Head of Customer Experience Insight, Research and Analytics

Department for Work and Pensions

Leeds, Newcastle, Sheffield, Cardiff, Birmingham, Glasgow and Blackpool.

  • Location Leeds, Newcastle, Sheffield, Cardiff, Birmingham, Glasgow and Blackpool.
  • Sector Central Government
  • Client Department for Work and Pensions
  • Job Type Permanent
  • Salary/Remuneration up to £85,000
  • Reference GSe99424
  • Closing Date Monday 12th June 2023

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.

Reporting to the Customer Experience Director, the Head of Customer Experience Insight, Research and Analysis will provide confident, proactive leadership to a multi-disciplinary team of circa 80 FTE staff, that includes professional analysts, digital and customer insight experts. The team is at the forefront of how we use our data, using it to tell the story of what is going on for our customers, creating compelling narrative so that the wider organisation is able to use the data to drive transformation and spot risks and challenges.

To be successful, you will need to bring a proven track record of developing high performing teams and be able to show that you can drive continuous improvements for both the customer and colleagues through expert handling of our available data streams. You will need to be experienced ‘joining the dots’ at a strategic level, so you can see how best to use our data to craft compelling narratives, to help translate strategy to action. A collaborative style is going to be critical, as you will need to work extensively across teams and external partners. You will also be innovative and creative, alert to new tools and methods of visualising data, constantly thinking about what more we can do, in the most cost effective and efficient ways.

Genuine excitement for change and a passion for customer service are essential. A key element of this role is helping to shape the future of the wider DWP Customer Experience and being at the forefront of our driving a customer centric culture in which colleagues aim for the right outcome for our customers at every step of their journey.   

The mission of DWP, the value it adds to society and the sheer scale and ambition of the Customer Experience Directorate means this has the potential to be a career-defining role for the right candidate. If you meet the criteria are 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. 

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