20960 - Business Analyst - (Customer Journey / User Experience / Process Design) - Band B
Duration: 2 year fixed-term contract with the option to extend
Number of Positions:
It is an extremely exciting time here at HM Courts and Tribunals Service. We are currently undertaking a first-of-its-kind Change Programme aimed at delivering pioneering judicial services that better serve the public, and with over £1 Billion of funding this is the most ambitious programme of its kind anywhere in the world.
As part of the Change Directorate you will be at the forefront of facilitating and implementing change in our world-leading justice system. The Programme is ambitious and we need resilient, resourceful and adaptable people to make it happen.
Can you deliver in a fast-paced environment that is changing constantly? Does developing pioneering new services focussed on the end-user excite you? If so, please read on and apply.
About the Team
The HMCTS Change Directorate is redesigning and rebuilding our Courts and Tribunal services around the needs of our users - ensuring our services are accessible, easy to use, digital where necessary and appropriate, and well supported for all users.
The User Experience team is a cross cutting and enabling team which provides the approach, tools and support to the programmes to ensure it maintains the fundamental design principle of being user led in the delivery of transformed HMCTS services. The team work closely with projects to provide best practice and consistent design along with facilitating collaboration across the Directorate.
We are a portfolio function and provide expertise in a range of areas: this could range from designing a new pilot, segmenting and assessing populations to support our accessibility work, through to designing approaches to test interventions to support channel optimisation. Support will range from programme level research/analysis, embedding expertise in projects, consulting/advisory service or support using tools and frameworks developed by the User Experience team.
Why Join Us?
This is a once-in-a-generation opportunity to help transform how justice is delivered in England and Wales - by ensuring that the needs of the public are kept at the heart of reform, your work will have a real lasting social impact.
This Programme is one of the largest across Government and you will gain a deep understanding of how a large complex portfolio operates as well as develop a broad range of effective business skills. Your development will be supported throughout with coaching and mentoring from senior professionals across the Directorate, and you will also have the opportunity to attain relevant professional qualifications/certifications.
Roles & Responsibilities
We are keen to focus the role around your strengths, so rather than hiring for specific skills we are keen to have interesting conversations with Business Analysts with a passion for Customer Journey / User Experience / Process Design who feel they can add value and contribute to the team.
Overall your key purpose will be to:
- Think through complex, large-scale problems at the programme level, and work with programme teams and other stakeholders to make the solution a reality
- Utilise innovative tools and techniques to optimise processes and solutions, for both operational and technical problems
- Be instrumental in the analysis, design and building of critical and complex custom-designed, business solutions that use a wide range of the very latest technologies
- Gathering Insight from multiple sources and synthesise this to design innovative solutions for customer journey improvements
- Running workshops with customers, operational teams, policy colleagues etc. to develop options for improvements to customer journeys
- Effectively identifying, assessing and managing risks and issues and effectively communicating to appropriate stakeholders
Skills & Experience
We are looking for candidates with a proven track record in the following:
- Experience of delivering solutions at every stage of the project lifecycle
- Experience of developing solutions based upon evidence of user needs
- Experience of interpreting complex data and evidence, and recommending practical actions to meet organizational objectives
- Proven track-record of delivering solutions that add value to users and/or the business
- Facilitation of activities within a multi-disciplinary team
- Excellent communication and presentational skills
- Working with innovative digital services
Additionally, experience in the following would be highly advantageous:
- Recognized business analysis qualification
- Worked within an Agile software development project/programme
- An understanding of developing products and processes within a Continuous Improvement environment
- Comprehensive knowledge of contact centre technologies, e.g. telephony, Customer Relationship Management Systems (CRMs)
- Experience of defining, commissioning and delivering public-facing user testing and research
- Experience of defining or delivering services for the Digitally Excluded
- Experience of working with the courts and tribunals service, within the legal community or justice sector
- Experience of introducing new ways of working into an existing team or department
How to Apply
Please complete the application form online and submit an up-to-date copy of your CV as well as a 750-word statement of suitability demonstrating how you meet the requirements detailed above.
If your application passes the sift, you will be invited for a personal interview at 102 Petty France, Westminster with members of the team.
Working Arrangements & Further Information
Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.
Flexible working hours
The Ministry of Justice offers a flexible working system in many offices.
Benefits
The MoJ offers a range of benefits:
Annual Leave
Generous allowances for paid holiday starting at 25 days per year, and rising as your service increases. There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.
Pension
The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
Training
The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
Support
- A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
- Access to flexible benefits such as salary sacrifice arrangements for childcare vouchers, and voluntary benefits such as retail vouchers and discounts on a range of goods and services.
- Paid paternity, adoption and maternity leave.
- Free annual sight tests for employees who use computer screens.
Networks
The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equality of opportunity.
There is a guaranteed interview scheme (GIS) for candidates with disabilities who meet the minimum selection criteria.
05/10/2018, 23:55 hours.
Closing Date: 5th October 2018 at 23:55 hours
If you require any assistance please call 0845 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@sscl.gse.gov.uk Please quote the job reference.
To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why.
For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).
If you do not meet the above requirements, you may still be considered if, for example:
- You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
- You were studying abroad
- You were living overseas with parents
In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.
Candidate Information
You may be required to provide statements describing your skills and experience relevant to each of the selection criteria. We recommend that you structure any examples as Situation, Task, Action and Result. For more information about the recruitment process and answers to general queries, please click the below link which will direct you to our Candidate Information Page.
Link: https://justicejobs.tal.net/vx/candidate/cms/About%20the%20MOJ
In the event of a large number of applications, we reserve the right to undertake the following processes:
- An automated online test where a benchmark must be passed to progress;
- A sift on the lead selection criteria. If this happens, the lead criteria will be the first one listed in the advert.
During the selection process, you may be asked to undertake an additional assessment (such as written test). If this is applicable you will be notified of this when you are invited to interview.
We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.
Application form stage assessments
Interview stage assessments
A Great Place to Work for Veterans
The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit : https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans
Redeployment Interview Scheme
Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.
MoJ are able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidate's will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.
This job is broadly open to the following groups:
· UK nationals
· nationals of the Republic of Ireland
· nationals of Commonwealth countries who have the right to work in the UK
· nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) https://www.gov.uk/settled-status-eu-citizens-families
· nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
· individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
· Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules
This Vacancy is closed to applications.