Role: Senior Insight Manager

Business: Office of Public Guardian (OPG)

Location: National (with occasional travel to Birmingham/Nottingham)

Grade: SEO

Salary: £41,463 - £45,276, London salary range is £47,657 - £52,040. Salary will be dependent on base location.

Contract Type: Permanent

Minimum Hours: 29.6

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 a Senior Insight Manager, this will be a new role in our Insight and Customer Experience team. It is currently made up of 1 x SEO, 3 x HEOs, 1 EO, and led by one G7.

The Insight and Customer Experience team bring the voice of the customer to life in OPG in compelling ways using social research, internal data, user research and feedback from our customers.

The purpose of the role is to lead research projects that can drive greater customer (and future customer) understanding; inform policy evaluation and measure the customer experience to identify areas that may fall short of customer expectations. This will involve looking at areas such as market segmentation to identify target groups and underlying customer needs; shaping customer feedback programmes to identify issues and improvements in the customer experience programme; through to measuring the impact of policy changes on OPG customer groups.

The team is collaborative, data-driven, and committed to developing high-quality, evidence-based insights that support OPG’s transformation agenda and help improve the experience of our users, particularly those who may be vulnerable or at risk.

Duties and Responsibilities

The successful candidate will support the Head of Insight and Customer Experience in the development of the insight strategy and be responsible for the line management and development of the more junior members of the team (3 HEOs and 1 EO).

This role will enable the individual to be exposed to a wide spectrum of research and insight work, with the data generated being used to inform strategic decision making, policy making, service design and operational improvements. They will be required to analyse data related to our different customer groups and pull our clear insights and recommendations.

Producing work quickly and effectively is essential. The post-holder will need to have a high attention to detail, must be numerate and have prior experience of consumer research (qual and quant). The scope of the Insight and Customer Experience team is continuing to grow so this role will have the opportunity to oversee a wide portfolio of projects over time.

In addition to primary research projects, this role will play an important part in the strategic development of insight at OPG. The postholder will need to spot areas for improvement and adapt and change ways of working internally to address these.

Job Role and Responsibilities

Your responsibilities will include:

• Research Delivery: Ensure quality, accurate, and robust research is delivered across the team and oversee all aspects of the research process (design/fieldwork/analysis) to inform market & customer understanding, policy development and customer experience

• Influencing: Collaborate effectively with teams across OPG and the Ministry of Justice (MoJ) to understand factors that may inform the insight programme and where existing knowledge can be utilised to aid decision making

• Communication: Deliver research findings to stakeholders across OPG in a clear, concise way through a range of methods (presentations, reports, workshops); expand on methods of delivery where appropriate

• Leadership: Line management of 3 x HEOs 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

• Continuous Development: Identify ways to drive efficiencies and automation to ensure there is capacity to support in research projects across the insight team. Support on maintaining and evolving our knowledge library of key projects

• Continuous Development: Contribute towards the development of new customer insight capabilities that raise the profile of the insight function

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.

We follow a hybrid working model, requiring office attendance for 40% of your working time. Given the national scope of this role, you have the flexibility to be based at any of our national hubs or at OPG’s head offices. Further details are available in the candidate information pack.

On rare occasions, you may be required to work in the evenings or weekends to conduct fieldwork with respondents. Any such requirements will be agreed with you in advance, and you will be expected to claim time off in lieu for the hours worked.

Skills & Qualifications

Essential Skills

• Research experience (4+ years) in either a research agency or client-side role

• Proven ability to design end-to-end research projects, including selecting appropriate methodologies, developing research materials (e.g. questionnaires and discussion guides), and conducting robust qualitative and quantitative analysis

• Extensive experience of project managing mixed methodology (primary and secondary) research projects

• Strong communication skills and storytelling abilities, with experience of presenting succinct insight from complex data sources to senior leaders/ stakeholders

• Experience of analysing data across multiple data sources, including visualising the data and pulling out clear insight to tell impactful stories

• Experience with Microsoft Excel, Word, & PowerPoint

• Evidence of high attention to detail and a right-first-time approach

• Line management experience, with a commitment to team development and wellbeing

Desirable Skills

• Experience working with external research providers/agencies to deliver timely, cost-effective insights

• Experience in policy evaluation

• Familiarity with statistical software (e.g. Python, R, SPSS)

• Experience with survey scripting platforms

• Experience moderating qualitative interviews and focus groups

• Experience writing research proposals

• Understanding of data protection principles and ethical considerations within market/social research

• Experience of research in UX and UI

Application process

This recruitment will follow the Civil Service Success Profile process, and will assess your Experience, Behaviours, and Strengths.

Candidates will be expected to provide a CV (2 pages of A4 maximum) plus a supporting personal statement of no more than 1000 words explaining how you demonstrate your experience against the essential criteria required for this role

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 Level 3:

  • Changing and improving

  • Working together

  • Delivering at pace

  • Seeing the bigger picture

At interview, candidates will also be required to provide a presentation of up to 15 minutes based on Experience. 10 minutes for the presentation with 5 minutes for follow up questions. Details of this assessment will be shared with candidates invited to interview.

All interviews will be held remotely via MS Teams. Please get in contact with us if you require any reasonable adjustments to support your interview.  

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.