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Project Delivery

Perception Lead – 62576
£50,427 – £63,500


We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:

Her Majesty’s Courts and Tribunals Service   

Directorate: Strategy & Change Directorate (HMCTS Reform)

Workstream: User Experience and Insight Division

Job Title: Perception Lead 

Location: National

Duration: Fixed Term Contract to 31/03/23 (with potential to extend)

Pay Span or equivalent: Grade 7

London (within M25): £54,274 – £63,500

National: £50,427 – 59,000

New recruits to the Civil Service joining MoJ are expected to join at the band minimum. This position is available for external applicants as well as existing civil servants on level transfer or promotion. Secondments and loans will be considered on an individual basis. This appointment will be made on a fixed term appointment, due to the time limited nature of the Reform Programme. For existing civil servants, whilst the role itself is time limited, successful appointment on promotion will secure this grade on a substantive basis.


Every year, millions of people seek justice in our courts and tribunals, and we are here to ensure anyone in need of our courts and tribunals receives a service that suits their needs.

We have a brand with an outstanding heritage and history, and we want to build on this by updating and modernising to ensure we align our service with the society we serve. In recognition of this, HMCTS gained over £1 billion of funding for a root and branch ‘Reform’ of our services. We are now in the process of putting our plans into action and delivering.

We are focused on radically improving the customer journey for all, to ensure that they do feel like a customer.  For HMCTS, the changes we are making will reduce our own costs and remove service failure from our system, allowing us to put resources where they matter most.

The User Experience and Insight division in HMCTS is working with all parts of the organisation to support and enable the business to design and deliver services that meet user needs, to promote access to justice and to continually improve the user experience.

This is a once in a generation opportunity to help transform how justice is delivered in England and Wales – by ensuring that the needs of the public are kept at the heart of reform. This challenging but rewarding environment will give you the opportunity to have significant and lasting social impact.

Team purpose

This post sits within the Transforming Performance & Perception (TPP) team, within the wider User Experience and Insight Division. The team is responsible for using performance and perception data to improve and transform the design and delivery of justice services. Our focus is on gathering the data needed to understand how users are experiencing our services and supporting the organisation to use this information to improve delivery and performance. Our team’s work plays an important role in supporting HMCTS as it transforms itself from an organisation driven by outcomes linked to its internal processes, to one driven more directly by the needs of its users.

This will be a challenging role and offers a wide range of opportunities to develop your experience whilst making a real difference to services for millions of citizens. You’ll join a team dedicated to driving improvements in service design and delivery using customer feedback and contact data, helping to ensure that the voice of the user remains at the forefront of decision-making as the organisation embarks on its ambitious reform programme.

Role Purpose

As the Perception Lead you’ll perform a key role in driving a user-focussed organisation; improving the way we use our perception data at different levels of the business to derive insights and improve services for users. You will be responsible for coordinating the implementation of user surveys and speech analytics to ensure they’re set-up to deliver actionable insights to improve the services we provide, as well as delivering bespoke analysis to the business. The post holder will work closely with stakeholders across the organisation to understand their evidence requirements and will be responsible for ensuring that the surveys and analytical tools available meets business needs.

Key Responsibilities

The successful candidate will be responsible for:

  • Ensuring Perception data is used to inform service improvements and decision-making at all levels of the organisation
  • Leading a small team to deliver a varied package of analytical work to tight deadlines aimed at providing insight and support to the business
  • Expanding our view and understanding of our users by bringing together survey data and other sources of HMCTS perception and feedback data, e.g. our complaints and praise data and social media, as well as maximising the use of available data through analytical tools such as speech analytics
  • Collaborating with colleagues designing performance metrics and using this survey data to influence behaviour change, transform our services and our performance
  • Communicating and visualising data and insight derived from perception data through reports, dashboards and other analytical outputs
  • Building colleagues’ capability in using perception data and findings, ensuring they become increasingly informed consumers able to reliably and accurately interpret it alongside other analytical and insight products and for use in their decision-making.

