Welcome to Transport for London Careers
Take a look at job opportunities with us and you may be surprised at what you discover: a rich heritage, a commercial outlook, an iconic brand, a unique public service. It all adds up to make Transport for London a great place to develop your career. Here you can start your journey!
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.
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:
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. Throughout it all, you’ll be managing your workload effectively, ensuring outputs are accurate, well‑structured, and impactful.
What we’re looking for (E=Essential):
This is a role for someone who thrives on making data meaningful and impactful. If you’re ready to lead a team that turns numbers into stories and insights into action, we’d love to hear from you.
Application Process
Equality, diversity and inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:
Final salary pension scheme
Free travel for you on the TfL network
Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
30 days annual leave plus public and bank holidays
TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
Private healthcare discounted scheme (optional)
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers
Discounted Eurostar travel
We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.
Vetting Process
At Transport for London, safety, trust and fairness sit at the heart of how we recruit. Our Vetting Charter ( https://tfl.gov.uk/corporate/careers/our-vetting-process) explains the checks we carry out before you join us, helping ensure we create a safe, inclusive and reliable network for everyone who depends on our services. We simply ask that the information you provide is honest and accurate so we can progress your application smoothly. If something doesn’t match or can’t be verified, we may not be able to move forward with your application, but we’ll always treat you with transparency, respect, and clear communication throughout.
Every day, we help millions of people to make journeys across London: By Tube, bus, tram, car, bike – and more. People don’t associate us with journeys by river, on foot or via the air, but we help with that, too. Getting people to where they need to go has been our business for over 100 years, and it shows. We’re leaders in our field, and no other city’s transport system is quite as recognisable: Red buses, black taxis, Tube trains and roundels have become icons in their own right.
Our main job is to keep the city moving, working and growing but to do that, we have to listen. Constant improvements across the network are fuelled by feedback and comments from customers, as well as work within communities, representative groups, businesses and other London transport stakeholders.
But our progress also depends on technology and data. With the future at our fingertips, we’ve already used it to revolutionise travel payments (think Oyster and contactless payment cards), and improved travel information. Tech and data is essential, not just to our future, but to others’: third parties use our data to power apps and services vital to customer journeys.
So what’s next? As well as continuing to deliver Mayor of London, Sadiq Khan’s strategy and commitments on transport, our programme of capital investments is still one of the largest. We launched the Elizabeth line, we’re modernising services and stations and making travel safer for all.
