Data Analyst (National)

Ministry of Justice; United States; Hybrid; USD 69,000 - 103,000; Full time

Job summary

HM Courts & Tribunals Service (HMCTS) is recruiting an analytics-focused role to create outputs across voice, webchat, email and admin channels in National Services, supporting budget delivery and KPI tracking.

You will analyze multi-system data to identify trends, build performance scorecards, and present insights to senior stakeholders up to Director level, enabling service improvement across jurisdictions. Hybrid working is available, with standard hours 37 per week.

Qualifications

• Experience in data analytics and performance in a planning environment.
• Ability to translate analysis into actionable recommendations for decision-making.
• Advanced Excel and PowerPoint skills for reporting.

Responsibilities

• Create analytical outputs across multiple channels to support budget delivery.
• Track KPIs and develop performance scorecards for coaching and improvement.
• Manage relationships with stakeholders up to Director level to articulate service outcomes.
• Coordinate cross-jurisdiction analyses and present insights.

Skills

Resource planning

Data analytics

Performance reporting

Advanced Excel

Stakeholder influence

PowerPoint

Tools

Power BI

SQL

VBA

WFO systems

Job description

As a directorate, we're a little different than our counterparts who are aligned by their geographic location - National Services Supports services and service users over multiple jurisdictions and regions. Collaboration between our teams along with the support of our colleagues in courts and tribunals enable us to continue to transform HMCTS together. We're looking for individuals who are committed to public service and making a difference in people's lives to deliver justice.

Your role

The principal purpose of this role is to create analytical outputs for all channels including voice, webchat, email and Admin in National Services to support budget delivery. This work supports the tracking and delivery of the National Service's KPI's and organisational strategic goals. You will use multi-system generated data for identification of trends in performance and measurements against agreed KPI's, and create performance scorecards to aid coaching and development conversations. These will be tailored based on the needs and focusses of each Jurisdiction. The role also encompasses critical relationship management at all levels (up to Director Level) to articulate service outcomes and root cause analysis to aid Service Improvement strategies. To ensure our services are consistent and operated effectively, successful candidates will be required to work full-time. Standard full time working hours are 37 hours per week and working hours will be between 9am and 5pm Monday to Friday. There is an expectation that you can be flexible with your working hours to accommodate the needs of the business. Non-contractual hybrid working is currently available. Hybrid working arrangements will be determined by the business and will only be available when it has been established that delivering the service from home can be done effectively. We cannot facilitate requests for a particular work from home/working in the office schedule.

If you're customer focussed, intent on delivering excellent service, enthusiastic about leading and motivating a team, then this role gives you the opportunity to play a pivotal role within HM Courts & Tribunals Service (HMCTS).

Your skills and experience

Essential

• Demonstrable experience of working in a resource planning environment, specifically in Data Analytics and Performance.
• Experience in analytical problem solving and data translation, creating recommendation to support data informed decision making
• Advanced Microsoft Excel and PowerPoint skills
• Proven experience in influencing senior stakeholders to deliver operational improvements
• Performance reporting and tracking

Desirable

• Experience of understanding Service Centre metrics and shrinkage modelling
• Be able to articulate reasons for performance deviations though shrinkage, AHT's, availability
• Power BI knowledge is desirable.
• Experience in using SQL; VBA
• Experience with telephony and Workforce Management systems
• WFO and Contact Centre Solutions experience strongly desirable

HMCTS is an agency of the Ministry of Justice responsible for the administration of criminal, civil and family Courts and Tribunals in England and Wales. Our roles support our service users and colleagues within HMCTS, where people and businesses access potentially life-changing justice.

National Services is a directorate within HMCTS Operations, comprised of Criminal Fines, Collection and Enforcement, National Business Centres and Courts & Tribunals Service Centres.