Platform Owner

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 runs one of the biggest digital operations in Government. Our digital services are at the heart of the tax and benefits services for 45 million individuals and 5 million business customers. The Customer Insight Platform (CIP) is an award-winning data platform that delivers real time suspicious activity monitoring for HMRC. It supports critical fraud prevention activities by enabling HMRC to decide how much to trust customer interactions, but also provides rich behavioural insight data for our customer facing services. CIP is composed of multiple agile delivery teams which together provide the platforms and services that achieve this by auditing, collecting, and curating customer interaction data into products that can be easily consumed by our numerous internal customers. This data is, therefore, just as critical to maintaining the security of HMRC's services as it is to understanding how they are used., The CIP Experience team is responsible for providing support to our customers by:

• Helping them understand the Customer Insight Platform and its capabilities

• Supporting them in getting access to the services and data

• Supporting them in optimising their use of the tools available

• Updating customers on the service health and any issues, should they occur But the team also represents those same customers within CIP by:

• Collating and prioritising their feedback

• Working closely with customers to understand challenges they face

• Working with User Researchers to test improvements to the CIP services

• Ensuring other CIP teams improve their services to meet customer needs, As a Platform Owner you will take on a product leadership role in the Customer Insight Platform (CIP), supporting a team to continuously deliver value to its customers. You will be an experienced agile practitioner who is user centred in their approach. You will be able to prioritise work appropriately and clearly explain the rationale underpinning those prioritisation decisions. You'll be able to work well with other delivery teams within CIP, ensuring that cross team goals are valued at least as highly as goals that relate purely to your team.

Person specification To be successful in this role you will have the experience and skills required to:

1. Own the vision, strategy and roadmap for the CIP Experience Team, working closely with other CIP teams to understand their support needs
2. Deeply understand CIP's customers and their needs acting as a voice of the customer within CIP
3. Oversee and improve the account creation processes for CIP, ensuring essential appropriate security clearance and access control criteria are followed
4. Manage CIP wide incident communications to customers
5. Design and optimise product support processes and tooling
6. Develop and monitor service and support metrics to drive continuous improvement
7. Coach the team in agile and lean practices
8. Collaborate closely with the other CIP teams and User Researchers on wider platform priorities
9. Have experience of managing others, We'll assess you against these behaviours during the selection process:

• Managing a Quality Service

• Making Effective Decisions

• Changing and Improving, + A 750-word Personal Statement. Your Personal Statement should be used to describe how your skills and experience would be suitable for the advertised role, making reference to the essential criteria and person specification outlined in the advert. 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 At 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 questions based on the behaviours listed below to explore in detail what you are capable of. Behaviours:

• Managing a Quality Service

• Making Effective Decisions

• Changing and Improving 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. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will 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. 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. 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. 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. 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. 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).

Product Management. You are familiar with building and maintaining Digital Products. You are user centred in your product design and thinking. You can define value for products, prioritising a backlog in order to maximise it. You use data insights to measure the success of products and to support the actions you take.

• Customer focus. You're customer centric and are a great communicator. You work closely with customers and stakeholders, leveraging user research as appropriate, to fully understand their needs. You create a product strategy that will meet their needs. You're able to say no to things that are not in line with the product vision or strategy.

• Analytic thinking. You're able to identify and define problems as well as workable solutions. You're able to use data to validate your decisions and to identify opportunities. You are a problem solver with great attention to detail. You enjoy the challenges inherent with making tough decisions and are able to justify them.

• Agile and Lean practices. You know how to coach and lead teams in Agile and Lean practices for product design and delivery.

• Communication. You can develop effective relationships, communicating with teams and stakeholders at all levels. You can manage stakeholder expectations. You can work with other Product Owners to build towards common goals.

• Team building. You'll evidence past examples where you have grown self-managing and autonomous teams. You can motivate individuals to work collaboratively and proactively promote diversity and inclusion.

• Incident management. You can provide appropriate, outward communication to stakeholders should your service have a service impacting incident. Desirable Criteria:

• Previous experience of working in a Live Service Support Team

• Previous line management experience

• A working understanding of Structured Query Language (SQL) and/or Splunk Search Processing Language (SPL)

Alongside your salary of £58,541, HM Revenue and Customs contributes £16,959 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

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.