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Civil Service Pension with an average employer contribution of 27%
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Customer Insight
Digital
Market Research
Social Research
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About the job
Job summary
The Government People Group is dedicated to collaborating with government departments, professions, and functions to modernise and enhance the effectiveness of the Civil Service. Our mission is to equip the government workforce with the necessary skills and capabilities, ensuring the right people are in the right roles and continually developing to excel in their positions.
We provide leadership and cultivate leaders with exceptional management skills across departments, extending our influence to partners in the broader public sector. Achieving this involves refining our retention and reward strategies, nurturing specialised skills, and instilling pride and resilience in our workforce. Furthermore, we play a crucial role in offering system leadership across central government by streamlining back office services. Collectively, we assist the Cabinet Office in its pursuit of efficiency and reforms to improve government operations and deliver superior public services.
Within the Government People Group, the Platforms, Data, and Interoperability (PD&I) directorate is responsible for delivering platforms and services to over 400,000 civil servants. This includes services related to recruitment, data analysis, skills development, and learning solutions.
As a User Experience Analyst and Researcher in the PD&I directorate, you will be at the intersection of analytics and customer experience. You will collaborate closely with our broader User Experience team, sharing a common goal of creating exceptional experiences for our employees and customers. We are seeking a proactive, customer-centric individual to join the driving forcethe “engine room”of our team.
Job description
Are you a data-driven enthusiast motivated to enhance services and thrive in a fast-paced, ever-evolving environment? Do you have a passion for working with various technologies and using innovations like AI to uncover meaningful insights? If so, we invite you to seize this opportunity and join our dynamic team as a User Experience Analyst and Researcher.
In this role, your primary focus will be on delivering practical value through data-driven insights. You will play a pivotal role in understanding the factors influencing customer metrics and optimising User Experience through data insights. Your responsibilities will include designing, configuring, and developing surveys, reporting, dashboards, and self-service capabilities. Additionally, you will refine Speech & Text Analytics, build relevant topics, and automate insights generation. Your ability to bridge insights to narrate current and future directions will be essential.
This position presents an excellent opportunity to further develop and acquire new skills, encompassing a wide range of abilities. If you are ready to make a real impact on our employees and customers and transform diverse customer experience data into actionable insights for improvement, then consider joining us as a User Experience Analyst and Researcher.
Key Responsibilities:
- Survey Design and Implementation: Dedicate a significant portion of your time to designing, configuring, and evolving our surveys and visualisation dashboards, collaborating with the business and leveraging our third-party Customer Experience Survey Platform.
- Data Analysis and Insight Generation: Utilise your analytical skills to extract, analyse, and interpret data from various sources. Identify patterns, trends, and insights that drive our customer experience initiatives.
- Supporting BAU & Project Requests: Conduct root cause analysis to understand customer experience drivers, identify root causes of dissatisfaction, and recommend solutions. Identify strengths and weaknesses in our customer journeys.
- Develop Recommendations: Produce recommendations for customer experience target settings and experience metrics, such as CSAT and NPS at the Brand and Journey level. Lead analysis across multiple critical initiatives.
- Customer Experience Dashboards: Create Customer Experience dashboards that combine real (operational) and perceived (customer feedback) customer experience measures, enabling easy drill-down to different levels of analysis.
- Ownership and Innovation: Take ownership of our insight platforms, updating and expanding them to meet evolving business needs. Stay updated with the latest customer experience technologies and analytical techniques, applying them to your work. Focus on automating repetitive tasks and processes where possible, freeing up time for more complex analysis and insight generation.
- User Experience Evaluation: Play a key role in evaluating UX, designing tools to communicate insights, analysing journey data, and collaborating with teams. Your work will significantly contribute to understanding and enhancing our customer experiences.
- Stakeholder Engagement and Collaboration: Forge strong partnerships with the broader CX team and across the business. Partner with and serve insights, conduct deep dives, provide BAU support across various sprints, and more.
Person specification
To be successful in the role of User Experience Analyst and Researcher, you should possess the following essential criteria:
- Proven experience in a relevant role or a background in quantitative research or data analysis.
- Demonstrated skills in communicating and storytelling with data and insight in an engaging manner.
- Interest and passion for supporting and working with CX technologies and surveys.
- Experience managing multiple projects and priorities with a self-starter and proactive nature.
- A strong focus on delivering insights on time across projects, initiatives, and BAU tasks.
- A determination to constantly innovate, automate, simplify, and generate practical insights.
- The ability to quickly learn, implement, and refine processes and capabilities.
This role may not be suitable for you if:
- You dislike working with data and analytics, as the role heavily relies on deriving insights from customer surveys, dashboards, and visualisations.
- You are uncomfortable with ambiguity or frequent changes, as the environment is dynamic with new technologies and priorities.
