Job Description
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 made up of Customer Groups which are working independently towards a common goal. Our role sits within HMRC’s Chief Digital Product Office which is within the 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 Tax Account and HMRC App) through which our customers interact with us.
This is an exciting opportunity to join HMRC’s Government Digital and Data profession where you will be supporting a large scale and radical transformation that will have a profound impact for both the customers and the staff.
We are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. We want to maximise the potential of everyone who chooses to work for us, and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you. Diverse perspectives and experiences are critical to our success, and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.
Please note that this role requires the successful candidate to hold or be eligible to hold Security Check (SC) Clearance.
Job description
Do you want to lead a high-performing team within HMRC’s Performance Analysis community, developing performance frameworks that help shape how HMRC delivers and optimises digital services?
Are you passionate about using data and insight to improve services for millions of customers? Do you want to play a leading role in shaping how HMRC measures, understands and improves the performance of its digital products?
We’re looking for a Lead Performance Analyst to lead our Performance Analysis capability within the Customer Engagement area. This team supports some of HMRC’s most widely used digital services, including the Personal Tax Account, HMRC App, Business Tax Account and Digital Engagement Platform.
This is a pivotal leadership role in which you will lead the delivery and performance of a team of analysts, developing performance frameworks, defining KPI, and delivering actionable insights that support strategic decision-making and continuous improvement.
Working closely with senior stakeholders across the Chief Digital and Information Office (CDIO) and wider HMRC, you will ensure that our products and services are data-informed, user-focused and continually evolving to meet customer needs.
Person specification
As a Lead Performance Analyst, you will:
- Lead performance analysis across a portfolio of digital services, ensuring insight and evidence are used to inform decision-making, prioritisation and continuous improvement.
- Develop and embed performance frameworks that align with organisational objectives, enabling teams and stakeholders to understand service performance, customer outcomes and business impact.
- Provide technical and professional leadership across the Performance Analysis community, supporting capability development and helping teams make effective use of analytical tools and platforms such as CIP, Splunk, GA4, CEDAR and Power BI.
- Build strong relationships with senior stakeholders, influencing decisions through the effective use of data, insight and evidence.
- Interpret and communicate complex performance information, creating compelling and actionable data stories that support strategic and operational decision-making.
- Define, develop and monitor KPIs and other success measures, working collaboratively with service teams to ensure performance measures are meaningful, proportionate and aligned to user and business needs.
- Lead, coach and develop a team of Senior Performance Analysts and Performance Analysts, fostering an inclusive, high-performing environment and supporting the growth of analytical capability.
- Collaborate across multidisciplinary teams, including product management, user research, service design and delivery management, ensuring performance insight is embedded throughout service design, delivery and continuous improvement.
- Contribute to the wider Performance Analysis profession, sharing best practice, strengthening analytical standards and helping to shape the future of performance analysis across HMRC.
Essential Criteria
- Ability to undertake performance analysis and provide insight with skills specified for the Lead Performance Analyst role in the Government Digital and Data Profession – Government Digital and Data Profession.
- Proven experience leading analytical delivery within a digital product-focused or data-driven environment.
- Experience using analytical tools and platforms to extract analyse and communicate insight, including technologies such as Power BI, Splunk, CIP, SQL, GA4 or equivalent.
- Experience developing and implementing performance frameworks and KPIs that align with strategic objectives and support evidence-based decision making.
- Excellent stakeholder management and communication skills with the ability to influence at senior levels.
- Experience leading and developing analytical teams creating an inclusive environment that promotes collaboration learning and continuous improvement.
- Strong written and verbal communication skills with the ability to translate complex analytical findings into clear, compelling and actionable insight.
- A user-centred mindset with a commitment to improving public services through data and evidence-based decision making.
- Demonstrable analytical experience within highly complex, large scale or government departments.
Further Location Information
Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)’ field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.
Office closures
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 are:
- Benton Park View, Newcastle – moving to Pilgrims Quarter, Newcastle
- Telford Plaza, Telford – moving to Parkside Court, Telford
You will be given more information about what this means at the job offer stage.
Leeds Locations
Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC’s Moves Adjustment Payment guidance.
Behaviours
We’ll assess you against these behaviours during the selection process:
- Leadership
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
Alongside your salary of £58,541, HM Revenue and Customs contributes £16,959 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
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
Artificial intelligence
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 . click apply for full job details
