HM Courts and Tribunals Service

Directorate: Digital Technology Services (DTS)

Pay Band: SEO

Job Title: Senior Performance Analyst

Location: National

Successful applicants will be expected to be office based 3 days per week in any HMCTS Office (subject to business availability).

Term: Permanent

Working Pattern: Full time

Interview: Video conference via Teams

Important salary details:

New recruits to the Civil Service joining MoJ are expected to join at the band minimum.

Existing Civil Servants applying on promotion, will usually be appointed on the salary minimum of the new pay band, or receive an increase of 10 percent on the current base salary, whichever is higher (This is restricted to the pay maximum of the new band).

GDD:

Government Digital and Data (GDD) Profession Capability Framework and Success Profiles Frameworks. Using GDD we will then determine if you will be paid an additional allowance, on top of your basic salary. This role is within the Data Job Family, is a Performance Analyst role at Senior Performance Analyst level.

Introduction:

These are exciting times at HM Court and Tribunals Service (HMCTS). As an agency of the MoJ, we support the judiciary across England and Wales to deliver justice by running courts and tribunals and processing outcomes, and we are looking for talented people to help us achieve our ambitions. It will be challenging, important and rewarding.

HMCTS Digital and Technology Services (DTS) is a specialist technology directorate which provides support to HMCTS in the use of IT and Digital.

DTS is committed to being a great place to work and part of our offer is brilliant training opportunities and support from expert colleagues. As well as that you’ll find flexible working, an inclusive culture and a place where your opinion is valued.

Please follow the link below for further information about HMCTS. www.gov.uk/government/organisations/hm-courts-and-tribunals-service

Job Description:

As a Senior Performance Analyst, you'll be proactive and work effectively in a multidisciplinary agile team to help them identify “what success looks like", develop hypotheses, implement tracking, ensure data is accurate and significant and then provide analysis and actionable insight through effective storytelling and data visualisation.

You will analyse how our services perform for users against our performance measurement frameworks. You’ll focus primarily on digital services but also work with operational, contact centre and non-digital service data. Your insights will drive prioritisation, helping user researchers, user centred design and product and service owners to focus on improving the online experience for users.

Key Responsibilities:

• Develop and implement performance framework measurements based on business and user requirements for digital services.

• Using Google Tag Manager to set up data collection and Google Analytics to monitor user behaviour across whole user journeys and help improve user experience.

• Collect, synthesise and analyse data from a range of sources and use it to identify areas where poor user experience is creating problems for the user that translate into poor digital take-up and adoption and other problems for HMCTS.

• Understand, demonstrate and communicate the importance of analysis to user-centred design and service success, collaborating with and supporting user researchers, designers, business analysts and product & service managers to use evidence to increase consensus and challenge assumptions.

• Identify and apply the most appropriate analytical techniques to bring different sources together to tell a story and recommend areas for action or further investigation.

• Turn data into valuable insights that inform decisions (using visualisation tools such as Looker Sudio and PowerBI), collecting, collating, cleansing and interpreting data to derive meaningful and actionable insights.

• Provide input into performance packs presented at service boards and communicate your findings more widely to varied audiences in different professions and business areas.

• Play an active role in HMCTS’s growing performance analysis community of practice, supporting, and developing others.

Essential Criteria:

• You’ll be an experienced analyst with broad knowledge of digital and data analysis tools and techniques. You’ll be highly numerate and comfortable working with data across a range of analytics software.

• You’ll need to be able to demonstrate experience of communicating analysis and insight to teams and stakeholders, including presenting negative and positive information in an effective, constructive way and differentiating between tactical and strategic recommendations.

• Developing and using performance measurement frameworks, for example setting, working with, and reporting on KPIs and other service performance indicators.

• Using digital performance management tools, for example setting up Google Analytics properties and manually tagging services with Google Tag Manager.

• Understanding constraints and explaining them to senior stakeholders, including challenging where necessary and/or making recommendations for working with them - for example, meeting data privacy and security standards.

• User-centred approaches, understanding the difference between user needs and ‘wants’ and integrating data from digital analytics with qualitative data from user research and insight to develop recommendations or hypotheses for further testing.

• Data validation and verification, preparing, checking and cleansing data from a variety of sources, then identifying and communicating any limitations such as missing or unreliable data (including checking other analysts’ work).

Desirable Criteria:

• Working as part of a team, supporting delivery, and developing individuals, for example through coaching and mentoring.

• Experience of working in large digital transformation programmes in government

Application process:

This role will be recruited using a combination of Government Digital and Data (GDD) Profession Capability Framework and Success Profiles Frameworks during the sift and interview process.

• Experience - As demonstrated in your application form.

• Presentation - You will be required to prepare a short presentation. Details will be provided 5 working days before your interview. You will be expected to align your presentation to the Government Digital and Data (GDD) Capability Framework Government Digital and Data (GDD) at Senior Performance Analyst level.

• Behaviours - During the interview, you will be required to provide evidence of the following key behaviours at SEO Level. You will be expected to align your presentation to the Government Digital and Data (GDD) Capability Framework Government Digital and Data (GDD) at Senior Performance Analyst level.

• Changing and Improving

• Communicating and Influencing

• Making Effective Decisions

Reserve List:

HMCTS run a Reserve List, where candidates who are unsuccessful at interview by only a few points, can be offered other roles, at the same band, for up to 12 months. You will be able to view your status via the application screen. If you have been added to the Reserve List, your status will show either Merit or Reserve list.