Nottingham, Salford

Job Summary
Discover what it\'s like to work in a compliance role that makes an impact. Could you help us shape a stronger, fairer future? Your next career move starts here.

Do you like finding out about what makes people tick?

Do you consider that you have pretty good detective skills?

If so, this may be the role for you.

This is an opportunity to work within a unique team of around 15 people at the heart of Wealthy and Mid-Sized Business Compliance (WMBC) in HMRC.Our Customer Insight Team seeks to modernise the way WMBC approaches customer compliance by understanding who our customers are, what they are thinking and doing and why they behave in the way they do.

We utilise a wide range of sources, from direct customer and agent feedback sessions, focus groups with teams of HMRC employees, to analysis of bespoke data sets.

This approach give us a greater understanding of our customers and helps us to design a better set of processes that we ask them to follow, helping them to get things right first time.

We work with a wide range of customer groups including wealthy individuals, businesses, public bodies and charities, as well as taxes on important life events such as inheritance, pensions, stamp duty land tax and trusts.

We then partner with many stakeholder groups across HMRC, using our insights to make persuasive recommendations to senior sponsors to shape HMRC\'s responses to key issues.

We are looking for someone with a passion for both improving the way we work in HMRC and a desire to make improvements for our customers. Someone who is comfortable collaborating within a diverse set of teams to truly bring the voice of our customers into our compliance activities.

Job Description
Your role will be to:

• Identify, draw together and analyse complex data and evidence about our customers from many different sources to develop actionable customer insight that can improve their level of compliance.
• Plan, and at times lead, the delivery of complex customer insight projects in operational business areas of WMBC and wider HMRC.
• Identify knowledge gaps where customer insight may be needed by working with key stakeholders and groups.
• Potential to carry out minimal line management duties.
• Directly speak with customers as part of an insight project.

*To Do This, You Will Need To: *

• Lead projects across the team to generate insight about customers from internal and external sources, from primary and secondary research, as well as customers and their representative bodies.
• Reach out to key stakeholder groups including other research teams to ensure results are shared, data sources are identified, and work is coherently prioritised.
• Work in partnership with one of the business areas in WMBC, or wider Customer Compliance Group (CCG), to help identify where customer insight is needed.
• Analyse the evidence that you have gathered using insight methodologies as well as data tools to develop new customer insights in the form of customer personas and journeys.
• Prepare project reports, presenting statistics, customer personas and journeys in an engaging manner.
• Implement the outcomes of your project reports by improving compliance interventions or designing new ones, putting them into operation through continuous improvement or new design.
• Promote the continued use of customer insight into compliance operations.

*To Do This, You Will Need To: *

• Lead projects across the team to generate insight about customers from internal and external sources, from primary and secondary research, as well as customers and their representative bodies.
• Reach out to key stakeholder groups including other research teams to ensure results are shared, data sources are identified, and work is coherently prioritised.
• Work in partnership with one of the business areas in WMBC, or wider Customer Compliance Group (CCG), to help identify where customer insight is needed.
• Analyse the evidence that you have gathered using insight methodologies as well as data tools to develop new customer insights in the form of customer personas and journeys.
• Prepare project reports, presenting statistics, customer personas and journeys in an engaging manner.
• Implement the outcomes of your project reports by improving compliance interventions or designing new ones, putting them into operation through continuous improvement or new design.
• Promote the continued use of customer insight into compliance operations.

Person specification

*Essential Criteria: *

• Experience of developing and applying customer insight from working client side, agency, or consulting (public or private sector).
• Experience in one or more of the following areas: insight generation, qualitative research, facilitation of focus groups.
• Experience in evidence synthesis and understanding from multiple sources, e.g. quantitative and qualitative research, management data, customer feedback, to distil it into holistic, tangible and meaningful insight.
• Strong communication, presentation, report writing and facilitation skills, with the ability to put insight into business terms and bring it to life.
• Experience of working with non-analytical stakeholders to determine the overall scope and requirements of work and influence development.
• Experience in managing conflicting priorities and delivering to tight deadlines.

*Desirable Criteria: *

• Knowledge of Tax.

Transitional Sites
For more information on where you might be working, review this information on our locations.

If your location preference is 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.

This Site Is:

• Trinity Bridge House, Manchester - moving to an alternative office in Manchester/ Salford

You will be given more information about what this means at the job offer stage.

Qualifications
You must hold a MRS Advanced Certificate in Market and Social Research Practice or similar qualification.

Behaviours

We\'ll assess you against these behaviours during the selection process:

• Making Effective Decisions
• Working Together
• Managing a Quality Service
• Changing and Improving

Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues\' Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

To find out more about HMRC benefits and find out what it\'s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

*How To Apply *
As part of the application process, you will be asked to provide the following:

• A name-blind CV, to include your job history and experience, covering up to your last 3 jobs/roles. Please do not exceed 300-words in total.
• A 750-word Personal Statement, describing how your skills and experience would make you suitable for the role, and how you meet the Essential Criteria.

Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at interview.

Further details around what this will entail are listed on the application form.

Sift
In the event of a large number of applications being received, an initial sift may be held on your Personal Statement.

At full sift your CV and your Personal Statement, will be assessed, with the successful candidates being invited to interview.

We may also raise the score required at any stage of the process if we receive a high number of applications.

Interview
During the panel interview, you will be asked Behaviour-based questions, and Strength-based questions to explore what you enjoy and your motivations relevant to the role. You may also be asked an Experience-based question(s).

You will also be asked to prepare and deliver a Presentation, of up to 10-minutes, to assess your experience. Further details will be provided in advance of interview.

(
This is an example of a strengths-based question)
:

\"It is often said that the customer\'s needs should come first. To what extent do you agree or disagree with this statement?\"

There is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well.

Interviews will take place via video link. Sift and interview dates to be confirmed.

Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: – Use the subject line to insert appropriate wording for example – \'Please re-open my application –
(insert vacancy ref)
& vacancy closing date
(insert date)\'.
To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.

Reserve List
A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we\'ll let you know via your Civil Service Jobs