Performance Analyst

Job Overview

About The Role

Ready to roll up your sleeves and dive into the world of data? This isn't your average analyst gig - you'll be the go-to person for turning numbers into stories that help our Sales and Mobiles teams shine. You'll work with brilliant people, tackle chunky datasets, and spot opportunities that make a real difference. If you love the buzz of seeing your insights drive better results, and you're happiest when you're helping others succeed, you'll fit right in. We're all about making things clearer, faster, and more fun - so bring your energy and let's get stuck in!

Here's What You Can Expect To Be Doing

You'll analyse key KPIs like Sales Conversion, Plan Conversion, SVL, AHT, ASA, CSAT, and behaviour-based metrics to spot trends and opportunities. You'll dig into disposition data to understand why customers contact us, highlight emerging risks, and feed insights into our forecasting processes. Regular conversations with Team Managers will help them get maximum value from the data, and you'll provide evidence-based recommendations for coaching and sales improvement.

You'll own and maintain all operational reports, including End-of-Day updates, ensuring accuracy and consistency. Continuous improvement is at the heart of this role - you'll always be looking for smarter ways to help the operation understand their performance, recommending enhancements to processes, reporting, dashboards, and behavioural focus areas. Building, maintaining, and refining performance dashboards using Power BI, SQL, and Excel will be part of your day-to-day, ensuring a 'single version of the truth' for performance data.

A Few Things About You

• You work with a curious, proactive, and improvement-driven mindset, always seeking deeper understanding and new insight.
• You act as a partner and critical friend to operational leaders - supportive, but confident in calling out risks and behaviour trends.
• You communicate insights in a clear, simple, and actionable way tailored to operational audiences.
• You build strong working relationships with Team Managers and Ops Managers, ensuring they trust the data and value your input.
• You maintain high levels of rigour, accuracy, and reliability in everything you deliver.
• You work with pace, flexibility, and a focus on helping the operation make better decisions.

A Bit About Us

We're big on appliances and electricals, REALLY big. Washing machines, fridge freezers and TVs? They're our bread and butter. Mobiles, Airwraps and Ring doorbells? Yep, those too. If it plugs in, powers up or makes life easier, AO probably has it.

But we're more than that… For over 25 years, trust has been at the heart of everything we do, helping us become the UK’s most trusted electrical retailer. Our customers rate us 4.9 on Trustpilot from nearly ONE MILLION reviews and more 5-star ratings than any other UK electrical retailer, because they know they can rely on us and it's the exact same for our AOers too.

We truly believe it's more than just a job, we genuinely care about each other and our impact on making our customers lives easier, by helping them brilliantly. Everyone here knows how their role makes a difference. Our people are our superpower, so, when it comes to finding new AOers, we know it’s about more than just a CV, it’s about what makes you, YOU.

Our Benefits

Our benefits are designed to cover the moments that matter to AOers. From health and wellness to giving back - you'll be rewarded inside and outside of work.

• Holidays; 25 days, plus bank holidays (increasing to 27 days after 2 years with us!)
• Pension; Contribute 5% of your annual salary and we'll do the same, giving you a little extra support for the future.
• Be a VIP at the AO Arena; we have loads of opportunities to win free tickets and pre-sale access!
• Health & wellbeing; discounted gym membership, an onsite spa and our Help @ Hand scheme giving you access to virtual GP's, Mental Health support and much more.
• Discounts; exclusive discounts across our product range.
• Family leave; Enhanced Maternity, Paternity and Adoption leave.
• Making a difference; 2 fully paid days a year to donate your time to any charity of your choice.
• On site perks; start your day with free on site parking, grabbing a complimentary breakfast and a coffee at our in house coffee shop!

To see all our benefits and perks, visit our AO Benefits page.