Other duties

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

You’ll manage the delivery of a team of four, with direct line management of two Band Bs. There is also the potential for matrix management of work of other members in the organisation. You’ll report to the G6, Head of Transforming Performance and Perception.

Essential Criteria

We’re looking for a highly motivated person who meets the following essential criteria:

  • Strong strategic perspective, with proven experience of articulating strategic priorities and developing plans to deliver on this whilst building consensus and influencing multiple stakeholder groups
  • Experience of designing, implementing and reporting large scale surveys
  • Experience of working on projects that are designed to deliver user focused services
  • An ability to develop strong relationships with a range of stakeholders to identify their performance reporting needs and work closely and collaboratively with them
  • Skilled at operating through ambiguity; proactively identifying and solving nebulous problems to address key business issues
  • A strong background of using analysis and evidence to drive service and operational performance. This role would especially suit someone who has a background in social or operational research.
  • An ability to scope, manage and oversee projects proactively and develop them in response to business needs
  • Excellent verbal and written communication skills, with experience in drafting high quality papers/reports including communicating analysis to non-technical audiences
  • An ability to build and lead a high-performing team in a fast-paced, continuously developing and ambiguous environment
  • Proficiency in Microsoft PowerPoint

Desirable Criteria

  • An understanding of speech and text analytics applications and their practical use within organisations
  • Experience with survey platforms such as Smart Survey, Verint, Qualtrics (or similar)
  • Experience of working closely with designers and developers to turn research and insight into actionable product/service requirements that feed into prototype development, and influence product direction
  • Knowledge of related ethical issues in research, including with vulnerable service users
  • An understanding of public policy and services particularly in the justice sector

Application Process

To apply for this position please complete the online application form, ensuring you submit the following two application documents:

  • An up-to-date copy of your CV which details your experience and achievements
  • A 250-word statement for each of the following Success Profile Behaviours (Level 4):
  • Making Effective Decisions
  • Managing a Quality Service
  • Working Together

Further information on Success Profiles and the required standards for this post (Level 4) can be found at:        

Should you be successful at the application stage you will be invited to interview. The following will be tested at interview stage:

  • Behaviours – As listed above
  • Technical ability questions

There maybe a presentation at the interview, details of which will be shared on the interview invite. Interviews may be conducted by MS Teams or in person.

If we receive applications from more suitable candidates than we have vacancies for at this time, we may hold suitable applicants on a reserve list for 12 months, and future vacancies requiring the same skills and experience could be offered to candidates on the reserve list without a new competition.

We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit:

The MoJ is proud to be Level 3 Disability Confident. Disability Confident is the approach through which we offer guaranteed interviews for all people with disabilities meeting the minimum criteria for the advertised role as set out in the job description.

Terms & Conditions

Fixed Term Appointment

This appointment will be made on a fixed term basis, due to the time limited nature of the Reform Programme.

For existing civil servants, whilst the role itself is time limited, at the end of the fixed term period, you will retain your permanent status but will be placed on the re-deployment register.  Successful appointment on promotion will secure this grade on a permanent substantive basis.

Secondments and loans will be considered on an individual basis.

Flexible working options

HMCTS offers a flexible working system in many of its offices.

Job Sharing and Reduced Hours

All applications for job sharing or reduced hours will be treated fairly and on a case by case basis in accordance with the MoJ’s flexible working policy and equality policy.

Excess Fares and Relocation Allowances

This job is not eligible for relocation allowances, but excess fares may be considered in accordance with MoJ’s excess fares allowance policy.


The national salary range is £50,427 - £59,000, London salary range is £54,274 - £63,500. Your salary will be dependent on your base location

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on ‘modernised’ terms in their current post or onto ‘unmodernised’ MoJ terms if they are on ‘unmodernised’ terms at their current post. Details will be available if an offer is made.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.


The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.


The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.


The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.


The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.


  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on UKor Childcare Choices. You can determine your eligibility at
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code 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. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

The Civil Service embraces diversity and promotes equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: