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Head of Customer Insight

  • Job
    Mid-level (3-4 years)
  • London, +2
  • 13d left
The national salary range is £54,358 - £61,585, London salary range is £58,847 - £66,670. Your salary will be dependent on your base location
Number of jobs available
Detail of reserve list
12 Months
Please note: Some of our MoJ Office locations, such as our Liverpool Justice Collaboration Centre, require higher levels of National Security Vetting. The MoJ is working to open more Justice Collaboration Centres and Justice Satellite Offices over time. Click here to learn more about where our currently open Justice Collaboration Centres and Justice Satellite Offices are, to identify where you may be based and understand National Security Vetting requirements of each location.
Grade 7
Organisation Grade for MoJ
Grade 7
Post Type
Working Pattern
Full Time, Part Time, Part Time/Job Share, Flexible Working
Role Type
Customer Insight, Operational Delivery
Will the successful applicant have line manager responsibilities?
Job description

Position: Head of Customer Insight

Office of the Public Guardian (OPG)

National (occasional travel to Birmingham and Nottingham will be required)

Grade / Salary:
Grade 7 £54,358 - £61,585

Contract Type:

Role 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 Strategy & Central Services Directorate.

The Insight team is responsible for bringing the voice of the customer and stakeholders to life in compelling ways using social research, internal data, user research and customer feedback. This role will lead the research and insight work, with The data generated will be used 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 utilsiing expertise from across other government departments to develop our understanding of customer needs, identifying painpoints and helping to drive through new customer initiatives.

The role will make a material difference to the success of the whole organisation. 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.

Organisational overview

OPG is an executive agency of the Ministry of Justice (MoJ) and was set up in 2007 following the introduction of the Mental Capacity Act 2005. We are a friendly and inclusive organisation that delivers vital public services with real impacts on the lives of some of the most vulnerable people in society. We work closely with the Court of Protection, the legal profession, social services, and charities. Our staff are mostly based in Birmingham and Nottingham.

The Public Guardian, supported by OPG, discharges a range of statutory functions under the Mental Capacity Act – principally maintaining registers of Lasting Powers of Attorney (LPA), Enduring Powers of Attorney (EPA) and of orders appointing deputies and guardians; supervising deputies, and dealing with representations about the way in which attorneys and deputies are exercising their powers. The OPG registers approximately 900,000 LPAs and EPAs and supervises around 60,000 deputies per year.

Following a consultation in 2021 by the Ministry of Justice, ministers have now set out plans to transform the LPA system – making it quicker to use, easier to access and even more secure from fraud. Under the proposals, people will be able to make an LPA completely online for the first time – bringing it in line with other government services such as applying for a divorce. The current paper-based system will continue to operate meaning people can choose an accessible process that’s best for their specific needs.

Through this and other reforms, the way OPG provides services will change to 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 it will help us to respond to the changing needs of society. These reforms will enable us to create high-quality services that are accessible and affordable for all.

OPG main operations is spread across Birmingham and Nottingham however, this role is being recruited nationally with the expectation that travel to both sites will be required.

Job 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 satisfactions 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
  • Leadership: Line management of 2 x SEO with a wider team of 3xHEO’s 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

Skills & Qualifications

We are interested in people who have:


  • Research experience (3+ years) OR membership of Government Social Research Profession
  • Extensive experience of undertaking mixed methodology 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.
  • Experience and understanding of a user centred approach.


  • 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 a number of years user research experience.

Application process

This recruitment will follow the Civil Service Success Profile process and will assess your Experience and behaviours.

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.

If you are successful at sift, you will be invited to an interview which will follow the Success Profile process.

Interview process

Your interview will assess your Behaviours and experience.


Candidates can expect to be assessed on the following behaviours:

  • Seeing the Bigger Picture (level 4)
  • Changing & Improving (level 4)
  • Making effective decisions (level 4)


At interview, candidates will also be required to provide a presentation to demonstrate experience of up to 15 minutes. 10 minutes for the presentation with 5 minutes for follow up questions. The presentation topic will be shared with candidates invited to interview.

Interviews will be held on Microsoft Teams. Please get in contact with us if you require any reasonable adjustments to support your interview.

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.

For further information on benefits of working for OPG, such as our Flexible Working Opportunities, 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, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

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.


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.


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


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


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.


  • 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 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 Shared Service Connected Ltd (0845 241 5358 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com);
  • 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.

For more information on applying for a role as a candidate with a disability or long-term condition, please see our Disability Confident Scheme Frequently Asked Questions webpage.

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 SSCL 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.

Interview dates
Expected end of August
Closing Date:

25/07/2024, 23:55 hours.

Contact information

If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com

Please quote the job reference - 88788.

Please note the successful applicant will need to undertake a Disclosure and Barring Security Check for this post.

To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why.

For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).

If you do not meet the above requirements, you may still be considered if, for example:

  • You've been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
  • You were studying abroad
  • You were living overseas with parents

In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.

Success Profiles

Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance.

if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance
Supporting document 1
Job Description Grade 7 Head of Customer Insight.pdf – 120KB Opens in a new window
Supporting document 2
Candidate Info Pack G7 Head of customer insight.pdf – 673KB Opens in a new window

We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.

Application form stage assessments

Statement of Suitability - 1000 word limit

Use of Artificial Intelligence (AI)

You must ensure that any evidence submitted as part of your application, including your CV, statement of suitability and behaviour examples, are truthful and factually accurate. Please note that plagiarism can include presenting the ideas and experiences of others, or generated by artificial intelligence, as your own.

Interview stage assessments

There is 1 interview stage for this vacancy.
Seeing the Big Picture
Changing and Improving
Making Effective Decisions
Customer insight presentation
Any candidate who has been assessed as being appointable to the role they applied for may be offered a similar, lower grade role, if one is available. Furthermore, any candidate who has just missed meeting the criteria for a particular role, may be appointed to a similar role at a lower grade if such a role is available, and if they have been assessed as meeting the criteria for the lower grade role. These appointments will also be made in merit order.

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 are committed, as part of the Redeployment Interview Scheme, to providing opportunities to those who are 'at risk of redundancy'.

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

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment.

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

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