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Service Performance Analyst

We are the world’s largest university press. We have both a worldwide reach and a personal understanding of local needs, partnering on the ground to adapt publications and resources to meet the individual needs of communities, societies, and countries. We partner with researchers, educators, and technology partners to stay ahead of the changing ways people around the world are accessing and sharing knowledge. With a presence in more than 50 countries and millions of customers around the world, an idea launched at OUP can have global impact.

About the Role

The role of Reporting Analyst is a key role within newly stood up Service Performance team whose responsibility is to generate data driven insight appropriate for consumption by the Press’s Executive Committee and the Directors of the eleven Centres of Excellence within the Technology and Operations organisation. This insight will allow the Press to put the customer at the heart of our services and therefore play an important role in the future success of the Press.

You will support the Head of Service Performance to deliver information in the form of data visualisations, reports, scorecards and dashboards. Through data gathering, analysis and interpretation of the information you will provide insights that will support and influence decisions and drive change. Working collaboratively with the Technology Operations’ individual CoEs, Strategic Partner Cognizant, Tech Ops Service Line Leads and Technical Business Partners, you will be pivotal in delivery of a holistic view of end-to-end service performance and customer experience.

This is an excellent opportunity for someone with strong analytical thinking, communication and presenting skills, and the ability to build long lasting partnerships to join a newly created and dynamic team with the Press.

Duties of the role will include:

  • Assist in the design & build of KPI reporting, covering various facets of service performance across Technology Operation
  • Establish standardised datasets and automation needed to efficiently update reports on an agreed schedule
  • Maintain databases and perform updates as necessary to ensure accuracy and quality
  • Identifying new sources of data and methods to improve data collection, analysis, and reporting
  • Deliver actionable insight through analysis of a varied set of data and information, from multiple different systems
  • Responsible for data visualisation using dashboards / scorecards to inform stakeholders
  • Recommending areas for change or improvement, based on inferences made from the data
  • Build strong working relationships with Cognizant, Service Leads, Technical Business Partners and key contacts in Technology Operations CoEs

We operate a hybrid working policy and expect this role to require approximately 1 day per week in the Oxford office. 

About You

You will have:

  • Demonstrable experience working with large data sets and data analysist tools
  • Experience in creating highly visual dashboards and scorecards
  • Understanding of KPIs, KQIs and SLAs and reporting against those
  • Experience in building relationships across different groups and functions
  • Stakeholder management from operational to senior level
  • End-to-end Service Performance reporting would be desirable but not necessary
  • Strong organisational and multitasking abilities, and be able to work on tight deadlines


We care about work/life balance here at OUP. With this in mind we offer 25 days’ holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect of working hours and the use of technology to support regular remote working, dependent on role. We also have a great variety of active employee networks and societies. 

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts. 

Please see our Rewards and Recognition page for more information.


Please contact with any queries relating to this role. 

We are committed to supporting diversity in our workforce, and ensuring an inclusive environment where all individuals can thrive. We seek to employ a workforce representative of the markets that we serve and encourage applications from all.

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OUP UK - Oxford
Great Clarendon Street, Oxford, Oxfordshire, UK, OX2 6DP
  • Division:
    Technology and Operations
  • Department:
    Service Management Office
  • Closing Date:
    8 June 2022
  • Salary:
    In the region of £40,000 dependent on skills and experience
  • Location:
    OUP UK - Oxford
  • Postcode:
    OX2 6DP
  • Full Time / Part Time:
    Full Time
  • Ref:

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