34582 - Performance and Perception Design Lead

£52,845 - £63,500
1
12 Months
London
London
102 PETTY FRANCE LONDON, SW1H 9AJ
Grade 7
Grade 7
Fixed Term
Up to 2-Year Fixed Term Contract
Full Time
Operational Research, Social Research / Market Research, Strategy, Analytical

We welcome and encourage applications from everyone, including groups currently underrepresented in our workforce and pride ourselves as being an employer of choice. To find out more about how we champion diversity and inclusion in the workplace, visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity

Please note, the salary range for Inner London: £52,845 to £63,500

This position is available for external applicants as well as existing civil servants on level transfer or promotion. New recruits to the Civil Service joining MoJ are expected to join at the band minimum. For an exceptional applicant and under exceptional circumstances, managers have discretion to set starting salaries above the pay range minimum.

In response to Covid-19 at the time of advertising these roles HMCTS has full-time working at home arrangements in place for this team. The successful candidate will usually be based with the team in London, 102 Petty France. In future arrangements we expect travel to other HMCTS sites as part of these working arrangements to resume. In line with the department’s policies, travel and substance and where appropriate overnight accommodation will be available for other locations.

Background

It’s an extremely exciting time for you to join the Customer Directorate in HM Courts and Tribunals Service!

HMCTS’s work underpins the delivery of justice, making sure trials and hearings run fairly and efficiently. Every year, millions of people seek justice in our courts and tribunals and we are here to ensure anyone in need of our courts and tribunals receives a service that suits their needs. We’re undertaking a first-of-its-kind Change Programme aimed at delivering pioneering justice 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.

In Customer Directorate we’re at the forefront of radically improving the user journey for all, and ensuring users feel the system is designed to support them through the justice process. Our work has huge variety and scope to really add value to the way in which our Reform programme is being delivered, and to make a real difference to services for millions of citizens. These roles are an opportunity for you to play an important part in this.

We’re a cross-cutting and enabling Directorate, providing the approach, tools and support to our transformation delivery teams to support Reform to be user-led. Our work and products are critical to supporting HMCTS as it transforms itself from an organisation driven by outcomes linked to its internal processes, to one driven more directly by the needs of its users. We work very closely with services and projects to provide best practice and consistent design, collaborating effectively to innovate and improve.

Strong evidence, clear insight, reliable data and quality analysis are key components for our work. Within the Directorate and our other analytical teams we have expertise and leadership experience in social and market research, behavioural science, digital development, economics, experimental/trials evaluation, operational research and data science.

Role and responsibilities

We’re recruiting a resourceful, creative and adaptable person who is passionate about making a difference to users of the justice system to join our Transforming Performance & Perception (TP&P) team within the Customer Directorate.

The team enables HMCTS to shift the dial on our performance conversations; to measure what matters most to our users and identify areas for service improvements as soon as possible. We support senior colleagues in developing new, user-focused performance approaches and ensure we are transforming now, during our Reform programme, and preparing our organisation for post-Reform.    

As Performance and Perception Design Lead, you’ll have a fantastic opportunity to develop new approaches to measuring and understanding the performance of a large operational organisation from a user perspective – working with colleagues from across the business to design and define new user-centred performance metrics, such as first contact resolution measures.

Drawing on insight from the team and wider customer directorate, you’ll work with service owners to design metrics, and with operational colleagues to understand how the data will be used and the impact its design will have on the business. You’ll ensure that we measure what matters to our users and that we are focusing our resources effectively on the things that we can act against to improve the services we deliver.

To be successful in this role, you’ll need to actively build and maintain a network of contacts across the organisation and work effectively with a wide range of stakeholders across HMCTS and MoJ, senior leaders and the judiciary, as well as keeping abreast of best practice across government and beyond. You’ll also have strengths in analysing and understanding complex business processes and user journeys and in using the insight you gather from these to inform and influence senior leadership decision making    

This is an exciting and influential role, in a high-profile area for HMCTS.   You’ll be supported by a wider team with a real range of user experience expertise and by analytical and Customer Directorate colleagues to deliver outputs at different levels of the organisation and positively impact on significant systemic, service, operational and site improvements. Our outputs are regularly viewed by and used across our organisation, including by the HMCTS Senior Management Team and HMCTS Board. You’ll be able to make a real contribution supporting services to excel at supporting users through the justice process.    

We work flexibly across projects within TP&P and Customer Directorate, so you will work manage colleague’s day to day and you will have direct line management responsibility of at least two staff. You’ll be line managed by the G6 Head of Transforming Performance and Perception and you’ll present outputs to our Steering Group, chaired by the Customer Director.

To discuss the role in further detail or transfer arrangements for permanent civil servants into fixed term roles, please contact julian.noti@justice.gov.uk.

