Performance Analyst – Customer Operations team

ABOUT FLUTTER ENTERTAINMENT:
Flutter Entertainment is the world’s largest sports betting and iGaming operator with 13.9 million average monthly players worldwide and an annual revenue of $14Bn in 2024. We have a portfolio of iconic brands, including Paddy Power, Betfair, FanDuel, PokerStars, Junglee Games and Sportsbet.

Flutter Entertainment is listed on both the New York Stock Exchange (NYSE) and the London Stock Exchange (LSE). In 2024, we were recognized in TIME’s 100 Most Influential Companies under the 'Pioneers' category—a testament to our innovation and impact. Our ambition is to transform global gaming and betting to deliver long-term growth and a positive, sustainable future for our sector. Together, we are Changing the Game!

Working at Flutter is a chance to work with a growing portfolio of brands across a range of opportunities. We will support you every step of the way to help you grow. Just like our brands, we ensure our people have everything they need to succeed.

FLUTTER ENTERTAINMENT INDIA:
Our Hyderabad office, located in one of India’s premier technology parks is the Global Capability Center for Flutter Entertainment. A center of expertise and innovation, this hub is now home to over 900+ talented colleagues working across Customer Service Operations, Data and Technology, Finance Operations, HR Operations, Procurement Operations, and other key enabling functions.

We are committed to crafting impactful solutions for all our brands and divisions to power Flutter's incredible growth and global impact. With the scale of a leader and the mindset of a challenger, we’re dedicated to creating a brighter future for our customers, colleagues, and communities.

ABOUT THE TEAM:
This is an ideal opportunity for someone early in their analytics career who is eager to learn, grow and make a measurable impact on our customer experience through data driven insights.

As a Performance Analyst, you will be a key member of the Customer Operations Data Insight & Performance team. This team is central to the success of Customer Operations in Flutter UK & Ireland. Our mission is to provide accurate performance measurement for Customer Operations, complemented by actionable insights that drive improvement in operational efficiency and customer experience.

ABOUT THE ROLE:
Your primary responsibility will be performance measurement. You shall play a key role in our regular performance reviews with Ops teams, creating and delivering the reports and presentation decks that track our performance against key targets.

WHAT YOU WILL DO:

Performance Reporting: Create and deliver comprehensive performance reports and presentation decks for our weekly and monthly operational performance reviews.
Stakeholder Updates: Prepare and maintain performance overview content that is shared with senior leadership and key business-wide forums (e.g. monthly/quarterly business reviews).
Self-Serve Analytics: Design, build, and maintain intuitive, self-serve dashboards in Looker to provide operational teams with access to performance data.
Drive Continuous Improvement: Analyse performance data, post extracting and cleaning it, to identify trends, highlight areas of opportunity, and support our goal of improving operational efficiency and customer experience.
Enable Real-Time Monitoring: Ensure that all Customer Operations teams have the necessary data and tools to effectively monitor and manage their day-to-day performance.
Ad-hoc Analysis: Respond to ad-hoc data analysis requests from stakeholders to provide timely answers to operational questions.
Documentation: Maintain clear documentation for all reporting processes and work to ensure metric definitions are consistent and trusted across all outputs.

WHAT YOU WILL NEED:

Technical Competencies:

Strong data manipulation and extraction skills using the following: SQL (Redshift or similar DBMS), R or Python.
Demonstrable analytical and problem-solving skills.
Familiarity with data visualisation platforms like Tableau, Looker, Power BI or similar.
Ability to take large amounts of information and present it to non-experts in a highly visual format.
Great attention to detail and ability to execute flawlessly at speed.
Strong communication skills and a willingness to challenge and think differently.

Qualifications required:

1 to 2 years of relevant work experience as a Data Analyst or Business Analyst
Bachelor’s degree in a quantitative field such as Science, Mathematics, Economics, Statistics
Formalised training and proficiency in SQL.
Experience interrogating large complex datasets to derive business insights.
Experience using Python or R for data analysis is an advantage.

BENEFITS WE OFFER:

Access to Learnerbly, Udemy, and a Self-Development Fund for upskilling.
Career growth through Internal Mobility Programs.
Comprehensive Health Insurance for you and dependents.
Well-Being Fund and 24/7 Assistance Program for holistic wellness.
Hybrid Model: 2 office days/week with flexible leave policies, including maternity, paternity, and sabbaticals.
Free Meals, Cab Allowance, and a Home Office Setup Allowance.
Employer PF Contribution, gratuity, Personal Accident & Life Insurance.
Sharesave Plan to purchase discounted company shares.
Volunteering Leave and Team Events to build connections.
Recognition through the Kudos Platform and Referral Rewards.

WHY CHOOSE US:
Flutter is an equal-opportunity employer and values the unique perspectives and experiences that everyone brings. Our message to colleagues and stakeholders is clear: everyone is welcome, and every voice matters. We have ambitious growth plans and goals for the future. Here's an opportunity for you to play a pivotal role in shaping the future of Flutter Entertainment India.