This vacancy is only available to existing Civil Servant employees and employees of accredited non-departmental public bodies (NDPBs). Please review the "Eligibility" section before you apply.
General Information
Salary
The national salary range is £58,511 - £65,329, London salary range is £63,343 - £70,725 Your salary will be dependent on your base location
Working Pattern
Full Time
Vacancy Approach
Cross Government
Location
National
Region
National
Closing Date
17-Apr-2026
Post Type
Loan
Civil Service Grade
Grade 7
Number of jobs available
1
Reserve List
12 Months
Job ID
16444
Descriptions & requirements
Job description
Role: Head of Customer Insight
Business: Office of Public Guardian (OPG)
Location: National
Grade: 7
Salary: The national salary range is £58,511 - £65,329, London salary range is £63,343 - £70,725 Your salary will be dependent on your base location
Contract Type: 12 months loan
Minimum Hours: 37hrs
Organisational Overview
The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. 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 is a disability confident employer and is 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
This is an exciting time at the Office of the Public Guardian (OPG), as we transform how we deliver our statutory services and ensure that we are fit for the future. As Head of Customer Insight, you will be a critical member of the Senior Leadership Team in the Transformation Directorate.
The Insight team is responsible for bringing the voice of the customer to life in compelling ways using social research, internal data, user research and customer feedback. We operate under three workstreams: market insight, customer insight, and implementation of insight.
This role will lead this research and insight work, ensuring primary and secondary data generated is to inform strategic decision making, policy making, service design and operational improvements. This role will also play a pivotal part in informing the customer experience strategy; collaborating both with teams across OPG & MOJ and utilising expertise from across other government departments to develop our understanding of customer needs, identifying pain points and helping to drive through new customer initiatives.
The role will make a material difference to the success of the whole organisation particularly in supporting the implementation of a new customer experience function within OPG. Producing work quickly and effectively is essential and the post-holder must also be a strategic thinker, effective leader, opinion former and persuader, able to motivate their team and operate impressively with the most senior people in the organisation and beyond. It will require someone with extensive breadth and depth of experience, and who is comfortable owning opportunities and driving business change based on evidence and insight, rather than just reporting results. The post-holder should also be able to mentor, and line manage more junior members of staff.
Duties and Responsibilities
Your responsibilities will include:
• Customer Focus: Accountable for using our insight to identify drivers for excellence in the customer experience and highlight areas of concern. Using our insight to also provide a single version of the truth on customer experience. Leading on the implementation of customer focus initiatives already in train, including our customer satisfaction surveys and any future initiatives
• Research: Accountable for initiating, leading, and maximising the quality and impact of primary qualitative and quantitative research. Being a leader and expert across the business in all aspects of research and insight, being a ‘go to’ person for technical and operational aspects of research.
• Insight: Using our insight and analysis to inform and shape decisions & improve our service about policies, process, and people. In addition will be the bridge between research, insight and wider analysis providing further horizon scanning to inform strategic decision making
• Influencing: Driving collaboration across teams in OPG and MoJ to ensure the appropriate technical capacity, capability and knowledge sharing is in place. Ensuring insight is communicated clearly and coherently, storytelling, rather than showing data, in order to influence change across the business.
• Leadership: Line management of 3 x SEOs with a wider team of 2xHEOs and 1 EO. Responsible for shaping the work of this team and ensuring their wellbeing, development and professional practice is supported and that diversity and inclusion is championed.
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
• Experience working with external research providers/agencies to deliver actionable insights in a timely, cost-effective manner
• Strong data literacy with an ability to extract customer insight from multiple evidence sources and to articulate analysis for a non-technical audience with clarity and in an engaging way
• Collaborative leadership skills with an ability to see the bigger picture and join the dots together
• Experience running customer feedback programmes to drive change in an organisation
• Strong communication skills with demonstrable experience of presenting succinct insight from complex data sources to senior leaders and stakeholders
• Strong presentation skills, with experience in visualisation of data, and using story-led reporting to influence change
• Experience and understanding of a user centred approach.
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.
• Good appreciation of different research methodologies and voice of the customer through various data sources.
• Experience of both social/market research and user research.
• Experience leading research into areas such as policy/comms evaluation, and customer segmentation
• Degree or degree equivalent and /or user research experience.
• A CV and detailing your career history. CV’s will be assessed against the essential skills above.
• Statement of Suitability of no more than 1000 words, to demonstrate your experience against the essential skills required for this role
• The following Behaviours at Level 4:
• Seeing the Bigger Picture (G7)
• Changing & Improving (G7)
• Making effective decisions (G7)
• Experience question - Presentation
At interview, candidates will also be required to provide a presentation of up to 15 minutes to test experience. 10 minutes for the presentation with 5 minutes for follow up questions. The presentation topic will be shared with candidates invited to interview via email.
All interviews will be held remotely via MS Teams.
Feedback will only be provided if you attend an interview.
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.
Business: Office of Public Guardian (OPG)
Location: National
Grade: 7
Salary: The national salary range is £58,511 - £65,329, London salary range is £63,343 - £70,725 Your salary will be dependent on your base location
Contract Type: 12 months loan
Minimum Hours: 37hrs
Organisational Overview
The Office of the Public Guardian (OPG) protects people in England and Wales who may not have the mental capacity to make certain decisions for themselves, such as about their health and finance. 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 is a disability confident employer and is 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
This is an exciting time at the Office of the Public Guardian (OPG), as we transform how we deliver our statutory services and ensure that we are fit for the future. As Head of Customer Insight, you will be a critical member of the Senior Leadership Team in the Transformation Directorate.