 

Essential/Desirable Skills, Knowledge and Experience:

The successful candidates may already be a member of or have potential to join either the Government Social Research (GSR), Government Statistical Service (GSS) or Government Operational Research Service (GORS) professions. Candidates’ technical skills covering ability to use insight and analysis will be assessed on the criteria set out below and these professions’ analytical requirements. External candidates can access information on the analytical professions via

https://www.gov.uk/government/collections/the-analysis-function-in-government

The successful candidate will be highly motivated and resilient and meet these essential requirements:

  • Skilled at operating through ambiguity; proactively identifying and solving nebulous problems to address key business issues, including by leading working groups, scoping exercises and workshops
  • An ability to develop strong relationships with a range of stakeholders including with senior leadership and to work closely and collaboratively with them to identify organisational performance reporting needs and develop solutions
  • Delivering effectively, leading on programmes of work and managing competing priorities, scoping and undertaking projects proactively and develop them in response to business needs with experience of developing plans to deliver priorities whilst building consensus amongst colleagues and stakeholders
  • Identifying and managing cross-cutting dependencies, risks and issues so accountabilities and responsibilities are clear and trackable, and delivery remains on track; meeting governance requirements, particularly at Steering Group level
  • Excellent verbal and written communication skills, with experience in drafting high quality papers/reports, including communicating analysis to expert and non-technical audiences and presenting to senior leaders, Boards and Steering Groups.
  • An ability to work effectively within a high-performing team in a fast-paced, continuously developing and often pressurised, challenging environment
  • Experience in designing strategic metrics in an operational organisation; identifying what to measure and how, sourcing data, defining metrics and undertaking user testing of measures

In addition, the successful candidate would also bring a selection of the following applicable skills and experience:

  • Leading and managing a team; managing resources, work priorities and playing an active role in developing high performing teams
  • Utilising analysis, insight and data visualisation tools such as Power BI to support the delivery of strategies, determine impacts of changes and inform and influence decision making
  • Developing and using analysis to identify key trends and patterns and drive service and operational performance
  • Leading on the development of strategic, business tools to aid decision-making
  • Building analytics capability in an organisation
  • Experience of managing projects and programmes that is designed to deliver user focused services

 

Application Process

To apply for this position please completed the online application form, ensuring you submit the following evidence / documents:

  • An up-to-date CV (noting if you are already a member of a Government analytical profession)
  • A 250-word statements on how your skills, knowledge and experience meet each of the following Success Profiles technical skills and behaviours (to Level 4 standard):
  • Technical skills: Ability to use insight and analysis to drive change or service improvements
  • Behaviours:

- Seeing the Bigger Picture

- Making effective decisions

- Communicating and Influencing

- Working Together

Further information on Success Profiles and required standards for this post (Level 4) can be found at: https://www.gov.uk/government/publications/success-profiles            

Please also note that interviews may be required to be conducted via video conference.

 

Terms & Conditions:

Fixed Term Appointment

This appointment will be made on a fixed term basis, due to the time limited nature of the Reform Programme.

For existing civil servants, whilst the role itself is time limited, at the end of the fixed term period, you will retain your permanent status but will be placed on the re-deployment register. Successful appointment on promotion will secure this grade on a permanent substantive basis.

Secondments and loans will be considered on an individual basis.

Flexible working options

HMCTS offers a flexible working system in many of its offices.

Job Sharing and Reduced Hours

All applications for job sharing or reduced hours will be treated fairly and on a case by case basis in accordance with the MoJ’s flexible working policy and equality policy.

Excess Fares and Relocation Allowances

This job is not eligible for relocation allowances but excess fares may be considered in accordance with MoJ’s excess fares allowance policy.

In response to Covid-19 at the time of advertising these roles HMCTS has full-time working at home arrangements in place for this team. The successful candidate will usually be based with the team in London, 102 Petty France. In future arrangements we expect travel to other HMCTS sites as part of these working arrangements to resume. In line with the department’s policies, travel and substance and where appropriate overnight accommodation will be available for other locations.

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 voluntary benefits,retail vouchers and discounts on a range of goods and services.
  • For any moves across the Civil Service may have implications on your ability to carry on claiming childcare vouchers
  • 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. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

1-      To Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com);

2-      To Ministry of Justice Resourcing (resourcing-services@justice.gov.uk);

3-      To the Civil Service Commission (details available here)

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.

Grading Structure Review

The Ministry of Justice is currently undergoing a review of posts which are currently graded at Band A to realign our grading structure with the majority of the wider Civil Service.

Posts advertised at Band A may be graded at either Grade 6 or Grade 7 once the review has taken place. 

Interviews expected to be conducted mid to end of June 2020

02/06/2020, 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@gov.sscl.com Please quote the job reference - 34582.

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.

Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance.

if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance

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

Behaviours
Seeing the Big Picture - 250 word limit
Making Effective Decisions - 250 word limit
Communicating and Influencing - 250 word limit
Working Together - 250 word limit
Experience
CV
Technical Skills
Ability to use insight and analysis to drive change or service improvements - 250 word limit

Interview stage assessments

There is 1 interview stage for this vacancy.
Behaviours
Seeing the Big Picture
Making Effective Decisions
Communicating and Influencing
Working Together

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.