Jobritish.com
Website DWP
About the job
Location: This role can be based in the following DWP Hub locations Blackpool, Cardiff, Glasgow, Leeds, Manchester, Newcastle, Sheffield.
This role will be a key member of the Customer Experience Directorate Leadership Team, helping to shape the future of DWP Customer Experience. It will help drive a customer centric culture across DWP in which colleagues feel they have the space to get the right outcomes for every customer in every interaction. Build a culture in which we continually drive improvements and greater efficiency by bringing together multiple data sources from across DWP.
The role will create a new function to deliver high quality insight, reporting and analytics using a range of data sources to better understand the experience of DWP customers across all product lines. It will lead a multi-disciplinary team that includes professional analysts, as well as Digital and Customer Insight experts to provide details of our customer story and the improvements which we can make to better the lives of the citizens we serve. In conjunction with the strategy and standards team, this role will also be helping to shape our customer strategy and influence how we deliver it working across DWP, building relationships with Digital and Operational colleagues to create a joint Digital/CED capability.
Essential Criteria for the role which will be used to assess your application:
• Strong, inspirational leadership in a changing and complex environment
• A passion for customer service and the ability to build effective relationships to deliver in partnership with the customer.
• Outstanding, broad, and interdisciplinary analytical skills; with extensive experience of leading analytical projects, scrutinising and challenging methodological approaches.
• The ability to see the bigger picture, joining the dots to develop an overarching Customer Experience narrative of customers journeys through various touchpoints across the department
• Strong communication and influencing skills and an ability to work closely with a range of senior colleagues, which will include the Permanent Secretary, Special Advisors and Ministers.
• Ability to manage complex portfolios of analytical work, covering both current and emerging priorities, maintaining robust quality controls on analysis
• Proven successful experience in the execution of data analytics initiatives, leading to the development of actionable insights and the improvement of business performance and driving sustainable cost reduction
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