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Social Research / Market Research

Performance Analyst – 38872
£30,845 - £38,373


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:

This position is available for external applicants as well as existing civil servants on level transfer or promotion. New recruits to the Civil Service joining MoJ are expected to join at the band minimum. For an exceptional applicant and under exceptional circumstances, managers have discretion to set starting salaries above the pay range minimum.


It is an extremely exciting time here at HM Courts and Tribunals Service. We are currently undertaking a first-of-its-kind Change Programme aimed at delivering services that better serve the public. With over £1bn of funding this is the most ambitious programme of its kind anywhere in the world. People who use the courts and tribunals are often going through a tough time in their lives. We can’t take that away – but by making sure we put our users at the heart of our design of reform we can make sure that we deliver services that are accessible and easy to use. You can find more out about what we are doing here;

About the Team:

The HMCTS Strategy & Change Directorate is focused on making sure our Courts and Tribunal services are designed around the needs of our users – ensuring our services are accessible, easy to use, and well supported for all users. This ranges from online digital services, through to offline channels and the experience that users have in our court buildings and service centres.

The User Experience team is part of the Strategy & Change Directorate. It is a cross cutting team which provides tools and support to the reform programmes to deliver against our core design principle of being user led. The team work closely with projects to provide best practice and consistent design, deliver cross-cutting projects for services, working closely with teams across the Directorate to deliver.

Role Overview:

You will be part of a new performance team within the Strategy & Change Directorate, focusing on improving the digital service supporting the teams across HMCTS identifying user needs through data. The work you do will make real differences to services, and the millions of citizens using them. This is a fantastic opportunity to play an important role within the programme and build on your skills in a dynamic environment with excellent training and development opportunities.

Key Responsibilities:

  • Support service teams to identify and analyse the performance, and ‘what good looks like’, working across a range of projects.
  • Collect data through user-centred analysis across online and offline sources, working with different teams and areas of the organisation.
  • Provide actionable analysis of data, to identify user needs and “story tell” user behaviour.
  • Provide recommendations for service teams to improve user experience.
  • Participate in performance and data analysis communities, sharing learnings and findings with wider teams to transfer knowledge and capability.

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.

Essential Skills & Experience:

  • Strong experience of using Google Analytics, Google Tag Manager and Data Studio to conduct user-centred analysis and evaluate service and/or product performance.
  • Experience of measuring outcomes and ROI against KPIs and performance frameworks.
  • Experience of working with different types of data for example analytics, survey, and call centres to support services.
  • Experience of “storytelling” through data and explaining user behaviour.
  • Experience of collaborating with other teams to use data to improve products and/or services through UX design and making evidence-based decision making.
  • Experience of communicating and sharing learnings across teams, and the wider organisation, promoting a user-centred culture and participating in technology communities.
  • Understanding and/or experience of conversion rate optimisation.
  • Understanding of data security and privacy legislations, as well as validating data through quality assurance frameworks.
  • Understanding of other data analysis and visualisation tools for example PowerBI.

Desirable Skills & Experience:

  • Experience of AB/multivariate testing.
  • Understanding of using digital APIs for analytics and data capturing.
  • Understanding of SQL, Python or R.

Application Process:

To apply for this position please completed 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 750-word statement of suitability which demonstrates your suitability against the Key Responsibilities and Essential Skills & Experience outlined above.

At interview stage you will be asked to provide evidence of the following key behaviours at Level 3, as detailed in the Civil Service Success Profiles and Professional Frameworks:


Ensure colleagues and stakeholders have a clear understanding of objectives, activities and time-frames. Take into account different individual needs, views, and ideas, championing inclusion and equality of opportunity for all. Consider the impacts of own and team’s activities on stakeholders and end users. Role-model commitment and satisfaction with role. Recognise and praise the achievements of others to drive positivity within the team. Effectively manage conflict, misconduct and non-inclusive behaviour, raising with senior managers where appropriate.

Seeing the bigger picture

Understand the strategic drivers for your area of work. Align activities to contribute to wider organisational priorities. Remain alert to emerging issues and trends which might impact your work area. Seek out and share experiences to develop knowledge of the team’s business area. Understand how the strategies and activities of the team create value and meet the diverse needs of all stakeholders.

Communicating and Influencing

Communicate in a straightforward, honest and engaging manner, choosing appropriate styles to maximise understanding and impact. Encourage the use of different communication methods, including digital resources and highlight the benefits, including ensuring cost effectiveness. Ensure communication has a clear purpose and takes into account people’s individual needs. Share information as appropriate and check understanding. Show positivity and enthusiasm towards work, encouraging others to do the same. Ensure that important messages are communicated with colleagues and stakeholders respectfully, taking into consideration the diversity of interests.

Working Together

Encourage joined up team work within own team and across other groups. Establish professional relationships with a range of stakeholders. Collaborate with these to share information, resources and support. Invest time to develop a common focus and genuine positive team spirit where colleagues feel valued and respect one another. Put in place support for the wellbeing of individuals within the team, including consideration of your own needs. Make it clear to all team members that bullying, harassment and discrimination are unacceptable. Actively seek and consider input of people from diverse backgrounds and perspectives.

Should you be successful at the sift stage, candidates invited to interview may also be asked to complete an exercise to test their knowledge on analytics and data analysis.

Interviews may be required to be conducted via video conference.

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.

Additional Information

Working Arrangements & Further Information

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.


  • 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 any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.


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.

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

1-      To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am – 6pm) or e mail;

2-      To Ministry of Justice Resourcing (;

3-      To the Civil Service Commission (details available here)

The Civil Service embraces diversity and promotes equality of opportunity.

There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.

Grading Structure Review

The Ministry of Justice is currently undergoing a review of posts which are currently graded at Band A to realign our grading structure with the majority of the wider Civil Service.

Posts advertised at Band A may be graded at either Grade 6 or Grade 7 once the review has taken place.