About the job

Job summary

This position is based nationally

Job description

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

Grade: SEO

(MoJ candidates who are on a specialist grade, will be able to retain this grade on lateral transfer)

Salary: National: £39,868 - £43,535. London: £45,824 - £50,039

Working pattern: Full time, part time, job share, flexible working

Contract Type: Permanent

Vacancy number: 84689

 *We offer a hybrid working model, allowing for a balance between remote work and time spent in your local office. Office locations can be found ON THIS MAP

The Role

We’re recruiting for a User Experience (UX) Operations Lead here at Justice Digital, to be part of our warm and collaborative Service Operations team.

 You will report to the Senior Service Desk Manager. This is a pivotal role for ensuring an optimal experience for end-users interacting with the MoJ Digital & Technology Service Desk. By Liaising closely with both MoJ and our Service Desk Strategic Partner, the UX Operations Lead will gather, analyse, and Champion feedback to drive continuous improvement. 

To help picture your life at MoJ Justice Digital please take a look at our blog and our Digital and Technology strategy 2025

Key Responsibilities: 

            User Feedback:

o   Maintain the Customer Satisfaction Survey within the ITSM Toolset.

o   Conduct Regular user sessions to understand pain points and areas of satisfaction.

            Data Analysis:

o   Analyse feedback to identify trends, patterns, and areas for improvement.

o   Use quantitative and qualitative data to provide actionable insights.

            Collaboration and Advocacy:

o   Collaborate with the Service Desk Partner to communicate user feedback and drive improvements.

o   Advocate for the end-user by ensuring their voice is representative in all Service Desk decisions and improvements.

            Reporting:

o   Prepare regular reports on user feedback, key findings, and implemented changes.

o   Provide actionable recommendations based on user feedback and data analytics.

            Continuous Improvement:

o   Work closely with the Operations team to devise strategies for enhancing user experience.

o   Chair regular review sessions with the Service Desk Partner to discuss performance metrics and user feedback.

            Stakeholder Engagement:

o   Engage with internal teams to gather additional feedback and understand broader organisational needs.

o   Act as a Bridge between end-users and management, ensuring transparent communication. 

If this feels like an exciting challenge, something you are enthusiastic about, and want to join our team please read on and apply!

Benefits

• 37 hours per week and flexible working options including working from home, working part-time, job sharing, or working compressed hours.
• We are committed to nurturing our staff and provide lots of training and development opportunities with learning platforms such as: Linux Academy, O’Reilly, Pluralsight, Microsoft Learning, Civil Service Learning, GDS Academy, etc.
• 10% dedicated time to learning and development with a budget of £1000 a year per person
• Generous civil service pension based on defined benefit scheme, with employer contributions of 28.97% from April 1st 2024 (Contribution Rates)
• 25 days leave (plus bank holidays) and 1 privilege day usually taken around the Kings’ birthday. 5 additional days of leave once you have reached 5 years of service.
• Compassionate maternity, adoption, and shared parental leave policies, with up to 26 weeks leave at full pay, 13 weeks with partial pay, and 13 weeks further leave. And maternity support/paternity leave at full pay for 2 weeks, too!
• Wellbeing support including access to the Calm app.
• Nurturing professional and interpersonal networks including those for Careers & Childcare, Gender Equality, PROUD and SPIRIT
• Bike loans up to £2500 and secure bike parking (subject to availability and location)
• Season ticket loans, childcare vouchers and eye-care vouchers.
• 5 days volunteering paid leave.
• Free membership to BCS, the Chartered Institute for IT.
• Some offices may have a subsidised onsite Gym. 

Person Specification

Essential 

• Communication Skills: Clear and effective communication is crucial for collaborating with the Service Desk Partner, internal teams, and representing end-users in discussions.
• Data Analysis: Proficiency in analysing both quantitative and qualitative data to identify trends, patterns, and areas for improvement. This involves using tools and techniques for effective data analysis.
• Customer Satisfaction Management: Experience in maintaining Customer Satisfaction Surveys within the ITSM Toolset and conducting regular user sessions to understand pain points and areas of satisfaction.
• Collaboration and Advocacy: Strong collaboration skills to work closely with the Service Desk Partner, ensuring effective communication of user feedback and advocating for the end-users in decision-making processes.
• Reporting Skills: Ability to prepare regular reports on user feedback, key findings, and implemented changes. This includes providing actionable recommendations based on data analytics.
• Continuous Improvement: A proactive approach to working with the Operations team in devising strategies for enhancing the user experience. This involves chairing regular review sessions with the Service Desk Partner to discuss performance metrics and user feedback.
• Stakeholder Engagement: Engaging with internal teams to gather additional feedback and understanding broader organisational needs. Acting as a bridge between end-users and management to ensure transparent communication.
• Problem-Solving: Strong problem-solving skills to address pain points and challenges identified through user feedback and data analysis.
• Empathy and User-Centric Approach: Having empathy for end-users and adopting a user-centric approach in decision-making and service improvements.

Willingness to be assessed against the requirements for SC clearance. 

We welcome the unique contribution diverse applicants bring and do not discriminate on the basis of culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor. 

Our values are Purpose, Humanity Openness and Together. Find out more here about how we celebrate diversity and an inclusive culture in our workplace. 

Person specification

Please refer to attached Job Description

Benefits

Alongside your salary of £39,868, Ministry of Justice contributes £10,804 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

Things you need to know

Selection process details

How to Apply 

Candidates must submit a CV and 500 word personal statement which describes how you meet the requirements set out in the Person Specification above. 

Within their application, we ask that candidates pay particular attention towards the following essential criteria will be assessed at the sift stage -

• Data Analysis: Proficiency in analysing both quantitative and qualitative data to identify trends, patterns, and areas for improvement. This involves using tools and techniques for effective data analysis.
• Collaboration and Advocacy: Strong collaboration skills to work closely with the Service Desk Partner, ensuring effective communication of user feedback and advocating for the end-users in decision-making processes.
• Reporting Skills: Ability to prepare regular reports on user feedback, key findings, and implemented changes. This includes providing actionable recommendations based on data analytics.
• Continuous Improvement: A proactive approach to working with the Operations team in devising strategies for enhancing the user experience. This involves chairing regular review sessions with the Service Desk Partner to discuss performance metrics and user feedback. 

In Justice Digital, we recruit using a combination of the Government Digital and Data Profession Capability and Success Profiles Frameworks. We will assess your Experience, Technical Skills and the following Behaviours during the assessment process: 

• Seeing the Big picture
• Changing and Improving
• Communicating and influencing
• Working Together 

Your application will be reviewed against the Person Specification above by a diverse panel. 

Successful candidates who meet the required standard will then be invited to a 1-hour panel interview held via video conference. 

Should we receive a high volume of applications, a pre-sift based on the following criterion may be conducted -

• Data Analysis: Proficiency in analysing both quantitative and qualitative data to identify trends, patterns, and areas for improvement. This involves using tools and techniques for effective data analysis. 

Should you be unsuccessful in the role that you have applied for but demonstrated the capability for a role at a lower level, we reserve the right to discuss this opportunity with you and potentially offer you the position without the need for a further application. 

A reserve list may be held for a period of up to 12 months from which further appointments may be made.

Terms & Conditions

Please review our Terms & Conditions which set out the way we recruit and provide further information related to the role and salary arrangements. 

If you have any questions please feel free to contact recruitment@digital.justice.gov.uk

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window). 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.