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.
Do you like finding out about what makes people tick? Do you consider that you have pretty good detective skills? Are you keen to understand more about HMRCs customers, what they are thinking and why they behave in a particular way? If so, this job may be for you.
This is an opportunity to work within a unique team of around 14 people at the heart of Wealthy and Mid-Sized Business Compliance (WMBC). WMBC works with a wide range of customer groups including wealthy individuals, businesses, public bodies and charities, as well as taxes on key life events such as inheritance, pensions, stamp duty land tax and trusts.
The Customer Insight Team within the Strategy into Delivery function seeks to modernise the way we approach customer compliance and this work helps HMRC to close the tax gap. We aim to put the customer at the heart of all activities by gathering information from a wide range of sources to better understand who they are, what they are thinking and doing and why they behave in the way they do.
We then partner with teams across HMRC, using our insights to embed our findings into targeted compliance responses to key risks. We also achieve greater compliance by making our processes easier and more intuitive to follow, utilising cutting edge approaches in upstream and digital solutions.
We are looking for people with a passion for improving the way we work in HMRC, someone who would collaborate within a diverse team to truly bring the voice of our customers into our compliance activities. Whilst prior direct experience is not essential, we are seeking someone who would embrace the opportunity to learn new skills and enjoy working in a varied and forward-thinking role.

JOB DESCRIPTION

Your role will be to:

• Draw together and analyse data and information from many different internal and external sources.
• Develop new actionable customer insights that can either improve the customer’s experience of HMRC or improve their compliance.
• Plan and deliver customer insight projects for operational business areas in WMBC.
• Maintain relationships with key stakeholders and groups.

You will do this by:

• Undertaking research into a variety of customer focused subjects, reviewing the results to draw evidence-based recommendations on how to improve customer compliance through continuous improvement or new design.
• Identifying data sources that can be analysed to draw out additional customer insights.
• Looking for trends around our customer base, through quantitative data analysis, reviewing individual customer cases, or speaking directly to customers.
• Creating discussion guides that will enable you to speak to customers and caseworkers to obtain direct feedback.
• Working as part of a team to support Insight Leads and Senior Analysts by delivering high quality project work on time, maintaining engagement with relevant stakeholders to keep them informed and updated.
• Finding ways to confirm or challenge assumptions, fill knowledge gaps, improve interventions, or design new ones.
• Preparing and presenting engaging project reports to tell the story from the customer’s perspective.
• Delivering customer research activities, ranging from interviews, focus groups and observations to designing and delivering surveys or larger research pieces.
• Analysing insights gathered from multiple platforms (qualitative and quantitative), identifying trends and recommendations, and presenting findings in an engaging and visual manner.
• Disseminating insight to non-technical audiences using strong interpersonal skills to help stakeholders understand and apply findings.

PERSON SPECIFICATION

We are looking for people who have the capability to:

• Put themselves in the shoes of customers, understand their needs and represent their views to senior leaders appropriately.
• Confidently talk to customers, agents, representative bodies and stakeholder forums about their experiences and requirements.
• Use insight tools to analyse different forms of data to identify themes and trends to inform WMBC innovation and delivery.
• Effectively communicate using verbal, written and presentation skills to technical and non-technical audiences.
• Support, plan and deliver operational changes based on insight.
• Manage conflicting demands and priorities and deliver to tight deadlines.
• Support the design and delivery of insight generation workshops.
• Support colleagues with the production of visually engaging insight summaries.
• Build effective relationships and work closely with others – both within the customer insight team and across the business. This also includes building links with a range of other analytical teams in HMRC, to ensure we are making best use of their evidence for customer insight products.

TECHNICAL SKILLS

We’ll assess you against these technical skills during the selection process:

• You will also be asked to undertake a practical exercise where you will need to analyse some complex data and explain your conclusions - exact question to be confirmed at interview stage

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)
• 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

Your role will be to:

• Draw together and analyse data and information from many different internal and external sources.
• Develop new actionable customer insights that can either improve the customer’s experience of HMRC or improve their compliance.
• Plan and deliver customer insight projects for operational business areas in WMBC.
• Maintain relationships with key stakeholders and groups

You will do this by:

• Undertaking research into a variety of customer focused subjects, reviewing the results to draw evidence-based recommendations on how to improve customer compliance through continuous improvement or new design.
• Identifying data sources that can be analysed to draw out additional customer insights.
• Looking for trends around our customer base, through quantitative data analysis, reviewing individual customer cases, or speaking directly to customers.
• Creating discussion guides that will enable you to speak to customers and caseworkers to obtain direct feedback.
• Working as part of a team to support Insight Leads and Senior Analysts by delivering high quality project work on time, maintaining engagement with relevant stakeholders to keep them informed and updated.
• Finding ways to confirm or challenge assumptions, fill knowledge gaps, improve interventions, or design new ones.
• Preparing and presenting engaging project reports to tell the story from the customer’s perspective.
• Delivering customer research activities, ranging from interviews, focus groups and observations to designing and delivering surveys or larger research pieces.
• Analysing insights gathered from multiple platforms (qualitative and quantitative), identifying trends and recommendations, and presenting findings in an engaging and visual manner.
• Disseminating insight to non-technical audiences using strong interpersonal skills to help stakeholders understand and apply findings