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It is an extremely exciting time here at HM Courts and Tribunals Service. We are currently undertaking a first-of-its-kind Change Programme aimed at delivering pioneering judicial 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.
As part of the Change Directorate you will be at the forefront of facilitating and implementing change in our world-leading justice system. The Programme is ambitious and we need resilient, resourceful and adaptable people to make it happen.
Can you deliver in a fast-paced environment that is changing constantly? Does developing pioneering new services focussed on the end-user excite you? If so, please read on and apply.
About the Team
The HMCTS Change Directorate is redesigning and rebuilding our Courts and Tribunal services around the needs of our users – ensuring our services are accessible, easy to use, digital where necessary and appropriate, and well supported for all users.
The User Experience team is a cross cutting and enabling team which provides the approach, tools and support to the programmes to ensure it maintains the fundamental design principle of being user led in the delivery of transformed HMCTS services. The team work closely with projects to provide best practice and consistent design along with facilitating collaboration across the Directorate.
We are a portfolio function and provide expertise in a range of areas: this could range from designing a new pilot, segmenting and assessing populations to support our accessibility work, through to designing approaches to test interventions to support channel optimisation. Support will range from programme level research/analysis, embedding expertise in projects, consulting/advisory service or support using tools and frameworks developed by the User Experience team.
Why Join Us?
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, your work will have a real lasting social impact.
This Programme is one of the largest across Government and you will gain a deep understanding of how a large complex portfolio operates as well as develop a broad range of effective business skills. Your development will be supported throughout with coaching and mentoring from senior professionals across the Directorate, and you will also have the opportunity to attain relevant professional qualifications/certifications.
Roles & Responsibilities
We are keen to focus the role around your strengths, so rather than hiring for specific skills we are keen to have interesting conversations with Business Analysts with a passion for Customer Journey / User Experience / Process Design who feel they can add value and contribute to the team.
Overall your key purpose will be to:
Think through complex, large-scale problems at the programme level, and work with programme teams and other stakeholders to make the solution a reality
Utilise innovative tools and techniques to optimise processes and solutions, for both operational and technical problems
Be instrumental in the analysis, design and building of critical and complex custom-designed, business solutions that use a wide range of the very latest technologies
Gathering Insight from multiple sources and synthesise this to design innovative solutions for customer journey improvements
Running workshops with customers, operational teams, policy colleagues etc. to develop options for improvements to customer journeys
Effectively identifying, assessing and managing risks and issues and effectively communicating to appropriate stakeholders
Skills & Experience
We are looking for candidates with a proven track record in the following:
Experience of delivering solutions at every stage of the project lifecycle
Experience of developing solutions based upon evidence of user needs
Experience of interpreting complex data and evidence, and recommending practical actions to meet organizational objectives
Proven track-record of delivering solutions that add value to users and/or the business
Facilitation of activities within a multi-disciplinary team
Excellent communication and presentational skills
Working with innovative digital services
Additionally, experience in the following would be highly advantageous:
Recognized business analysis qualification
Worked within an Agile software development project/programme
An understanding of developing products and processes within a Continuous Improvement environment
Comprehensive knowledge of contact centre technologies, e.g. telephony, Customer Relationship Management Systems (CRMs)
Experience of defining, commissioning and delivering public-facing user testing and research
Experience of defining or delivering services for the Digitally Excluded
Experience of working with the courts and tribunals service, within the legal community or justice sector
Experience of introducing new ways of working into an existing team or department
How to Apply
Please complete the application form online and submit an up-to-date copy of your CV as well as a 750-word statement of suitability demonstrating how you meet the requirements detailed above.
If your application passes the sift, you will be invited for a personal interview at 102 Petty France, Westminster with members of the team.
We’ll assess you against these competencies during the selection process:
To find out more or to apply for this vacancy, go to our website https://justicejobs.tal.net/vx/appcentre-1/brand-2/candidate/so/pm/1/pl/3/opp/20960-20960-Business-Analyst-Customer-Journey-User-Experience-Process-Design-Band-B/en-GB