13518 - Senior Performance Analyst and Data Scientist

Overview

HMCTS is responsible for the administration of courts and tribunals across England and Wales and for supporting an independent judiciary to administer and improve access to justice. The organisation has a strong emphasis on delivery with customer-focus and evidence-led performance management key to its operations.

HMCTS is embarking on a period of significant change, funded by an investment of £1bn, which will see the organisation transform over the next 5 years to deliver a world class justice system. We have produced a video that shows the scale of change we are planning.

https://www.youtube.com/watch?v=llSHcJ6c3AY

Analysis and Performance sits at the heart of HMCTS Finance, Governance and Performance (FGP) providing analytical support across a diverse and exciting agenda. We work in a dynamic and fast paced context, our skills are in heavy demand and we are expanding to meet this demand.  

Main purpose of the roles:

Post 1 Senior Performance Analyst

As part of our transformation we are creating new national Customer Service Centres and national processes for handling key services for citizens. This will allow a unique opportunity for the successful candidates to conduct performance analysis for:

• New national services (e.g. handling of divorce covering citizens’ end to end interaction with them).
• New digital services (e.g. online applications for divorce).
• Contact centres handling more than 2 million calls from users in more than 120 countries which relate to a wide range of HMCT critical work (e.g. handing criminal cases, divorce cases, & immigration appeals).
• Working with a wider set of operational researchers, data analysts and scientists to develop and exploit new opportunities (e.g. speech and textual analytics, contact centre use of webchat).

This is a very rare opportunity to conduct performance analysis in a large organisation, working across multiple channels (e.g. digital, telephony etc.) exploiting new large data sets in innovative ways to deliver better services for millions of citizens. For the right candidate this could be a career defining opportunity.

Your work will be integral to the organisation’s operational performance management and continuous improvement of critical services on a day to day basis. Additionally, the analysis you produce will help underpin planned future transformation of services over the period to 2022.

You will work as part of a new team of data and performance specialists being set up to provide analytical and insight support to underpin robust service and operational delivery. As a core member of this team, you will lead data projects to analyse business processes and operations to understand the factors that underlie performance issues across services and provide recommendations for solutions that will help drive improvements. You will also develop insights that will help to inform the development of the long term HMCTS strategy.

To be successful in this role, you will need to be adept at manipulating large datasets, performing statistical analysis and data visualisation. You must be confident in communicating reports and analysis to both technical and non-technical audiences. You will also need be a recognised ‘self-starter’ who is comfortable working flexibly and who can achieve tangible results in complex environments.

The successful candidate will work to the Head of Data Engineering and Exploitation (National Services and Customer Service Centres), will additionally have professional support from HMCTS’s Head of Analysis and Reporting and also engage closely with other analysts in the Analysis and Performance (A&P) division as well the wider Ministry of Justice. The role will also work closely with the Customer Service Centre Delivery Director and their management team. There will be opportunities to work across multidisciplinary teams to gain wider experience, depending on the interests and skills of the post holder.

The post is advertised in several locations, but frequent travel to other sites will be required, especially London and Loughborough.

Key Responsibilities:

• Lead and deliver analytical projects that draw together data from digital, telephony and other channels to provide understand the root cause of service performance issues. Identify improvements to address performance issues and provide recommendations on tactical solutions for addressing performance and service problems.
• Lead activities to develop insight on user trends and behaviours that will help inform the development of digital and non-digital solutions.
• Create and develop standardised tools and dashboards that clearly convey the findings of performance analysis. Disseminate findings and deliver and embed findings with clients.
• Represent your team at operational boards and within the wider business to build cross functional relationships and strengthen the perception of your team as a fair, impartial and business focused partner.
• Lead the development of new KPIs and performance measures for the Customer Service Centres/National Services network. 
• Coach, develop and support more junior members of the team.
• Undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

Post 2 Data Scientist

As a member of Analysis and Performance you will play a key role in transforming HMCTS into a data driven organisation by providing HMCTS and the Judiciary with timely, accurate and accessible analysis that will underpin operational decisions and Reform activities.

You will work closely with business partners and jurisdictional leads to identify a programme of analytical work and ensure results are fit-for-purpose and clearly understood. The role requires strong leadership, excellent data science skills, and confident communication of analytical products.

