Overview
Performance Analyst – Belfast – Erskine House
About the job
Job summary
Discover a career in your hands at HMRC. Whether you’re seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.
Visit our YouTube channel to watch the full series and come and discover your potential.
HMRC is looking for hard working Performance Analysts, who can champion the use of analysis and insight to inform improvements to our online guidance. They’ll work as part of our GOV.UK team in HMRC’s Customer Experience Directorate, helping to ensure that data shapes our key initiatives that impact millions of people, ensuring our services meet real user needs.
Our team designs guidance, tools, and forms that sit on GOV.UK to support programmes and business areas across the department. We need Performance Analysts to help us better understand how our customers use these, so we can identify opportunities to make improvements to enhance the user experience.
The successful candidate will play a vital role in helping the team access key insight about how users interact with HMRC’s GOV.UK content and guidance and understand how we can use this to inform user-centred solutions. They’ll work in an encouraging environment with plenty of opportunities to learn, grow, and thrive.
This is an opportunity to make a real difference to improve services, influence decisions with evidence and data, and help to simplify the tax system for everyone. Plus, you’ll be part of a user-centred design practice/community that’s breaking the mould of traditional government work.
If you’re a performance analyst who is looking for their next opportunity, we’d love to hear from you.
HMRC: find or get answers from employees – https://hmrc-jobs.career-inspiration.com/
If you want to find out more about the role, or have a question about your application you can email the vacancy holder (details are later in this advert).
Job description
A Performance Analyst has experience in conducting analysis and sharing insight with stakeholders to inform decision making. They:
- Support work to identify the best way to measure performance of the online guidance, forms and tools our team designs.
- Undertake analysis with minimal support using a range of techniques to find the best solution to address complicated issues.
- Turn complex data into compelling findings with clear and actionable insight that can be used to drive decision making.
Person specification
Your responsibilities will include:
- Supporting the development of success measures (or key performance indicators) to understand the performance of HMRC’s GOV.UK guidance as well as more targeted metrics to identify the impact achieved through work on specific user journeys .
- Regularly monitor any improvement activity to check the impact on user needs.
- Analysing data from Google Analytics 4 and other sources to understand what it tells us about the user experience.
- Summarising and communicating the results of your analysis in a clear and effective way so that a non-technical audience will be able to understand the findings and use it to make the right decisions when designing guidance to meet the user need.
- Identifying appropriate ways to collect, collate and prepare data to required standards while understanding and communicating any constraints in the data – with help from more experienced members of the team as required.
- Collaborating with content designers, user researchers, interaction designers and service designers to identify relevant success metrics and ensure insight that you share is understood and can be used to inform improvements to the GOV.UK guidance.
- Actively contribute to the performance analysis community within the department and joining up with other analytical disciplines.
You may be required to apply to be vetted to Security Cleared to be able to access data held on HMRC’s internal customer insight platform.
Essential Criteria:
To be successful in this role you will have experience and understanding of:
- Using Google Analytics 4 and PowerBI to access data, conduct analysis and share compelling insights.
- Developing performance measurement frameworks to measure the performance of digital services or online guidance.
- Using a range of analytical tools, such as Excel/Google Sheets.
- Presenting analysis and visualisations in clear ways to communicate complex messages and ensure the actionable data insight you share can help others make effective design decisions.
Desirable Criteria:
It would be great if you also have knowledge and experience of:
- Big Query.
- SQL.
- Google Tag Manager.
- Google’s Data Studio.
Additional Information – Transitional Sites
For more information on where you might be working, review this information on our locations.
If your location preference is for one of the following sites, it’s important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.
These sites include:
• Benton Park View, Newcastle – moving to Pilgrims Quarter, Newcastle
• Trinity Bridge House, Salford – moving to an alternative office in Manchester/ Salford
You will be given more information about what this means at the job offer stage.
Technical skills
We’ll assess you against these technical skills during the selection process:
- Communicating analysis and insight
- Performance measurement
- User-centred analysis
- Understanding analysis across the product life cycle
Benefits
Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.
We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.
• Pension – We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.
To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service.
Things you need to know
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Experience and Technical skills.
How to Apply
As part of the application process, you will be asked to provide the following:
• A name-blind CV including your job history, and previous experiences. It should include roles, duties, skills and key successes to show how you meet the Person Specification.
• 1,000-word Personal Statement. Your personal statement (max 1,000 words) should show how you meet the Essential Criteria. Please give clear and specific examples of what you have done personally and the impact it has had. We recommend using a STAR format, focusing on the situation, task, action and result.
Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at sift or interview.
Further details around what this will entail are listed on the application form.
Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.
Sift
In the event of a large number of applications being received, an initial sift may be held on the CV.
At full sift, your CV and Personal Statement will be assessed, with the successful candidates being invited to interview.
We may also raise the score required at any stage of the process if we receive a high number of applications.
Interview
During the panel interview, you will be assessed on technical skills through questioning and a presentation.
As part of the interview process, you will be assessed against four skills from the Performance Analyst role – Government Digital and Data Profession Capability Framework – https://ddat-capability-framework.service.gov.uk/role/performance-analyst:
- Communicating analysis and insight
- Performance measurement
- User-centred analysis
- Understanding analysis across the product life cycle
You will be asked to prepare a presentation focusing on one of these skills, after which the panel may ask some follow up questions to find out more. They will then ask you questions about the remaining skills to give you the opportunity to demonstrate how you meet these.
Further details regarding the technical presentation will be provided prior to interview to successful candidates.
Interviews will take place virtually via video link.
Sift and interview dates to be confirmed.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via:
unitybusinessservicesrecruitmentresults@hmrc.gov.uk – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.
Reserve List
A reserve list may be held for 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.
Criminal Record Check
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.
Merit List
After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.
Reasonable Adjustments
We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.
If you need a change to be made so that you can make your application, you should:
- Contact the UBS Recruitment Team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
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. Please consider the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you can travel to.
Terms and Conditions
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.
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.
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.
Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.
Questions relating to an individual application must be emailed as detailed later in this advert.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
New entrants will join on the minimum of the pay band.
Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.
If you experience accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants – GOV.UK.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)
Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
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).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run 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.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
