JOB SUMMARY

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We are the Customer Understanding and Behaviour (CUB) Team and we sit at the heart of HMRC, playing a vital role in delivering on the Department’s Strategic Objectives.
We deliver high quality, timely evidence that informs our strategy and ensures our approach to transforming and redefining the Department is based on the latest knowledge about customers.
The team is grouped into five core ‘subject areas’:

Customer Insight and Immersion - developing and promoting actionable insight from existing evidence, and running the Customer Immersion programme of work.

• Customer Research - delivering primary social and market research through external agencies.
• Customer Lab - in-house facility to conduct and deliver primary research.

• Data Insight - making use of software and administrative data for customer insight analysis.

• • Behavioural Insight - applying behavioural insight and testing its impact through experimental research, including randomised controlled trials.
    We are looking for a new insight professional to join our Customer Insight & Immersion team. This is an exciting opportunity to join a team of approximately 20 (based in the above range of our Regional Centre locations nationwide), who are all passionate about how we can make a real impact on our business issues through insight.
    We provide deep understanding about our customers and their needs and behaviours, to make valuable contributions to HMRC by improving both business outcomes and our customers’ experience.
    We do this by drawing on a full range of evidence including qualitative and quantitative research, big data and HMRC operational information to generate fresh and compelling meaningful insights that contribute to HMRC’s decision-making.
    We run HMRC’s Immersion programme where we connect colleagues with customers in a way not typically available across the department. We give customers an opportunity to have their voices heard and give colleagues the opportunity to listen to the real impact of the work they are carrying out.

JOB DESCRIPTION

The successful candidate will work on a range of insight and immersion projects across different subject areas such as HMRC digital transformation, improving customer experience and reducing the tax gap. You will be involved in all aspects of insight project delivery, including scoping, insight generation, delivering immersion sessions, reporting and dissemination. You will work on projects with other insight and immersion specialists and stakeholders as well as other research and analytical teams.
Building relationships and communicating with influence are core components of this role.

TECHNICAL SKILLS

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

• Candidates who successfully proceed to the interview stage will be asked to give a short presentation (5 minutes)

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

Customer Insight