Customer Insights Data Analyst - Hybrid & Support Focus

HireHi; Greater London; Hybrid; GBP 34,000 - 41,000; Full time

Benefits offered by this job

Flexible and hybrid working

Pension contributions

Leave 25 days +

Career coaching and development

Job summary

HireHi seeks a Customer Insights Platform Experience (CIP-X) Support Specialist to assist HMRC colleagues in using data products, resolving issues, and improving services. You will manage user access, coach on searches, and act as the first contact for CIP-related requests, while coordinating with agile teams.

The role emphasizes strong communication, collaboration, and documentation, with hybrid working arrangements and opportunities for growth within the CIP-X program.

Qualifications

• Experience providing customer support in a digital/analytical environment.
• Experience managing workloads and tickets to deadlines.
• Experience troubleshooting issues and escalation routes.
• Experience communicating technical information to stakeholders.
• Experience collaborating with multidisciplinary teams.
• Experience administering user accounts and access controls.
• Experience documenting guidance and operational records.
• Experience using data analytics or search tools to support users.

Responsibilities

• Resolve user issues and support requests across CIP’s data products.
• Set up and administer user accounts, permissions, and access controls.
• Coach users in creating and refining searches and queries across CIP tools.
• Act as first point of contact for CIP product support requests.
• Support Product Owner by sharing insights and shaping improvements.
• Manage and prioritise support tickets and backlogs.
• Troubleshoot technical issues and identify solutions or escalations.
• Assist onboarding for new users with access and guidance.
• Produce and maintain user guidance and FAQs.
• Communicate service updates and known issues to user communities.
• Coordinate support activities across teams and monitor recurring issues.
• Contribute to service improvement within Agile delivery teams.
• Build relationships with stakeholders and users across HMRC.
• Maintain records and knowledge of CIP-X products.

Skills

Customer support

Service desk

User administration

Communication skills

SQL basics

Data querying

Troubleshooting

Agile collaboration

Tools

SQL

Search tools

Splunk

Superset

Google Analytics

Digital Persona

Job description

HireHi seeks a Customer Insights Platform Experience (CIP-X) Support Specialist to assist HMRC colleagues in using data products, resolving issues, and improving services. You will manage user access, coach on searches, and act as the first contact for CIP-related requests, while coordinating with agile teams.

The role emphasizes strong communication, collaboration, and documentation, with hybrid working arrangements and opportunities for growth within the CIP-X program.