside work, so we're happy to discuss flexible working. 

We are a Disability Confident Accredited Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can. 

Why wait?  

Apply now to build an amazing career and be part of a brilliant team. We can’t wait to hear from you. 

To find out more about working with us, search #LifeAtSky on social media.

Just so you know: if your application is successful, we’ll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.