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General Information

Salary
The national salary range is £71,381 - £80,419, London salary range is £75,674 - £85,257. Your salary will be dependent on your base location
Working Pattern
Full Time, Flexible Working
Vacancy Approach
External
Location
National
Region
National
Closing Date
09-Mar-2026
Post Type
Permanent
Civil Service Grade
Grade 6
Number of jobs available
1
Reserve List
12 Months
Job ID
15083

Descriptions & requirements

Job description

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.

Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.

Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised role: all successful candidates will be appointed to the nearest viable office nearest to their home postcode and on its respective pay scale.  This will be at either a HQ building (subject to desk allocation, a Justice Collaboration Centre (JCC) or a Justice Satellite Office (JSO) – See Map. All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity). 

For current MoJ employees, your base location will need to be changed to the nearest viable office (to your home postcode), either at a HQ building, JCC or JSO within the National Office Network and moved its location’s respective pay scale (any legacy arrangements/locations will need to be amended).

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on 'modernised' terms in their current post or onto 'unmodernised' MoJ terms if they are on 'unmodernised' terms at their current post. Details will be available if an offer is made.

MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.

All candidates who are currently in receipt of Mark Time / Pay Protection should ensure they are familiar with the new policy on permanent and temporary promotion which can be found on the employee intranet.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.

Benefits

The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

Pension

The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

Training

The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

Networks

The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.

Support

  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on www.GOV.UK or Childcare Choices. You can determine your eligibility at https://www.childcarechoices.gov.uk/.
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the TBS Recruitment Enquiries Team.

Diversity & Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.

A Great Place to Work for Veterans

The "Making the Civil Service a Great Place to work for veterans" initiative includes a guaranteed interview scheme to those who meet the minimum criteria to provide eligible former members of the Armed Forces with opportunities to secure rewarding jobs. Allowing veterans to continue to serve their country, and to bring highly skilled individuals with a broad range of experience into the Civil Service in an environment, which recognises and values your previous service in the Armed Forces.
For further details about the initiative and eligibility requirements visit: https://www.gov.uk/government/news/making-the-civil-service-a-great-place-to-work-for-veterans

Redeployment Interview Scheme

Civil Service departments are expected to explore redeployment opportunities before making an individual redundant. The MoJ is committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

MoJ is able to offer an interview to eligible candidates who meet the minimum selection criteria, except in a limited number of campaigns. Candidates will not be eligible for the Redeployment Interview Scheme if they are applying on promotion.

Civil Service Nationality Rules

This job is broadly open to the following groups:

  • UK nationals
  • nationals of the Republic of Ireland
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) https://www.gov.uk/settled-status-eu-citizens-families
  • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
  • individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
  • Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window) https://www.gov.uk/government/publications/nationality-rules

Reserve list

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles.

Contact Information

MoJ:

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference 15083

HMPPS

If you require any assistance please call 0345 241 5358 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk

Please quote the job reference

Application form stage assessments

Experience
We will assess your experience for this role via the following methods
CV or Work History, Statement of Suitability
Statement of Suitability
Guidance for the Statement of Suitability
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.
Evidence of Experience
CV or Work History, Statement of Suitability

Interview stage assessments

Interview Dates
Expected Week commencing 6 April (Subject to change)
Behaviours
Leadership
Seeing the Big Picture
Communicating and Influencing
Managing a Quality Service
Strengths
Strengths will be assessed but these are not shared in advance. To learn more about Strengths and how they are assessed please click here.
Level of security checks required
Baseline Personnal Security Standard (BPSS)

Use of Artificial Intelligence (Al)

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 for more information on appropriate and inappropriate use.