Customer Success Analyst

About The Job Job summary Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC. Visit our YouTube channel to watch the full series and come and discover your potential. HMRC Chief Digital & Information Office (CDIO) delivers in-house solutions for projects and programmes that deal with a broad range of business, technical and operational issues. Our offices are hi-tech, state-of-the-art facilities that allow our teams to maximise their capabilities. We are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. We want to maximise the potential of everyone who chooses to work for us, and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you. Diverse perspectives and experiences are critical to our success, and we welcome applications from all people from all backgrounds with the experience and skills needed to perform this role. About Our Team Enterprise Integration Services (EIS) sits at the core of HMRC's Chief Digital and Information Officer (CDIO) group, delivering critical integration and middleware services that process over a billion transactions annually and connect hundreds of HMRC systems. EIS provides Application Programming Interface (API) platforms, and support to enable external developers and government partners to build secure, authorised integrations with HMRC digital services. Operating with modern open-source technologies and Agile practices, EIS delivers flexible and scalable integration solutions. Within this, the EIS Operational Excellence team strengthens governance, delivery discipline, and operational effectiveness. The team provides commercial, financial, supplier, and process management to ensure services are delivered reliably at scale, in line with control, data, and assurance requirements, enabling sustainable, high-volume service delivery. Job Description The Customer Success Analyst helps stakeholders get the most from the platform by supporting engagement activities, improving adoption, and providing both proactive and reactive customer support. The role manages ongoing customer relationships, gathers feedback to drive continuous improvement, and helps turn customer insights into service enhancements. It also supports cost transparency by helping monitor platform spend and ensuring accurate recharge of platform costs to projects. Person specification • Contribute to cost transparency by supporting the monitoring of platform spend and ensuring the accurate recharge of platform costs to projects. • Coordinate and support the full end to end EIS Purchase Order process to ensure accuracy and compliance. • Act as the point of contact for business areas, suppliers and platform owners, for customer and operational excellence queries. Able to manage escalation routes as appropriate. • Support customer readiness activities and the rollout of new platform features via accurate comms and SharePoint updates. • Promote and track customer utilisation of platform features. • Capture customer feedback and identify common trends to drive improvements. • Produce and maintain reports to highlight usage, service trends, and improvement opportunities. • Engage with stakeholders across departments to ensure alignment and effective knowledge sharing. Essential Criteria • Strong analytical skills with the ability to interpret customer trends and feedback. • Provide Governance and assurance reporting for EIS. • Effective communicator able to engage and challenge stakeholders at all levels. • Ability to manage competing priorities and maintain attention to detail. • Strong Excel, Power Bi and Jira Desirable Criteria • Experience working within a digital, technology, or platform service environment. • Experience of working in a fast-paced environment. • Experience with performance reporting. Transitional Sites For more information on where you might be working, review this information on our locations . If your location preference is for one of the following sites, it's important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time. These Sites Are • Telford Plaza, Telford - moving to Parkside Court, Telford You will be given more information about what this means at the job offer stage. Leeds Locations Moves Adjustment Payment will be available for this role, provided the successful applicant is a current HMRC colleague in Bradford and meets the eligibility requirements outlined in the HMRC's Moves Adjustment Payment guidance. Benefits Alongside your salary of £37,682, HM Revenue and Customs contributes £10,916 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs. We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days. • Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary. • Family friendly policies. • Personal support. • Coaching and development. To find out more about HMRC benefits and find out what it's really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service Things you need to know Artificial intelligence Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use. Selection process details How To Apply As part of the application process, you will be asked to provide the following: • A name-blind CV including your job history, qualifications and previous skills and experiences. Your Job history should show up to your last 5 roles detailing how you meet the Person Specification part of the Job Description providing the successes of each role in your examples. • A 500-word personal statement. Your personal statement should show in no more than 500 words how you meet the Essential Criteria. We want to see examples outcomes and impacts in these not just listing you have the experience please. Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at interview. Further details around what this will entail are listed on the application form. Sift In the event of a large number of applications being received, an initial sift may be held on the CV. At full sift your CV and your Personal Statement will be assessed, with the successful candidates being invited to interview. We may also raise the score required at any stage of the process if we receive a high number of applications. Interview During the panel interview, you will be asked experience based questions. We will be assessing your suitability for the role by asking you experienced based questions around the Job Description and Essential Criteria. There will be the opportunity to ask questions at the end of the interview. Interviews will take place via video link. Sift and interview dates to be confirmed. Eligibility Please take extra care to tick the correct boxes in the eligibility sections of your application form . Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may not be able to reopen your application for you. If you do make a mistake with your eligibility form, or have withdrawn yourself in error and need your application reinstated whilst the campaign is still live, please contact us via: unitybusinessservicesrecruitmentresults@hmrc.gov.uk - Use the subject line to insert appropriate wording for example - 'Please re-open my application - [insert vacancy ref] & vacancy closing date [insert date]'. To check that you are eligible to apply for this role, please review the eligibility information before submitting your application . Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. If this applies, we will contact you directly. The HMRC app can help you with your application The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier. If successful in your application, you will need your National Insurance number for the onboarding process. Download the HMRC app now and save your National Insurance number to your digital phone wallet. How to download the HMRC app and sign up for an account Download the free HMRC app from the App Store or Google Play store. If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID. You'll then be able to access the app quickly and easily by signing in using a 6-digit PIN, your fingerprint, or facial recognition. You can find guidance for technical issues on GOV.UK: Technical support with HMRC online services . Reserve List A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles - if this applies to you, we'll let you know via your Civil Service Jobs account. Criminal Record Check Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy. Merit List After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location. Hybrid working at HMRC HMRC is an office-based organisation, and colleagues are expected to spend 60% of their working time in the office. Our offices provide opportunity for interaction, collaboration which aids learning and development and a sense of community. Where the role allows it, and where the home environment is suitable, colleagues can work from home for up to 2 days a week, averaged over a calendar month (or a proportionate amount of time for colleagues who work less than full time). Reasonable Adjustments We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate. If you need a change to be made so that you can make your application, you should: • Contact the UBS Recruitment team via unitybusinessservicesrecruitmentresults@hmrc.gov.uk as soon as possible before the closing date to discuss your needs. Complete the "Assistance required" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a Language Service Professional. Technical Support If you are experiencing problems that cannot be resolved by our ' help ' section, then technical support is available. You will receive a reply in 2 working days. Important Information For Existing HMRC Contractual Homeworkers This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the 'location preferences' section that you can travel to. Terms and Conditions Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process. HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations . The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences. Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process. Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations. Questions relating to an individual application must be emailed as detailed later in this advert. Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government. New entrants will join on the minimum of the pay band. Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract. If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. For more Information for people applying for, or thinking of applying for, roles at HM Revenue and Customs, please see link: Working for HMRC: information for applicants - GOV.UK . Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality Requirements This job is broadly open to the following groups: • UK nationals • nationals of the Republic of Ireland • nationals of Commonwealth countries who have the right to work in the UK • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) • individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 • Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window) . The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) . Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job Contact • Name : Lana Law • Email : lana.law@hmrc.gov.uk Recruitment team • Email : unitybusinessservicesrecruitmentresults@hmrc.gov.uk Further information Appointment to the Civil Service is governed by the Civil Service Commission's Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles. In the first instance, you should raise the matter directly via ubsrecruitmentcomplaints@hmrc.gov.uk. Please note that we do not accept complaints or appeals regarding scoring of outcomes of campaigns, unless candidates can provide clear evidence that the campaign did not follow the Recruitment Principles. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.