Role: Head of Customer Intelligence & Experience
Business: Office of Public Guardian (OPG)
Location: National (occasional travel to Birmingham and Nottingham will be required)
Grade: G6
Salary: National £71,381 - £80,419 London £75,674 - £85,257
Contract Type: Permanent
Minimum Hours: This is a full-time post. However, requests for flexible, part-time working and job share will be considered, considering at all times the operational needs of the Department.
Organisational Overview
The Office of the Public Guardian is here for people at some of the most important and vulnerable moments of their lives. Our mission is to support everyone to take the decisions they need, and to protect the interests of those who are unable to make decisions is a significant responsibility. We are an Executive Agency of the Ministry of Justice (MoJ), set up in 2007 following the introduction of the Mental Capacity Act of 2005.
OPG is responsible for registering lasting powers of attorney (LPA) and enduring powers of attorney (EPA) and supervising deputies who are appointed by the Court of Protection.
OPG is a fantastic place to work offering a range of development opportunities. The OPG has signed up to the ‘Time to Change’ pledge which supports mental health in the workplace, as well as recently receiving a health and wellbeing charter accreditation as we are committed to developing a supportive and inclusive environment that reflects the diverse community we serve.
OPG is currently delivering an ambitious transformation programme. This will change the way we provide services and help us meet the growing needs of our users, partners and our stakeholders. It will make sure our users experience a better level of support and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high-quality services that are accessible and affordable.
Team Overview
As OPG continues to modernise how it delivers services, we are strengthening how we use the insight and understanding of our current and future customers to help shape how we deliver our services now and in the future.
The Head of Customer Intelligence and Experience will lead a multi-disciplinary function bringing together the following teams: customer insight and research, complaints and stakeholder engagement.
Sitting within the Transformation Directorate, the role provides the evidence and insight that enables senior leaders to put customers at the heart of decision making, both in how services are designed and how they operate day to day.
The post holder will lead a joined up approach to customer intelligence across OPG, drawing together insight from complaints, operational data, research and feedback to build a clear picture of customer needs, behaviours and experience. The focus is on translating insight into clear, actionable evidence that supports informed discussion and decision making across the organisation.
This role will be central to working with the organisation to shape and inform OPG’s customer strategy. By providing insight into customer awareness, access and experience, including how different groups engage with OPG services, the role will help inform future priorities and approaches. Working closely with Communications, Operations, Digital and Policy teams, you will ensure engagement and service activity is grounded in a strong understanding of customer need.
This is a senior, highly collaborative role, working across OPG to champion evidence led, customer centred decision making and support sustained improvements in customer outcomes.
Duties and Responsibilities
Key responsibilities and accountabilities include but are not limited to:
Customer Intelligence & Insight
Set the direction for OPG’s customer intelligence approach, working in partnership with teams across the organisation to bring together insight from research, operational data, complaints, feedback, analytics and external sources.
Work with Communications, Operations and Digital colleagues to improve understanding of customer awareness and engagement with OPG services.
Provide strategic leadership for the customer metrics framework, working in partnership to ensure insight from customer measures is meaningful, consistent and informs decision making.
Enable the use of customer insight and feedback to inform policy, service design and delivery, supporting teams to translate insight into measurable improvements.
Customer Experience Leadership
Provide strategic leadership for the establishment and ongoing maturity of OPG’s customer experience approach, including customer strategy, standards and principles aligned to organisational priorities.
Use customer journey insight, service design and early warning indicators to identify friction, anticipate issues and drive improvements in access, efficiency and customer satisfaction.
Establish and maintain proportionate customer experience and customer intelligence governance, including standards, frameworks and reporting.
Lead customer related reporting to senior governance forums, providing insight on performance, risks, benefits realisation and opportunities for improvement.
Provide leadership of the stakeholder engagement team, overseeing the continued development and delivery of OPG’s stakeholder engagement plan to ensure effective engagement with key internal and external stakeholders.
