Customer Success Analyst

HMRC Chief Digital Information Office (CDIO) is moving to a products and platforms model. This will be reflected in our ways of working and our roles. The emphasis of this role is to include platform technology-specific ownership and responsibility. This is because they have distinct skillsets and requirements that differ from the Product & Delivery requirements.

As a Customer Success Analyst, you will bridge the gap between HMRC’s SharePoint Centre of Excellence Team and our internal customers that utilise the platform. Sitting within CDIO, the successful candidate will help customers gain value from SharePoint and Microsoft 365 platform services by building effective relationships, improving understanding and adoption, and using customer insight to shape service improvements.

Working closely with the Product/Platform Lead, the postholder will manage day-to-day customer engagement, gather and analyse feedback, monitor performance against agreed key performance indicators (KPIs), and coordinate communications, workshops and learning activities relating to the SharePoint platform.

The role will help customers navigate platform services successfully while ensuring their needs, challenges and experiences inform product and service decisions.

Successful candidates will have the opportunity to further enhance their knowledge in SharePoint through on-the-job learning.

• Assist in implementing customer engagement plans and activities that support the strategic direction of the wider organisation.
• Support change management activities by helping customers understand and adopt new features, services and ways of working.
• Contribute to communication and engagement plans for platform and service changes, ensuring customers receive timely and accurate information.
• Build and maintain effective working relationships with customers and key stakeholders, acting as a point of contact for customer queries and feedback.
• Gather, analyse and report on customer feedback, identifying common themes, risks to inform improvements.
• Assist in developing customer guidance, training materials and upskilling packages that help users maximise the value of services and platforms.
• Support the identification and sharing of good practice across teams, helping to improve the efficiency and effectiveness of customer engagement activities.
• Promote adherence to HMRC information and records management policies, retention schedules, security requirements and relevant legal and regulatory obligations,
• Prepare, quality assure and coordinate governance papers, board packs, dashboards and supporting briefings, ensuring information is accurate, concise and submitted to agreed deadlines.
• Translate quantitative and qualitative evidence into clear insights and recommendations.
• Keep customer information accurate, accessible and aligned with product and service messaging.
• Experience of engaging and building trusting relationships with various stakeholder groups with individual requirements and priorities.
• Be able to analyse customer feedback and performance information to identify trends and recommend actions.
• Have strong organisational skills and the ability to manage multiple activities to agreed timescales.
• Communicate clearly through written, digital and in-person channels, adapting content for different audiences.
• Understand the basic principles of information lifecycle management, records retention and disposal, and the importance of meeting legal, regulatory and organisational requirements.
• Be able to prepare clear governance reports, board packs, briefings and supporting evidence for senior stakeholders.
• Use Microsoft 365 products confidently, including SharePoint, Teams, Excel or similar reporting tools.
• Experience…