Customer Success Analyst

HMRC Chief Digital Information Office (CDIO) is moving to a products and platforms model. This will be reflected in our ways of working and our roles. The emphasis of this role is to include platform technology-specific ownership and responsibility. This is because they have distinct skillsets and requirements that differ from the Product & Delivery requirements.

Job Description

As a Customer Success Analyst, you will bridge the gap between HMRC’s SharePoint Centre of Excellence Team and our internal customers that utilise the platform. Sitting within CDIO, the successful candidate will help customers gain value from SharePoint and Microsoft 365 platform services by building effective relationships, improving understanding and adoption, and using customer insight to shape service improvements.

Working closely with the Product/Platform Lead, the postholder will manage day-to-day customer engagement, gather and analyse feedback, monitor performance against agreed key performance indicators (KPIs), and coordinate communications, workshops and learning activities relating to the SharePoint platform.

The role will help customers navigate platform services successfully while ensuring their needs, challenges and experiences inform product and service decisions.

Successful candidates will have the opportunity to further enhance their knowledge in SharePoint through on-the-job learning.

Person Specification

• Assist in implementing customer engagement plans and activities that support the strategic direction of the wider organisation.
• Support change management activities by helping customers understand and adopt new features, services and ways of working.
• Contribute to communication and engagement plans for platform and service changes, ensuring customers receive timely and accurate information.
• Build and maintain effective working relationships with customers and key stakeholders, acting as a point of contact for customer queries and feedback.
• Gather, analyse and report on customer feedback, identifying common themes, risks to inform improvements.
• Assist in developing customer guidance, training materials and upskilling packages that help users maximise the value of services and platforms.
• Support the identification and sharing of good practice across teams, helping to improve the efficiency and effectiveness of customer engagement activities.
• Promote adherence to HMRC information and records management policies, retention schedules, security requirements and relevant legal and regulatory obligations,
• Prepare, quality assure and coordinate governance papers, board packs, dashboards and supporting briefings, ensuring information is accurate, concise and submitted to agreed deadlines.
• Translate quantitative and qualitative evidence into clear insights and recommendations.
• Keep customer information accurate, accessible and aligned with product and service messaging.
• Experience of engaging and building trusting relationships with various stakeholder groups with individual requirements and priorities.
• Be able to analyse customer feedback and performance information to identify trends and recommend actions.
• Have strong organisational skills and the ability to manage multiple activities to agreed timescales.
• Communicate clearly through written, digital and in-person channels, adapting content for different audiences.
• Understand the basic principles of information lifecycle management, records retention and disposal, and the importance of meeting legal, regulatory and organisational requirements.
• Be able to prepare clear governance reports, board packs, briefings and supporting evidence for senior stakeholders.
• Use Microsoft 365 products confidently, including SharePoint, Teams, Excel or similar reporting tools.
• Experience of producing clear communications, guidance or learning materials for a range of audiences.
• In-depth knowledge of SharePoint and an understanding of how this is used to support collaboration, communication and business outcomes
• Knowledge of SharePoint functionality including permissions, site structure and the use of auto delete retention labels in SharePoint.
• Experience of working in an Agile, Product or Service Delivery environment and contributing to the delivery of service improvements.
• Experience of using Power BI to produce and build reports.
• An awareness of accessibility standards and inclusive design principles, ensuring services and content meet the needs of all users.

Further Location Information

Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)’ field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.

Office Closures

If your location preference is for one of the following sites, it’s important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.

For more information on where you might be working, review this information on our locations (opens in a new window)

These sites are:

• Benton Park View, Newcastle – moving to Pilgrims Quarter, Newcastle
• Telford Plaza, Telford – moving to Parkside Court, Telford

You will be given more information about what this means at the job offer stage.

Leeds Location

Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC’s Moves Adjustment Payment guidance.

Behaviours

We'll assess you against these behaviours during the selection process:

• Changing and Improving
• Communicating and Influencing
• Working Together

Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.

To find out more about HMRC benefits and find out what it’s really like to work for HMRChear from our insiders or visit Thinking of joining the Civil Service

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