58207 - Interactions Analyst

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:

https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

Her Majesty’s Courts and Tribunals Service  

Directorate: Strategy & Change Directorate (HMCTS Reform Programme)

Workstream: User Experience and Insight Division

Job Title: Interactions Analyst

Location: National (with travel to London and operational sites as required by business)

Duration: Fixed Term Contract to 31st March 2023

Pay Span or equivalent: HEO (Band C)

London (within M25): £34,262 - £38,373

National: £30,451 - £34,105

New recruits to the Civil Service joining MoJ are expected to join at the band minimum. This position is available for external applicants as well as existing civil servants on level transfer or promotion. Secondments and loans will be considered on an individual basis. This appointment will be made on a fixed term appointment, due to the time limited nature of the Reform Programme. For existing civil servants, whilst the role itself is time limited, successful appointment on promotion will secure this grade on a substantive basis.

Background

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, and we want to build on this by updating and modernising to ensure we align our service with the society we serve. In recognition of this, HMCTS gained £1 billion of funding for a root and branch ‘Reform’ of our services. We are now in the process of putting our plans into action and delivering.

We are focused on radically improving the customer journey for all, to ensure that they do feel like a customer.  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.

The User Experience and Insight division in HMCTS is working with all parts of the organisation to support and enable the business to design and deliver services that meet user needs, to promote access to justice and to continually improve the user experience.

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. This challenging but rewarding environment will give you the opportunity to have significant and lasting social impact.

Team Purpose

This post sits within the Transforming Performance & Perception (TPP) team, within the wider User Experience and Insight Division. The team is responsible for using performance and perception data to improve and transform the design and delivery of justice services. Our focus is on gathering the data needed to understand how users are experiencing our services and supporting the organisation to use this information to improve delivery and performance. Our team’s work plays an important role in 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.

Role Purpose

As Interactions Analyst you will play a key role in generating insight from speech and text interactions between HMCTS and our users. You will be responsible for categorising and analysing speech and text feedback using a range of analytics tools to ensure the organisation has the data it needs to deliver services efficiently and effectively. The post holder will work closely with stakeholders across the organisation to understand their evidence requirements and will be responsible for ensuring that speech and text data is available that meets their needs.

Location of Post

The successful candidate/s will be required to travel to London, however base location can be flexible. Travel to other HMCTS sites may also be required as part of these working arrangements. In line with the department’s policies, travel and subsistence and, where appropriate, overnight accommodation will be available in line with organisational policies.

Key Responsibilities

The successful candidate will be expected to utilise existing speech and text analysis software to deliver actionable insight across the organisation. This will involve:

• Designing, building and maintaining speech and text categories
• Conducting quantitative and qualitative analysis of speech and text interactions to draw out key messages and insights for the organisation
• Working closely with colleagues across the organisation to understand evidence needs and requirements and develop a categorisation that meets these needs
• Visualising and communicating data and insight derived from interaction analysis through reports, dashboards and other analytical outputs

Other duties

The post holder is required to 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.

Essential Criteria

We’re looking for a highly motivated person who meets the following essential criteria:

• An understanding of speech and text analytics applications and their practical use within organisations
• Experience of using analysis and insight to identify or address business issues and problems
• Experience of conducting analysis of qualitative and quantitative data
• Able to confidently engage with stakeholders from across a range of backgrounds and business areas
• Strong written and verbal communication skills with the ability to present complex ideas, in a range of formats, simply to technical and non-technical audiences

Desirable Criteria

• Experience developing speech and text analytics tools to derive insight
• Experience using social media analytics tools

Application Process

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

• An up-to-date copy of your CV which details your experience and achievements
• A 250-word (max) statement of evidence on how your Skills, Knowledge and Experience meet each of the following Success Profiles behaviours (to Level 3 standard):
• Making Effective Decisions
• Communicating & Influencing
• Working Together

If selected for interview, please note that these may be held via video conferencing.

The following assessment criteria will be tested at interview stage:

• Experience – verbal questions based on achievements included in your CV
• Success Profile Behaviours – as listed above

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

If we receive applications from more suitable candidates than we have vacancies for at this time, we may hold suitable applicants on a reserve list for 12 months, and future vacancies requiring the same skills and experience could be offered to candidates on the reserve list without a new competition.

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

The MoJ is proud to be Level 3 Disability Confident. Disability Confident is the approach through which we offer guaranteed interviews for all people with disabilities meeting the minimum criteria for the advertised role as set out in the job description.

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.