HM Revenue & Customs
Business Capability Development Analyst
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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.
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Borders & Trade is at the heart of the UK's economy, enabling legitimate trade, protecting the border, and supporting economic growth. Every day, we work with businesses, government departments and international partners to ensure goods move efficiently across borders while maintaining security, compliance and trust. As part of our team, you'll have the opportunity to shape major national services, influence strategic decisions, and help deliver modern, customer-focused solutions that make a real difference to people and businesses across the UK.
Borders & Trade is one of HMRC's most dynamic and exciting areas, responsible for supporting the safe and efficient movement of goods into and out of the UK. We are transforming how we deliver services, using data, technology, policy and customer insight to create simpler, more effective experiences for traders. Joining us means helping to solve complex challenges, drive innovation, and contribute to services that support both the UK's prosperity and border security.
Job Description
This is an exciting opportunity to shape how Borders and Trade understands, improves and invests in its customs services. You will use data, evidence and structured analysis to turn complex operational and policy challenges into clear choices and practical recommendations for senior leaders.
You Will:
- Analyse services end to end, from customer journeys and operational processes to data, technology, controls and delivery risks.
- Identify what needs to change, why it matters, and where action will have the greatest impact.
- Produce clear analysis, options and visual products that help senior leaders make confident decisions.
If you would like to find out more about the role we are holding a Candidate information session on Friday 2nd October @ 11.30am. Please click here to register your interest - Candidate Information Session - Business Capability Development Analyst
Person specification
You will create practical products that support real change, including service maps, current and future-state analysis, impact assessments, options papers and recommendations.
Working across policy, operations, change, digital, data and Enterprise Architecture, you will test assumptions, join up different perspectives and make sure service changes support wider HMRC priorities.
Your analysis will directly support investment decisions, assurance activity, fiscal event planning and the future shape of Borders and Trade services.
Essential Criteria
- Strong analytical skills, including the ability to break down complex business, operational or policy issues and identify the key evidence, risks and choices.
- Experience using evidence, manipulating data to identify insights, develop clear findings, options and recommendations.
- Experience mapping or describing services, processes, operating models or customer journeys, including current and future ways of working.
- Ability to identify impacts, dependencies and trade-offs across people, process, data, technology, controls, cost and delivery.
- Ability to communicate complex analysis clearly, using concise written products, visual models, slides or verbal briefings.
- Experience working with different stakeholders to test assumptions, build shared understanding and influence decisions.
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Desirable Criteria
- Knowledge of customs services, borders or trade environments.
- Experience of service design, business analysis or similar structured analytical approaches.
Further Location Information
Please ensure that you only apply for a location that you are willing and able to work from, as we will only make one offer of employment. Any additional notes included in a ‘Further Location Preferences (optional)’ field within the application form, will not be considered. Please be aware that you cannot change your location preference after submitting your application.
Office Closures
If your location preference is for the following site, it’s important to note that this is not long-term site for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.
- Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle
You will be given more information about what this means at the job offer stage.
For more information on where you might be working, review this information on our locations (opens in a new window)
Salary and Benefits
Alongside your salary of £45,544, HM Revenue and Customs contributes £13,194 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).
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
Artificial intelligence
Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Strengths and Experience.
How To Apply
As part of the application process, you will be asked to provide the following:
- A name-blind CV including your job history, previous skills and experiences and qualification details.
- A 750-word Personal Statement which 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 as outlined in the advert.
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Please evidence any Desirable Criteria where applicable (up to 250 words max). This is not essential for the role but may be considered by the vacancy holder where candidates have the same score at interview.
Further details around what this will entail are listed on the application form.
Sift
In the event of a large number of applications being received, an initial sift may be held on your Personal Statement.
At full sift your Personal Statement and your CV 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 to assess your Experience. You will also be asked strength-based questions to explore what you enjoy and your motivations relevant to the job role.
This Is An Example Of a Strengths-based Question:
“It is often said that the customer's needs should come first. To what extent do you agree or disagree with this statement?”
There is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well.
Interviews will take place virtually via video link.
Sift and interview dates to be confirmed.
Please note that circumstances may arise that require the planned interview format to change. We will endeavour to provide you with as much notice of any change as possible.
Eligibility
Please take extra care to tick the correct boxes in the eligibility sections of your application form. Mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we may 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.
Exceptionally, candidates who are not successful at this grade may be considered for appointment to similar roles at a lower grade where the eligibility criteria are met. If this applies, we will contact you directly.
The HMRC app can help you with your application
The HMRC app can provide you with your past 5 years' employment history, making the process of filling in your application quicker and easier.
If successful in your application, you will need your National Insurance number for the onboarding process.
Download the HMRC app now and save your National Insurance number to your digital phone wallet.
How to download the HMRC app and sign up for an account
Download the free HMRC app from the App Store or Google Play store.
If you have an HMRC online account already, sign straight in using your ID and password. If not, you can prove your identity by answering some questions or providing your photo ID.
You’ll then be able to access the app quickly and easily by signing in using a 6
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