Customer Insights Analyst

HM Revenue & Customs; England; On-site; GBP 40,000 - 60,000; Full time

Job summary

A government department in the UK seeks a Senior Behavioural Insight & Trials Advisor to lead behavioural projects, communicate insights and implement interventions. Ideal candidates will have a background in behavioural science and strong communication skills. This role involves building stakeholder relationships and presenting findings to promote behavioural insights across various challenges including tax and customer experience.

Qualifications

• A degree in behavioural science or a related discipline or significant relevant work experience.
• Strong understanding of behavioural insights theory.
• Experience in communicating insights to non-technical audiences.
• Applied knowledge of statistics and evaluation methods.

Responsibilities

• Lead complex behavioural projects independently.
• Identify opportunities for behavioural trials.
• Design and implement behavioural interventions.
• Build and maintain stakeholder relationships.
• Deliver presentations to promote behavioural insights.

Skills

Behavioural insights application

Stakeholder relationship management

Project management

Statistical knowledge

Communication skills

Education

Degree in behavioural science or related discipline

Tools

Google Analytics

R

Qualtrics

Job description

Job description

The Senior Behavioural Insight & Trials Advisor will work on a range of behavioural insights projects across different subject areas, including scoping, problem solving, behavioural diagnosis, intervention and evaluation design, qualitative and quantitative analysis, and reporting. The team functions like an internal consultancy, forming relationships with stakeholders and communicating results with influence and impact are core components of the role.

Person specification

The role can be adapted to the strengths and interests of the successful candidates.

Key responsibilities

• Independently leading complex behavioural projects in a timely and organised manner.
• Pro-actively identifying opportunities for behavioural trials and using your knowledge and influence to bring your ideas to life.
• Using theory, evidence, and primary research to diagnose behavioural problems and design and implement creative behavioural interventions.
• Running behavioural field evaluations, such as randomised controlled trials (RCTs).
• Designing and managing online surveys.
• Analysing data from evaluations and reporting the results.
• Building and maintaining excellent stakeholder relationships internally, externally, and sometimes internationally.
• Providing behavioural advice to address varied challenges across tax, savings, communications, and customer experience.
• Delivering clear and persuasive presentations and workshops to promote the application of behavioural insight across the business.
• Developing behavioural insight and research capability within CUB and HMRC more widely.

The successful candidate will be expected to work collaboratively with colleagues across CUB. This may include supporting or temporarily joining other teams within CUB and CXD to help deliver shared priorities, projects, and outcomes. For further information, contact the vacancy holder.

Essential Criteria

• A degree in behavioural science or a related discipline, or significant relevant work experience. Related disciplines include psychology and cognitive science, as well as sociology, economics, political science, social research, or another degree with a substantial behavioural element.
• Strong understanding of behavioural insights theory and experience of applying it to address real-world problems.
• Experience turning insights into creative ideas for new interventions designed to bring about behaviour change.
• Understand the ethical considerations of applying behavioural insights.
• Ability to communicate clearly and persuasively, both in writing and verbally.
• Ability to effectively communicate behavioural insights concepts and results to a non-technical audience.
• Knowledge of evaluation methods and experience of using research methods to produce robust evidence.
• Applied knowledge of statistics.
• Ability to form effective stakeholder relationships and negotiate confidently with staff, including senior leaders.
• Experience planning and managing projects and delivering to deadlines.

Desirable Criteria

Desirable criteria may be used to differentiate candidates with equal interview scores.

• We would be interested to learn if any of the following apply to you.
• Knowledge about tax administration or financial decision-making.
• Experience of creating engaging content using storytelling, visual design and digital platforms.
• Experience with any of the following software packages: Google Analytics, R, Qualtrics.

Qualifications

A degree in behavioural science or a related discipline, or significant relevant work experience. Related disciplines include psychology and cognitive science, as well as sociology, economics, political science, social research, or another degree with a substantial behavioural element.