Lead Performance Analyst

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 thrive in a collaborate environment and are great at building and maintaining positive relationships?

At HMRC, we are already one of the most digitally advanced tax authorities in the world and have one of the largest IT infrastructures and data sources in the UK. With 50 million customers to serve, over 60,000 colleagues to support, and c£850 billion to collect to fund UK Plc, our IT operation is huge! For those who are up to the challenge, we offer unique and unparalleled opportunities to work with some of the newest technologies and make a real, lasting difference.

Visit our YouTube channel to watch the full series and come and discover your potential.

This role sits within HMRC’s Chief Digital & Information Office (CDIO) Group and is part of the CDIO Borders and Trade area, working across the Customs & Excise and Border Services Delivery teams. Our teams deliver in-house solutions for a broad range of technical and operational issues. Our CDIO offices are hi-tech, state-of-the-art facilities that allow our teams to maximise their capabilities.

This is an exciting opportunity to join HMRC’s Government Digital and Data profession where you will be supporting a large scale and radical transformation that will have a profound impact for both the customers and the staff.

We are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. We want to maximise the potential of everyone who chooses to work for us, and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you. Diverse perspectives and experiences are critical to our success, and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role.

Job description

Do you want to lead a high-performing team within HMRC’s Performance Analysis community, developing performance frameworks to inform how HMRC deliver and optimise its services?

We are looking to recruit a Lead Performance Analyst to lead and manage our new Performance Analysis capability as part of our overall transformation to product-centric teams.

This is a pivotal role in which you will lead the delivery and performance of the team, developing performance frameworks, defining KPIs, OKRs and delivering actionable insights to shape decision-making and the future of our IT products and services.

You will work closely with stakeholders at all levels across Borders and Trade, CDIO and beyond to ensure our products and services are data-informed, user-focused, and continuously improving.

You will manage Senior Performance Analysts identifying performance and capability requirements. You will contribute to the wider performance analysis community, lead on sharing best practice and learning from wider colleagues; helping to strengthen capability within HMRC.

Person specification

You will:

• Lead delivery of performance analysis across a portfolio of Borders and Trade services, products and platforms, overseeing and shaping the team across our newly formed analysis capability.
• Lead, manage and mentor the team, supporting their professional development in analysis and tools such as Power BI, CIP, Splunk and wider.
• Remove blockers and act as an escalation point for issues.
• Develop and embed performance frameworks that align with HMRC’s strategic goals, enabling and providing data-driven insights to drive decision-making and continuous improvement.
• Interpret analysis data and results to allow us to understand and anticipate customer behaviour and product performance, including the identification of triggers that lead to insights.
• Create compelling evidence-based and actionable data stories in a visual and accessible way to inform decision-making.
• Define and monitor joined-up KPIs and OKRs to support strategy and outcomes, working with wider teams and senior stakeholders to ensure performance measures are meaningful and actionable.
• Champion the use of data and insight; ensuring performance analysis is embedded in service / product design and delivery.
• Collaborate across disciplines, including user research, product management, delivery and service design, to build a holistic view of service and product performance.
• Drive innovation in analysis, using advanced techniques in behavioural analytics to understand user behaviour, product performance and service impact.
• Be an integral part of the product management leadership team.
• Work across the performance analysis profession to share and promote best practice, learn from the community and continuously develop your own skills.

Essential Criteria:

• Ability to undertake performance analysis and provide insight, with skills specified for the ‘Lead Performance Analyst’ role in the Government Digital and Data profession.
• Proven experience in leading performance analysis in a digital or data-driven environment.
• Strong technical skills in Power BI, Splunk and CIP alongside wider analytics tools, to conduct real-time analysis and present data in a visual way.
• Proficiency in a wide range of web analytics tools and coding languages required for performance analytics e.g. Google Analytics, Google Tag Manger, Looker Studio, SQL, Python.
• Ability to develop performance frameworks and define KPIs and OKRs that align with strategic goals and outcomes.
• Excellent stakeholder management and communication skills, with the ability to influence at senior levels.
• Experience managing and developing analysts, fostering a culture of learning and continuous improvement.
• A user-centred mindset, with a commitment to improving public / customer focussed services through data and insight.

Desirable Criteria:

• Experience working in government or large-scale organisations.
• Familiarity with digital service standards and agile delivery environments.

Additional Security Information

This role requires the successful candidate to hold or be willing to hold Security Check (SC) clearance.

Further Location Information

Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)’ field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.

Office Closures

If your location preference is for the following site, it’s important to note that this is not long-term site for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.

For more information on where you might be working, review this information on our locations (opens in a new window)

This site is:

• Telford Plaza, Telford - moving to Parkside Court, Telford.

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