Customer Relations

United Kingdom

Birmingham

Nottingham

Large

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Government

Ministry of Justice

We protect & advance the UK's principles of justice, working to deliver a world-class justice system for all.

Job Duties and ResponsibilitiesYour responsibilities will include:<ul><li>Customer Focus:&nbsp;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</li><li>Research:&nbsp;Accountable for&nbsp;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.</li><li>Insight:&nbsp;Using our insight and analysis to inform and shape decisions &amp; 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</li><li>Influencing:&nbsp;Driving collaboration across teams in OPG and MoJ to ensure the appropriate technical capacity, capability and knowledge sharing is in place</li><li>Leadership:&nbsp;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</li></ul>Skills &amp; Qualifications&nbsp;We are interested in people who have:Essential:<ul><li>Research experience (3+ years) OR membership of Government Social Research Profession</li><li>Extensive experience of undertaking mixed methodology research projects</li><li>Experience working with external research providers/agencies to deliver actionable insights in a timely, cost effective manner</li><li>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.</li><li>Collaborative leadership skills with an ability to see the bigger picture and join the dots together</li><li>Experience running customer feedback programmes to drive change in an organisation</li><li>Strong communication skills with demonstrable experience of presenting succinct insight from complex data sources to senior leaders and stakeholders.</li><li>Experience and understanding of a user centred approach.</li></ul>Desirable:<ul><li>Good appreciation of different research methodologies and voice of the customer through various data sources.</li><li>Experience of both social/market research and user research.</li><li>Experience leading research into areas such as policy/comms evaluation, and customer segmentation</li><li>Degree or degree equivalent and /or a number of years user research experience.</li></ul>

Job Duties and ResponsibilitiesYour 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 initiativesResearch: 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 makingInfluencing: Driving collaboration across teams in OPG and MoJ to ensure the appropriate technical capacity, capability and knowledge sharing is in placeLeadership: 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 championedSkills & Qualifications We are interested in people who have:Essential:Research experience (3+ years) OR membership of Government Social Research ProfessionExtensive experience of undertaking mixed methodology research projectsExperience working with external research providers/agencies to deliver actionable insights in a timely, cost effective mannerStrong 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 togetherExperience running customer feedback programmes to drive change in an organisationStrong 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.Desirable: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 segmentationDegree or degree equivalent and /or a number of years user research experience.

Head of Customer Insight

Requirements

Responsibilities

Ministry of Justice

Mission & Purpose