- You are not open to learning and staying updated on the latest techniques such as AI and NLP.
- You prefer strategic thinking over technical implementation, as the day-to-day work involves hands-on analysis.
- You have fixed ways of working, as you are expected to constantly optimise and innovate processes.
- You are reluctant to collaborate, as the role entails close collaboration with cross-functional teams.
- You are averse to stakeholder presentations, as the role requires presenting insights clearly and influencing action.
- You do not persevere through challenges, as the role demands resilience in a high-growth environment.
- You dislike process automation, as there is a significant focus on automating repetitive tasks through technology.
- You are uncomfortable having honest conversations, as the role requires providing objective insights even if they are negative.
Note: We value candidates who meet most of our criteria, and we welcome applications from individuals who possess a majority of the criteria listed.
Behaviours
We’ll assess you against these behaviours during the selection process:
Technical skills
We’ll assess you against these technical skills during the selection process:
- Analysis and synthesis.
- Strategic insight
- Research
Benefits
£11,029 towards you being a member of the Civil Service Defined Benefit Pension scheme.
Find out what benefits a Civil Service Pension provides.
- Learning and development tailored to your role.
- An environment with flexible working options.
- A culture encouraging inclusion and diversity.
- A Civil Service Pension which provides an attractive pension, benefits for dependants and average employer contributions of 27%.
- A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.
Things you need to know
Selection process details
Application process
As part of the application process, you will be asked to complete:
- A CV setting out your career history, work experience and qualifications please provide a brief summary of the jobs you have had with responsibilities and key accomplishments where relevant.
- A Statement of Suitability which should highlight your experience in line with the essential criteria above (maximum 750 words).
Your CV and Statement of Suitability are your opportunities to show us how your experience means that you meet the criteria for this role. Your CV should cover your skills, job history, and achievements to date and your Statement of Suitability is the chance to further expand on this and give specific examples of where you have demonstrated the desired skills. Giving examples rather than just saying you’re experienced with a certain requirement will strengthen your statement and enable the sift panel to understand more about your suitability for the role.
Selection process
This role is also aligned with the Digital, Data and Technology (DDaT) Capability Framework (User Researcher) for the Civil Service. You can view the Senior User Researcher role at https://www.gov.uk/guidance/user-researcher for more details.
Sifting stage
An initial sift will be conducted on your CV and Statement of Suitability. The sift panel will use the information in your employment history and personal statement to assess your experience, skills, and knowledge against the criteria above.
Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to assessment/interview.
Interview stage
If youre successful at sift stage you will be invited to a video interview.
For this role, the Success Profiles to be assessed at the interview are listed in this advert. The questions will ask you to talk about relevant examples with a focus on how you have demonstrated the behaviours and Technical Skills. We may also ask you to demonstrate a technical skill via a presentation, further details will be provided with the interview invite.
Sift and interview dates to be confirmed.
Expected timeline (subject to change)
Expected sift date TBC
Expected interview date/s TBC
Interview location – Online
Reasonable adjustments
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via cabinetofficerecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
Complete the Assistance required section in the Additional requirements page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if youre deaf, a Language Service Professional.
Further information
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘contact point for applicants’ section.
Please note that this role requires CTC clearance, which would normally need 3 years UK residency in the past 3 years. This is not an absolute requirement, but supplementary checks may be needed where individuals have not lived in the UK for that period. This may mean your security clearance (and therefore your appointment) will take longer or, in some cases, not be possible.
Please be aware the levels of national security clearance are changing which may impact on the level needed for this role by the time of appointment. All efforts will be made to keep candidates informed of any changes and what that will mean in terms of vetting criteria. For more information please See our vetting charter
Please note terms and conditions are attached. Please take time to read the document to determine how these may affect you.
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring or Disclosure Scotland.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk
New entrants are expected to join on the minimum of the pay band.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicants details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
Offers above the band minimum are subject to our assessment of your skills and experience as demonstrated at interview. Salaries over the band minimum will be paid as a non-pensionable allowance.
A reserve list will be held for a period of 12 months, from which further appointments can be made.
Any move to Cabinet Office from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at: https://www.childcarechoices.gov.uk.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles (opens in a new window).
Apply and further information
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Contact point for applicants
Job contact :
- Name : Ingrid Morris
- Email : ingrid.morris@cabinetoffice.gov.uk
Recruitment team
- Email : cabinetofficerecruitment.grs@cabinetoffice.gov.uk
Further information
If you are not satisfied with the response you receive, then you can contact the Civil Service Commission at info@csc.gov.uk. For further information on the Recruitment Principles. and bringing a complaint to the Civil Service Commission, please visit their website at: https://civilservicecommission.independent.gov.uk.
