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Job description

As a Lead Performance Analyst, you'll work alongside other user-centred design professionals and with policy and process experts. This is a pivotal role where you will lead the development of performance frameworks, define KPIs, and deliver actionable insights that help shape the future of HMRC’s guidance that is part of end-to-end services across HMRC and government. You'll be a passionate advocate for using data to provide real insights and be persuasive and collaborative with a wide range of stakeholders. You will mentor and train more junior performance analysts, supporting the growth and development of the team.

Responsibilities

• Develop, embed and monitor meaningful performance measures that align with HMRC’s strategic goals, enabling data-driven decision-making and continuous improvement.
• Interpret results of performance measures to allow us to understand and anticipate customer behaviour and create compelling evidence-based and actionable data stories.
• Manage, mentor and provide quality assurance for a team of Senior and Performance Analysts, supporting their development in tools and approaches.
• Drive innovation in analysis, using advanced techniques in behavioural analytics to understand user behaviour and impact.
• Collaborate across disciplines, including content design, user research, and service design, to build a holistic view of guidance performance.

Skills and Qualifications

Essential Skills

• You must have experience of:
• Developing performance frameworks in a digital or data-driven environment and defining KPIs that align with strategic goals.
• Leading performance analysis in a digital or data-driven environment, including undertaking performance analysis and providing insight for more complex cases.
• Managing and mentoring analysts, fostering a culture of learning and continuous improvement.
• Using tools such as Google Analytics 4 to collect and analyse customer interactions of digital products and tools such as Power BI to create data visualisations.
• Creating compelling data-driven stories and recommendations to convince stakeholders at various levels to make user-centred tactical and strategic changes.