Analyst – Monitoring and Performance (Digital Services)

About the role

The Analyst – Monitoring and Performance will ensure the reliability and efficiency of our digital services and platforms. Working within the Digital Services division, you will monitor performance, identify issues, and support continuous improvement across the end‑to‑end customer journey.

Key responsibilities

• Monitor the performance of digital channels, products, portals and tools, proactively detecting issues, risks and degradation.
• Interpret monitoring metrics and KPIs, providing recommendations for product enhancements.
• Conduct regular performance reviews, generate insights and actionable recommendations to drive optimisation, growth and revenue.
• Design and document end‑to‑end user journeys, functional specifications, user stories and process flows.
• Participate in requirement elicitation with stakeholders and capture business and functional requirements.
• Support the full product lifecycle from ideation through testing, launch and post‑launch optimisation, including UAT, QA and pre‑deployment validation.
• Ensure tracking and performance methodologies comply with legal and data‑privacy regulations.
• Collaborate with the Digital Business Growth team to develop and withdraw digital content ecosystem features, maintaining roadmap alignment.
• Gather feedback from internal and external users and investigate customer‑impacting issues such as platform downtime, API failures or integration defects.

Required profile

• First‑degree qualification in a related discipline.
• Fluent English communication skills.
• 3–7 years of experience, including work in a medium‑sized organisation.
• Knowledge of agile methodologies.

Required skills

• Monitoring and KPI analysis.
• User Acceptance Testing (UAT) and Quality Assurance (QA) processes.
• Agile methodology experience.
• Understanding of API performance and integration troubleshooting.