Performance Analyst

East Kilbride, Manchester, Edinburgh, Newcastle, Glasgow, Leeds
£34,404 - £36,985 + benefits
23 Jun 2022
07 Jul 2022
Contract Type


At HMRC 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.

HMRC is one of the largest organisations in the UK and we run the biggest digital operation in Government, providing digital services for 45 million individuals and 4.9 million business customers.

A vacancy has become available for the role of Senior Performance Analyst within digital engagement in Chief Digital Information Office (CDIO) Customer Services Group (CSG) focusing on digital account self-service, Virtual Assistant and webchat delivery.

The team:

The team are responsible for the prioritisation, design and delivery of new, enhanced digital support tools, helping customers to engage with HMRC digitally and supporting the HMRC 'digital first' ambition.

The role of Performance Analyst will be integral in the seamless delivery of a first-class digital contact capability, supporting on the design and delivery of core tax account, webchat, asynchronous messaging & virtual assistant products and services.

Job description

We are looking for an experienced Performance Analyst to join our existing and highly motivated teams, delivering business and user centred design change, coordinating multiple strands of deliveries whilst improving existing working practices across the DEP.

The successful candidate will have significant experience working within digital services, liaising with external product suppliers and a solid track record of delivering high-quality digital products.

You will also have significant experience balancing priorities across multiple teams and support delivery and resourcing activities across Digital Services, including the Personal and Business Tax Accounts.

You will also be credible, influential and a supportive team-player.

This is an exciting opportunity suited to someone who is proactive, enthusiastic and looking for a demanding role in a dynamic, fast-paced and Agile environment.

This is an exciting time to join the growing Performance Analyst community.


We're looking for people with strong analytical and interpersonal skills who enjoy working in a user focused, agile environment. The ideal candidate will care about technology and users and be passionate about product success.

You will be self-motivated, a confident communicator with strong interpersonal skills with a proven commitment to continuous improvement in self and others.

A performance analyst in Customer Services Group works as a key part of agile teams in the Digital Delivery Centres to use analytics to understand and improve service performance throughout the lifecycle as an essential part of user-centred design.

You will identify analytical requirements and relevant metrics, provide robust, quality assured analytics and interpret results to create compelling evidence-based and actionable data stories to share with stakeholders to drive decisions and inform the iterative design of the service.

You will have strong technical skills in Google Analytics/Google Tag Manager and be willing to undertake further training in Splunk coding skills to set up the correct configurations and queries to obtain and interrogate data.

You will be confident using Excel and Google Sheets to manipulate the data, and Data Studio and Power BI to visualize and share outputs that inform iterations to improve the user journey.

You will contribute to communities within HMRC and across government, including the HMRC performance analyst community, Digital Delivery Centres and Cross Governmental Performance Analyst Community.

Essential Criteria:

  • Undertaking Analysis and Providing Insight (Lead Behaviour).
  • Performance Measurement.
  • Communicating Analysis and Insight.
  • Technical Understanding.

Desirable Criteria:

  • The post-holder is required to be vetted to SC level security clearance.
  • Be proficient in a range of analytical tools, including Google Analytics, Google Tag Manger, Data Studio, Excel/Google Sheets and Splunk/SQL Coding, which are required for performance analytics.

Technical skills

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

  • Undertaking Analysis and Providing Insight
  • Performance Measurement
  • Communicating Analysis and Insight
  • Technical Understanding


  • Learning and development tailored to your role.
  • An environment with flexible working options.
  • A culture encouraging inclusion and diversity.
  • A Civil Service pension.

Team members that are moving offices as a result of the Locations Programme will be entitled to a Moves Adjustment Payment for three years where they incur additional costs. This is calculated based on the difference between the costs of travelling to and from the new and old office, over a weekly period. You will get more detail on this as part of targeted locations move communications.

Apply before 11:55 pm on Wednesday 6th July 2022

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