Key Responsibilities:

• You will lead the application of data science and advanced analytics techniques through the delivery of discrete analytical projects and tools to understand the drivers behind differences in court performance and assess the impact over various initiatives.
• You will be responsible for developing and delivering a rolling program of analytical work and ensuring outputs are delivered to agreed deadlines, meet customers’ needs and are of high quality.
• You will identify opportunities for improvement using data science approaches in line with Continuous Improvement principles and assist with their implementation across the division.
• You will promote the use of data science amongst HMCTS analysts to build capability within the organisation; including by mentoring colleagues, quality assuring the work of others as and when required, and disseminating outputs across the wider justice system and civil service.
• You will work with developers to build effective, interactive solutions online which will allow operations colleagues to analyse and compare their performance. This will be through the use of state-of-the-art packages, such as RShiny, and the advanced visualization, including conveying information geographically.
• Reviewing data quality and developing and managing a Data Assurance process
• Developing and maintaining robust Data Collection processes
• You will represent Analysis and Performance in the wider business in a professional manner which builds cross functional relationships and strengthens the perception of Analysis and Performance as a fair, impartial and business focused /critical partner.
• You will work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

Key Skills (Both Posts)

• Excellent numerical and data analysis skills, with advanced knowledge and substantial experience of using tools for data science, analysis and visualisation (e.g. Tableau, R, Google Analytics, SAS).
• Excellent data preparation and interrogation techniques with a strong track record of using robust and assured approaches to do so (including statistical methods where necessary).
• Strong interpersonal skills and ability to build and maintain strong working relationships with business partners and stakeholders.
• Problem solving approach with the curiosity and proactivity to engage and understand both the strategic business goals and the customer’s needs.
• Strong communication and influencing skills, with the ability to take complex ideas, concepts and data sets and communicate their key messages clearly in writing and verbally to a variety of audiences.
• Ability to work both independently and as part of a team, managing own time and priorities as required.
• Ability to work in a culture of change.
• Ability to identify areas of improvement and create innovative approached to delivering better quality services and products.

We welcome applications from candidates from all sectors and relevant backgrounds who have substantial experience in quantitative data analysis in a data driven role as well as a relevant qualification, at least a 2:2 honours degree in a STEM (science, technology, engineering and mathematics) subject or one with a significant numerate, statistical, economic or research content or similar postgraduate qualification.

All candidates will be asked to submit a CV (including relevant academic qualifications), together with evidence of how they demonstrate the key skills and competencies shown below, which will be assessed during the sift/interview. If we receive a larger number of applications, we will carry out an initial sift based on the evidence you supply covering the key skills required for the post.

Candidates applying from within the Civil Service who are members of a recognised Government analytical / scientific profession (GSS, GSR, GORS, or GSE) will be asked to demonstrate that they meet the relevant professional requirements for this role at SEO level.

Competences

Making effective decisions (Level 3)

• Identify a broad range of relevant and credible information sources and recognise the need to collect new data when necessary from internal and external sources
• Recognise patterns and trends in a wide range of evidence/data and draw key conclusions, outlining costs, benefits, risks and potential responses
• Ensure all government and public data and information is treated with care in accordance with security procedures and protocols
• Invite challenge and where appropriate involve others in decision making to help build engagement and present robust recommendations

Collaborating and Partnering (Level 3)

• Establish relationships with a range of stakeholders to support delivery of business outcomes
• Act as a team player, investing time to generate a common focus and genuine team spirit
• Actively seek input from a diverse range of people
• Encourage collaborative team working within own team and across the Department

Delivery at Pace (Level 3)

• Show a positive approach in keeping their own efforts and the team’s focused on the goals that really matter
• Regularly monitor own and team’s work against milestones or targets and act promptly to keep work on track and maintain performance
• Successfully manage, support and stretch self and team to deliver agreed goals and objectives
• Take responsibility for delivering expected outcomes on time and to standard, yet allowing the team space and authority to deliver objectives

Other Competency/Experience

• Please provide examples of how you meet the key skills required for these posts

Closing Date: 27th November 2017 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 13518.

If you require any more information about these posts, please email sat.chander@justice.gov.uk. Please quote the job reference 13518.