Customer Experience Director

Department for Work and Pensions

This role can be based at any DWP hub site or service centre with the expectation of regular travel to London and other DWP sites.

  • Location

    This role can be based at any DWP hub site or service centre with the expectation of regular travel to London and other DWP sites.

  • Job type


  • Sector

    Central Government

  • Salary/Remuneration

    up to £115,000 per annum

  • Job ref


  • Expiry date

    05 September 2021

  • Client

    Department for Work and Pensions

Ref: GSe76651

This is a fantastic opportunity to work in the largest Civil Service Department that touches the lives of citizens across the breadth of the UK. What we do matters. We serve over 22 million customers a year - we keep children out of poverty; we help people without jobs to find work so that they can support themselves and their families; we ensure the most vulnerable in society are protected.

The last 15 months have been challenging ones, but the Department for Work and Pensions (DWP) has played a huge part in supporting the Government’s response, and has been at the heart of supporting those who are most vulnerable and affected by the crisis. DWP delivered a range of measures through the welfare system amounting to £9.3bn of additional support.

Reporting to the Director General, Service Excellence, the Customer Experience Director will be a champion for our mission to drive a customer centric culture across DWP – a culture in which colleagues feel they have the space to get the right outcomes for every customer in every interaction, and where we continually drive improvements and greater efficiency. This will require you to work collaboratively across DWP, whilst also bringing a degree of challenge, to make sure that we have the evidence to show that we understand what our customers need from us, how they are experiencing their interactions with us and that we are learning and improving continuously.

Your demanding portfolio will include putting data at the heart of our customer insight function so that it is central to the design and improvement of customer services, making sure that the voice of the customer is heard in all of our service transformation activity and leading a large operational function which responds to customer disputes, including lead responsibility for our serious case panel process.

This is a role that calls for an unusual skill set: curiosity for data and how to use it to address the root cause of problems, empathy for and insight into our customers, and the credibility to influence, persuade and champion the customer voice both within DWP and across Government and beyond.

The mission of DWP, the value it adds to society and the sheer scale and ambition of the Service Excellence Group mean this has the potential to be a career defining role for the right candidate. If you are an inspirational leader with a track record of telling the “service story” in a changing and complex environment, with a real passion for customer service and who can influence at a strategic level whilst building great relationships, excited by the scale of this challenge, we would love to hear from you.

This opportunity provides a great chance to make a positive impact and deliver tangible benefits to make a real difference to people. 

Recruitment Timetable

Closing Date
23.55hrs Sunday 5 September 2021

Longlist Meeting
Thursday 23 September 2021

Shortlist Meeting
Thursday 7 October 2021

w/c 11 October & 18 October 2021

Final Panel Interviews
w/c 1st November 2021

How to Apply

To apply for this post, you will need to submit the following documentation no later than 23.55hrs Sunday 5 September 2021.

  • A CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years;
  • A Statement of Suitability (no longer than two pages) explaining how you consider your personal skills, qualities and experience provide evidence of your suitability for the role, with particular reference to the essential criteria in the person specification;
  • A completed Diversity Monitoring Form. All monitoring data will be treated in the strictest confidence, will not be provided to the selection panel and will not affect your application in any way. The completion of the Diversity Monitoring Form is mandatory but it includes the option ‘prefer not to say’.

Failure to submit these documents will mean the panel only have limited information on which to assess your application against the criteria in the person specification.

For more information, an informal discussion or if you are unable to apply online, please contact in the first instance.