26927 - Data Analyst

£30,389 - £37,806
12 Months
Full Time

Pay Band: Band C, HEO equivalent (£30,389 - £37,806)

Current members of the analytical professions will be eligible for the higher Band Cb level and external candidates will be supported if they wish to pursue membership

Location: 102 Petty France, London

Duration: Permanent

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.

Existing civil servants applying on promotion will usually be appointed on the salary minimum of the new pay band or with an increase of 10 percent on their existing base salary (restricted to the new pay band maximum), whichever is the higher.


HM Courts and Tribunals Service 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 have a brand with an outstanding heritage and history. Being around for hundreds of years makes us proud but not complacent. We are required to continually update and modernise to ensure we align our service with the society we serve. In recognition of this, HMCTS gained £1 billion of funding in the last Government Spending Review for a root and branch ‘Reform’ of our services. We are now ready to put our plans into action and deliver.

We are focused on radically improving the customer journey for all, to ensure that they do feel like a customer. In broad terms, changing that outcome, generating satisfaction and confidence in our justice system, is our primary goal, by:

  • streamlining processes and eliminating waste so we can reinvest in improvements that our customers can touch and feel;
  • employing digital technology to enable access to justice; for example, supporting victims and witnesses to give evidence in a less intimidating way via video link;
  • enabling self-service, where appropriate, so people can get fast and easy access to simple judicial services.

For HMCTS, the changes we are making will reduce our own costs and remove service failure from our system, allowing us to put resources where they matter most.

Data Analyst – Customer Insight

The Insight and User Research function is a newly established team who will ensure that our understanding of customer characteristics, behaviours and needs, is analysed and shared in inspiring ways to inform decision making throughout HMCTS. This an exciting opportunity to be part of a new, multidisciplinary team, setting the direction for the use of analysis of customer/citizen data to create insight across digital services, customer service, and operational delivery teams.

You will support the development and deployment of a multi-disciplinary insight approach, including utilising data led testing of digital services, analytics, data science and UX research to create a comprehensive and effective view of our customers. We are looking for experienced analysts who can work flexibly and take personal responsibility for the work they lead on. This work will be challenging and offers a wide range of opportunities to develop your skills and career and make a real difference.

Key Responsibilities

You will work on a variety of projects that require analytical thinking and hands-on coding/programming skills to generate insights on users of our services. Current projects include:

  • Customer segmentation: to improve our understanding of the different parties involved in 4 million cases per year across the civil, family, crime and tribunal jurisdictions, you will combine HMCTS data with external reference data, from a range of sources, e.g. to complete geodemographic analysis using postcode data. This will involve data manipulation, modelling and visualisation.
  • Complaints and feedback data: historical and more recent data on complaints and feedback provide an opportunity to learn about the concerns of court users by jurisdiction and service. As well as summary analysis, there may be opportunities to apply natural language processing.
  • Analysing changes in channel usage: as online channels are developed and reformed, you will use data from Google Analytics on gov.uk, our call service centres, and other sources, to understand the channel mix that customers are using and how this changes as reforms are implemented.

The role presents a rare opportunity to analyse the characteristics and behaviour of a wide variety of people, at scale, to inform the development of new services and continually improve the customer experience in the operational business. The parties involved in cases, or potential cases, range from the individual money claimant seeking to recover funds from a company, to vulnerable social security appellants, or the victims of crime.

You will support the development of customer analysis across the organisation, building relationships and collaborating with other analytical teams across the department, the digital performance community, other government departments and external organisations to fill data and knowledge gaps and build on best practice.

To discuss the role in further detail, please contact Lewis Crouch Lewis.Crouch@justice.gov.uk


Key Civil Service Competencies and Essential Skills

Applicants must have a minimum 2:1 in a numerate/analytical degree.

At the application and interview stage you will be asked to provide examples of how you meet the following core competences at Level 3, as detailed in the Civil Service Competence and Professional Frameworks:

Specialist skills  

  • Applying analytical thinking to break down complex problems into a clear structure and formulate specific questions that can be tackled through analysis of available data and modelling
  • Use programming skills in R or equivalent languages to ensure analysis is robust, documented and reproducible. Evidence of using SAS, Python etc is acceptable

Leading and communicating       

  • Communicate using appropriate styles, methods and timing, to maximise understanding and impact of your analysis
  • Communicate in a straightforward, honest and engaging manner with all stakeholders and stand ground when needed

Managing a Quality Service         

  • Make effective use of project management skills and techniques to deliver outcomes, including identifying risks and mitigating actions
  • Work with a project team to set priorities, goals, objectives and timescales

Detailed guidance on the Civil Service competency framework can be found at: https://www.gov.uk/government/publications/civil-service-competency-framework  

We encourage applications from members of the Government Operational Research Service (GORS), Government Statistical Service (GSS) or Government Science & Engineering (GSE) but membership is not necessary to be eligible to apply. Applications are invited from existing HEOs or from EOs on promotion.

External candidates can access information on the analytical professions via https://www.gov.uk/government/collections/the-analysis-function-in-government

Successful applicants currently without membership of an analytical professional will be supported if they wish to pursue analytical profession membership.


Application Process

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

1.            An up-to-date copy of your CV which details your relevant experience and achievements.

2.            A 250-word statement of evidence for each of the above competencies

Should your application be successful, you will be invited for a face-to-face interview in which your suitability against the Key Civil Service competencies outlined above will be tested.

This is one of four posts being advertised across the Customer Insight and User Experience teams. The application processes for these posts are aligned but you will need to make separate applications in the first instance if you wish to be considered for more than one.


Terms & Conditions

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 MoJs excess fares allowance policy.

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

  1. An up-to-date copy of your CV which details your relevant experience and achievements.

A 250-word statement of evidence for each of the above competencies

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.


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.


The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.


The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.


  • 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.


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.

Expected Mon 8 Jul, Tue 9 Jul, Wed 10 Jul

20/06/2019, 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 - 26927.

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.

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@sscl.gse.gov.uk) in the first instance
Other competency/Experience
Leading and Communicating
Managing a Quality Service

This Vacancy is closed to applications.