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

• 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.