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