The Insight team is responsible for bringing the voice of the customer to life in compelling ways using social research, internal data, user research and customer feedback. We operate under three workstreams: market insight, customer insight, and implementation of insight.
This role will lead this research and insight work, ensuring primary and secondary data generated is to inform strategic decision making, policy making, service design and operational improvements. This role will also play a pivotal part in informing the customer experience strategy; collaborating both with teams across OPG & MOJ and utilising expertise from across other government departments to develop our understanding of customer needs, identifying pain points and helping to drive through new customer initiatives.
The role will make a material difference to the success of the whole organisation particularly in supporting the implementation of a new customer experience function within OPG. Producing work quickly and effectively is essential and the post-holder must also be a strategic thinker, effective leader, opinion former and persuader, able to motivate their team and operate impressively with the most senior people in the organisation and beyond. It will require someone with extensive breadth and depth of experience, and who is comfortable owning opportunities and driving business change based on evidence and insight, rather than just reporting results. The post-holder should also be able to mentor, and line manage more junior members of staff.
Duties and Responsibilities
Your responsibilities will include:
• Customer Focus: Accountable for using our insight to identify drivers for excellence in the customer experience and highlight areas of concern. Using our insight to also provide a single version of the truth on customer experience. Leading on the implementation of customer focus initiatives already in train, including our customer satisfaction surveys and any future initiatives
• Research: Accountable for initiating, leading, and maximising the quality and impact of primary qualitative and quantitative research. Being a leader and expert across the business in all aspects of research and insight, being a ‘go to’ person for technical and operational aspects of research.
• Insight: Using our insight and analysis to inform and shape decisions & improve our service about policies, process, and people. In addition will be the bridge between research, insight and wider analysis providing further horizon scanning to inform strategic decision making
• Influencing: Driving collaboration across teams in OPG and MoJ to ensure the appropriate technical capacity, capability and knowledge sharing is in place. Ensuring insight is communicated clearly and coherently, storytelling, rather than showing data, in order to influence change across the business.
• Leadership: Line management of 3 x SEOs with a wider team of 2xHEOs and 1 EO. Responsible for shaping the work of this team and ensuring their wellbeing, development and professional practice is supported and that diversity and inclusion is championed.
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
• Research experience
• Extensive experience of undertaking mixed methodology research projects, including project management of these research projects • Experience working with external research providers/agencies to deliver actionable insights in a timely, cost-effective manner
• Strong data literacy with an ability to extract customer insight from multiple evidence sources and to articulate analysis for a non-technical audience with clarity and in an engaging way
• Collaborative leadership skills with an ability to see the bigger picture and join the dots together
• Experience running customer feedback programmes to drive change in an organisation
• Strong communication skills with demonstrable experience of presenting succinct insight from complex data sources to senior leaders and stakeholders
• Strong presentation skills, with experience in visualisation of data, and using story-led reporting to influence change
• Experience and understanding of a user centred approach.
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.
• Good appreciation of different research methodologies and voice of the customer through various data sources.
• Experience of both social/market research and user research.
• Experience leading research into areas such as policy/comms evaluation, and customer segmentation
• Degree or degree equivalent and /or user research experience.
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 skills above.
• Statement of Suitability of no more than 1000 words, to demonstrate your experience against the essential skills required for this role
Interview Process
If you are successful at sift, candidates 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 Level 4:
• Seeing the Bigger Picture (G7)
• Changing & Improving (G7)
• Making effective decisions (G7)
• Experience question - Presentation
At interview, candidates will also be required to provide a presentation of up to 15 minutes to test experience. 10 minutes for the presentation with 5 minutes for follow up questions. The presentation topic will be shared with candidates invited to interview via email.
All interviews will be held remotely via MS Teams.
Feedback will only be provided if you attend an interview.
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 roles: 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.
Eligibility
Staff on fixed term appointments must have been recruited through fair and open competition.
Vacancies advertised “cross-government” are only open to all Civil Service employees and employees of accredited non-departmental public bodies (NDPBs) who were appointed on merit following a fair and open competition; or were appointed to a permanent post through an exception in the Civil Service Commissioners' rules.
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.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
- To Transformative Business Services (0345 241 5359 (Monday to Friday 8am - 6pm) or e mail moj-recruitment-vetting-enquiries@resourcing.soprasteria.co.uk);
- To Ministry of Justice Resourcing team (resourcing-management-office@justice.gov.uk);
- To the Civil Service Commission (details available here)
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.
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.
For more information on applying for a role as a candidate with a disability or long-term condition, please watch our animated videos.
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.
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 16444
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 16444
Job Description Attachment
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FINAL - Head of customer Insight - JD.docx (Job Description Attachment)
Application form stage assessments
Experience
We will assess your experience for this role via the following methods
CV or Work History, Experience Questions, Statement of Suitability
Experience Questions Application Form Question Word Limit
250
Statement of Suitability
Guidance for the Statement of Suitability
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 skills above.
• Statement of Suitability of no more than 1000 words, to demonstrate your experience against the essential skills required for this role
• A CV and detailing your career history. CV’s will be assessed against the essential skills above.
• Statement of Suitability of no more than 1000 words, to demonstrate your experience against the essential skills required for this role
Evidence of Experience
CV or Work History, Experience Questions, Statement of Suitability
Interview stage assessments
Interview Dates
Expected Mid May - End of May 2026
Behaviours
Seeing the Big Picture
Changing and Improving
Making Effective Decisions
Experience
Your Experience for this role will be assessed at interview. To learn more about Experience and how they are assessed please click here.
We will assess your experience for this role via the following methods
Experience Questions
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.