Head of Pai Customer Delivery

3 months ago

Newcastle upon Tyne, United Kingdom HM Revenue and Customs Full time

**Details**:
**Reference number**:

- 339913**Salary**:

- £66,957 - £74,018**Job grade**:

- Grade 6**Contract type**:

- Permanent**Business area**:

- HMRC - CPO - People, Analytics and Insight**Type of role**:

- Analytical
- Operational Research
- Social Research**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Manchester, Liverpool, Newcastle Upon Tyne, NottinghamAbout 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

At HMRC 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.

The People Analytics and Insight (PAI) Directorate was established in late 2019 as part of HR within HMRC. The Mission of the Directorate is to ‘To positively influence the engagement and effectiveness of our colleagues, by empowering HMRC to unlock the value of people information & insight, via our expert products & services’.

HMRC is a significant employer, with 65,000 staff, and therefore people analytics plays an important part in driving change and shaping the future of the organisation.

This role is in the Customer Delivery team, which is one of three capability areas along with Strategy and Design and Optimisation. The Directorate was formed specifically to bring a different way of operating to HR and to facilitate greater rigour in the successful delivery of key programmes.

The Customer Delivery team is an end-to-end delivery team, focussed on the implementation of the insight led strategy, with all customers, to deliver value through the expertise and capability of team. The team helps internal customers get the most value out of people insight by addressing the business problems which are most relevant to them (e.g. key workforce issues and strategic objectives). The team uses the capability, skills and expertise of the team to deliver insightful products and services which ensure our customers take decisions which are underpinned by evidence.

As a key member of the PAI senior leadership team, this role works in conjunction with another Grade 6, and oversees the delivery of this activity, the professional standards and the innovation applied to find creative ways to deliver highly effective solutions.

**Job description**:

- Championing the drive to be insight-led in our people decisions across HMRC, challenging stakeholders to utilise evidence as the maturity in exploiting insight increases in their respective areas and providing practical support from PAI’s skillset and products.
- Champion innovation within delivery, proactively exploring and promoting new methodologies, moving forward with those showing biggest potential for business impact.
- Member of the People Analytics & Insight senior leadership team, promoting an insight led and evidence-driven approach to the management of people in HMRC.
- As a member of the PAI SLT having a collective responsibility and working with peers to drive PAI forwards and deputising for the PAI Director as required.
- Nurture strong relationships with key stakeholders across the organisation, providing thought leadership, guidance and recommendations on workforce related issues.
- Set and maintain professional standards of relevant skills and knowledge across PAI.
- Champion diversity and inclusion in PAI.
- Proactively represent PAI by utilising own technical knowledge and experience to enhance links with other analytics teams across HMRC, and develop strong networks with OGDs to further People Analytics & Insight across the Civil Service.
- Ensure that PAI make effective use of external communications to grow our profile within HMRC as a whole.
- Own the delivery of the People Information Delivery Group monthly meeting to ensure it is delivering an effective governance and insight-led forum, prioritising those projects which align to strategy, business need and value, and ensuring that there is effective engagement from all stakeholders to make it a productive group to drive CPO and HMRC forward.
- Build and maintain a network of insight champions around CPO who are the voice of PAI into the business, and the voice of the business into PAI.

Leadership of the PAI Customer Delivery team, responsible for end-to-end delivery of insight to our customers. Responsibilities include:

- Ensuring that team members develop the necessary relationships with operational teams, programmes, business partners and other stakeholders, and that work is being commissioned on a regular basis.
- Ensure directorate processes to ma

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