SharePoint & 365 Customer Success Analyst (Hybrid)

HM Revenue & Customs; Telford; Hybrid; GBP 34,000 - 41,000; Full time

Benefits offered by this job

Flexible and Hybrid Working

Civil Service Pension

Generous leave (25–30 days)

Job summary

HM Revenue and Customs (HMRC) is seeking a Customer Success Analyst within the Chief Digital Information Office to bridge the SharePoint Centre of Excellence with internal customers, helping users gain value from SharePoint and Microsoft 365 services.

You will work with the Product/Platform Lead to manage day-to-day engagement, gather feedback, and coordinate communications, learning activities and governance reporting to shape service improvements.

Qualifications

• 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.

Responsibilities

• Gather, analyse and report on customer feedback, identifying common themes and risks to inform improvements.
• Coordinate communications, workshops and learning activities relating to the SharePoint platform.
• Monitor performance against KPIs and support governance papers and briefings.
• Translate quantitative and qualitative evidence into clear insights and recommendations.
• Promote adherence to information lifecycle management, retention schedules and regulatory obligations.

Job description

HM Revenue and Customs (HMRC) is seeking a Customer Success Analyst within the Chief Digital Information Office to bridge the SharePoint Centre of Excellence with internal customers, helping users gain value from SharePoint and Microsoft 365 services.

You will work with the Product/Platform Lead to manage day-to-day engagement, gather feedback, and coordinate communications, learning activities and governance reporting to shape service improvements.