Lead Performance Analyst Newcastle upon Tyne, England
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Job summary
At HMRC, we are already one of the most digital advanced tax authorities in the world and have one of the largest IT infrastructures and data sources in the UK. With 50 million customers to serve, over 60,000 colleagues to support, and £730+ billion to collect to fund UK Plc, our IT operation is huge! For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference.
HMRC is made up of Customer Groups which are working independently towards a common goal. Our role sits within HMRC’s Chief Digital & Information Office (CDIO) Group that delivers in-house solutions for a broad range of technical and operational issues as well as running the key digital services (like the Personal and Business Tax Accounts) through which our customers interact with us.
See what it’s like to work at HMRC: find out more about us or ask our colleagues a question. Questions relating to an individual application must be emailed as detailed later in this advert.
Job description
Do you want to lead HMRC’s Performance Analysis community developing performance frameworks to inform how HMRC deliver and optimise its services?
This is an exciting time to join HMRC’s transformation to one that is digital first, as performance analysis is at its core– this highlights transformation with an in-depth understanding of how our digital services are performing and developing towards an ‘omni-channel’ approach to enable us to drive digital adoption and containment.
You’ll lead and develop a performance framework for an ‘omni-channel’ approach across HMRC’s digital tax accounts, mobile app, virtual assistants, telephony, chat, SMS and paper channels. This will inform how HMRC can deliver its channel strategy and maximise digital adoption and containment.
The team you will lead is responsible for the development and delivery of performance of our digital services. We are doing some pioneering work to link data across different channels (particularly digital and telephone) towards an omni channel view to deliver key insights as to what is driving people to contact us and how we can drive digital adoption and containment.
If you have a passion for performance analysis and have a track record of driving quality insights, we would love to hear from you. This is a fantastic opportunity to join a dynamic team and make a real impact here at HMRC. Individual team members work as part of one or more service or product teams so that they gain detailed knowledge and understanding of the service(s) they support.
Person specification
Responsibilities:
- Provide inspirational leadership for our performance analytics team, including line management for senior performance analysts.
- Encourage, champion, and maintain a ‘digital first’ mindset across HMRC, ensuring the timely provision of robust, quality assured analytics, driving continuous improvement in performance analysis.
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Identify and exploit opportunities to enhance performance analysis outcomes, for example by:
o Further developing existing work to link and exploit data across different channels
o Communicating outcomes in better ways in support of the business and developing the measurement and reporting of performance against existing and new key performance indicators. - Interpret results to allow us increasingly to understand and anticipate customer behaviour, including the identification of the triggers that cause customers to drop out of the digital channel; and create compelling evidence-based and actionable data stories to inform decisions and the continuous improvement of the services.
- Coach and mentor senior performance analysts, ensuring performance analytics roles in your area are structured and resourced appropriately, creating the environment to succeed
- Implement standards and best practice for performance analyst ways of working, co-ordinating activities across CDIO to ensure consistency and accuracy.
Essential criteria
- Ability to undertake performance analysis and provide insight, with skills specified for the ‘Lead Performance Analyst’ role in the DDaT profession
- Proficient in a range of analytical tools, including Google Analytics, Data Studio, Excel/Google Sheets, SQL and PowerBI with awareness of wider analytical tools such as R and Python.
- Confident communicator with good interpersonal skills and a proven ability to convey complex or difficult messages in a non-technical manner, using data visualisation best practice.
- Experienced in working with and linking data across multiple channels.
We would expect successful candidates to be at their selected office at least 2 days per week.
Technical skills
We'll assess you against these technical skills during the selection process:
- Undertaking analysis and providing insight
- Communicating analysis and insight
- Technical Understanding
- Performance Measurement
Benefits
- Learning and development tailored to your role
- An environment with flexible working options
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 27%
Find more about HMRC benefits in 'Your little extras and big benefits handbook' for further information or visit Thinking of joining the Civil Service.
Things you need to know
Selection process details
As part of the application process, you’ll need to provide:
- Your CV (for the past 3 years).
- Your personal statement (maximum 500 words) giving examples of when you have met the essential criteria outlined in the Person Specification section.
Your CV and personal statement are all about summarising your skills, knowledge, and experience.
We’ll conduct an initial sift based on your CV and personal statement. The sift will focus on the essential criteria. If you are successful at this stage, you will be invited to an interview.
We reserve the right to raise the score required at any stage of the process in order to manage numbers.
The interview will be conducted by HMRC staff via digital technology. During the interview we will also ask questions that let you demonstrate your knowledge and experience and the main technical skills relevant to the role, which are:
- Undertaking analysis and providing insight
- Communicating analysis and insight
- Technical Understanding
- Performance Measurement
You will also be sent an exercise to create a presentation to be given at the interview.
Interview dates to be confirmed.
A reserve list may be held for a period of up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.
Eligibility
To check that you are eligible to apply, review this eligibility information
Important information for existing HMRC contractual homeworkers:
This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need, so please review the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you are able to travel to.
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process because of a disability, condition, or impairment. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a reasonable adjustment or a change to be made so that you can make your application, review this information on reasonable adjustments, and contact [email protected] as soon as possible.
Equality and Diversity
We’re committed to creating a great place to work for all our colleagues here at HMRC. We want everyone to feel valued, supported and comfortable being their true self at work.
We’re proud to be a diverse and inclusive employer, supporting social mobility by giving opportunities to people from all walks of life. We want to maximise the potential of everyone who chooses to work for us and offer a range of flexible working patterns and support. Our aim is to make a fulfilling career at HMRC accessible to you.
For more information on how we make this happen, review this information on our culture and values.
Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.
We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible after considering operational and customer service needs. We can’t guarantee that we can meet all requests to work flexibly, as agreement will be subject to business ability to accommodate, and any request to work a more flexible arrangement should be made prior to your acceptance of the provisional offer.
Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.
The Civil Service runs a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Locations
HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.
Security Update
For more information on the level of security checks we will carry out, review this information on security checks
Further Information
The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.
Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application/s will be withdrawn from the process.
Duplicate applications for the same vacancy will also be withdrawn.
Transferring into HMRC from Civil Service If you are currently working for an ‘Other Government Department’ (OGD) and would like to consider the impact on your pay when joining HMRC, please see the attached document "Combined T&C and OGD Pay English”, found at the bottom of this advert. Further information on staff transfers can be found on gov.uk
Problems during the application process
If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
If you think you’ve made a mistake on a submitted application (e.g. you’ve ticked the incorrect eligibility box), please contact [email protected] at least two working days before the vacancy closes. After this, we won’t be able to reopen your application.
Please use the subject line to insert appropriate wording e.g. Please re-open my application - 289677 & vacancy closing date 06/06/2023.
For reasonable adjustments queries or requests, please see details within reasonable adjustments section above.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
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