Idva Security Customer Operations Lead

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

- 407335

**Salary**:

- £56,344 - £70,422
- National £56,344 - £62,590 London £63,397 - £70,422
- A Civil Service Pension with an employer contribution of 28.97%

GBP

**Job grade**:

- Grade 7

**Contract type**:

- Permanent

**Business area**:

- HMRC - CDIO - HMRC Security

**Type of role**:

- Security

**Working pattern**:

- Flexible working, Full-time, Job share, Part-time

**Number of jobs available**:

- 1

**Contents**:

- Location
- About the job
- Benefits
- Things you need to know

**Location**:

- Bristol, Leeds, Stratford, Telford

**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.

The Identity Verification and Authentication function in HMRC Security is a new team, focusing specifically on our Identity and Access Management services and security risk for customers and colleagues. Access to our systems and services should be simple, secure, and consistent. We will set the direction and standards to achieve that aim, provide visibility of threats to support data-driven investment in controls, and work across HMRC to respond against those that try to exploit our services.

This is an exciting role that provides the opportunity to be part of the recently formed HMRC Fraud Prevention Centre. You will work with the FPC team and partners, acting as a key contributor in a team that supports victims, suppresses criminal activity, and provides insight into threats.

The role holder will be analysing customer interaction data from our digital and telephony services, identifying cases for further investigation and intervention by colleagues across HMRC, as part of a new collaborative Fraud Prevention Centre team (FPC). You will be a key contributor to a wider team that supports victims, suppresses criminal activity, and provides insight into threats that will shape the security of HMRC services.

Our team is rapidly growing as we invest in new technologies and capabilities, and we are in search of enthusiastic individuals who can help us in achieving our mission.

**Job description**:
As the Lead Customer Analyst within HMRC’s Fraud Prevention Centre (FPC), you will play a pivotal role in protecting HMRC’s Identity Verification & Authentication (IDV&A) services. You’ll lead advanced data analysis efforts to detect, investigate, and prevent fraudulent activity, while mentoring junior colleagues and shaping the evolution of our fraud intelligence capabilities.

This is a dynamic, high-impact position that will evolve as the team matures—ideal for a proactive, analytical thinker who thrives in ambiguity and is eager to drive innovation.

**Person specification**:
**Key Responsibilities**:

- ** Visualisation & Reporting**: Produce high-quality, insightful reports and dashboards. Present technical findings clearly to non-technical stakeholders, including senior leadership.
- ** Tool Development & Automation**: Use basic scripting (e.g. Excel functions) to automate analysis, develop visualisations, and build scalable, efficient analytical tools.
- ** Collaboration & Casework**: Work closely with CCG and security colleagues to investigate complex fraud, understanding offender tactics and supporting operational responses.
- ** Process Improvement**: Identify and lead service improvement initiatives across data analysis and fraud detection processes.
- ** Strategic Support**: Track and report performance metrics, support project planning, and align identity risk reporting with wider compliance strategies.
- ** Stakeholder Engagement**: Engage stakeholders across HMRC (e.g. CCG, RIS, CS&TD) to influence behaviour change and shut down fraudulent activity.
- ** Leadership & Mentoring**: Provide technical guidance and potentially line management to junior analysts. Champion IDV&A initiatives across HMRC.
- ** Deputising & Representation**: Act on behalf of the G6 Risk & Operations Lead as needed. Partner with the G7 Data Acquisition Assurance to shape team priorities and delivery.

**Additional Security Information**

**Essential Criteria**:

- A degree in **Data Analysis**, **Data Science**, **Cyber Security**, or **Information Security**, _or_ a minimum of **3 years’ proven experience** in a relevant cyber or identity-related role.
- Demonstrated experience using **Security Information and Event Management (SIEM)** platforms (e.g. **Splunk**, **Elastic**) within a security operations environment with the ability to script searches.
- Knowledge of how **web services** operate—including browsers, cookies, IP addresses, and authentication protocols.
- Familiarity with **fraud and security risks** affecting digital services.

**Desirable Criteria**:

- ** CISMP qualifi