Complaints
Lead the establishment and leadership of a centralised complaints function, improving consistency, quality and organisational learning.
Provide strong, inclusive leadership to a large operational workforce, supporting staff through change and building capability.
Ensure complaints are handled to clear standards, with timely, fair and high quality responses that drive improvement.
Strategic Collaboration & Influence
Build strong relationships across Operations, Digital, Strategy, Data, Policy and wider Ministry of Justice to ensure insight informs priorities and investment.
Influence senior stakeholders and challenge constructively to embed customer centred thinking across all functions.
Provide expert advice on customer considerations for business cases, strategic plans and policy proposals.
Leadership & People Management
Lead and develop a multidisciplinary team (insight, research, analytics, complaints and stakeholder engagement), ensuring high standards of practice and professional development.
Role model inclusive leadership, supporting wellbeing, building capability, and fostering a culture of continuous improvement.
Corporate Contribution
Contribute to wider leadership forums, cross cutting initiatives and organisational priorities.
Support OPG’s transformation programme through evidence, insight and customer centred challenge.
Agreed Expectations
The successful candidate will be expected to work from their base location on a weekly basis in line with current Civil Service requirements, outside of any reasonable adjustments.
Skills & Qualifications
Essential Skills
Strong strategic awareness and systems thinking, with the ability to understand complex organisational environments and inform senior decision making.
Proven experience of leading large, multidisciplinary teams, building capability and supporting people through change.
Experience of leading and delivering change using evidence and insight to improve outcomes and performance.
Excellent communication and influencing skills, including the ability to advise, challenge and support senior leaders and governance boards.
Sound judgement and prioritisation skills, with the ability to operate confidently in ambiguous, fast paced environments.
Desirable Skills
The below criteria are desirable only. These will not be assessed throughout the recruitment process but will be used in the event of tied scores between candidates.
Experience of customer experience, complaints handling or service improvement in a public service, regulatory or high-volume customer environment.
Application process
This recruitment will follow the Civil Service Success Profile process. Candidates will be expected to complete the following as part of the application:
A CV and detailing your career history. CV’s will be assessed against the essential and desirable skills above.
Statement of Suitability of no more than 1000 words, to demonstrate your experience against the essential and desirable skills required for this role.
In the event of a high number of applications, an initial sift will be conducted on the lead criteria:
Strong strategic awareness and systems thinking, with the ability to understand complex organisational environments and inform senior decision making.
Interview Process
If you are successful at sift, you will be invited to an interview which will use the Civil Service Success Profiles. At interview, candidates should expect questions on:
Strengths relevant to the role
The following Behaviours at Grade 6:
Leadership (5 Minute Presentation)
Seeing the Big Picture
Communicating & Influencing
Managing a Quality Service
All interviews will be held remotely via MS Teams.
Feedback will only be provided if you attend an interview.
Briefing Session
You may want to join the virtual briefing session on Monday 2nd March 2026 12:00-12:45pm, where we will provide an overview of the role, the organisational context, early priorities, anticipated challenges, and team culture. There will also be an opportunity to ask questions.
If you are interested in attending this session, please use the following link:
https://teams.microsoft.com/meet/31628225928074?p=Z95vUytcdcZKsfHpQo
Reasonable Adjustments
At OPG we consider all applications on the basis of merit and want you to feel able to demonstrate your full potential whatever type of assessment is used. If you require any reasonable adjustments for any aspect of the selection process, do not hesitate to get in contact with us.
As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. If you are applying for a role within OPG and would like to be considered under the Disability Confident Scheme, please indicate this in your application and let us know of any reasonable adjustments you may require during the selection process.
For further information on benefits of working for OPG, such as our Flexible Working Policy and a FAQ, please check the candidate information pack attached to this advert.
If your application for this role is unsuccessful, we may offer you an alternative role at the same or lower grade should one be available.