DWP Careers – Research and Analytics

Website DWP

About the job


Birmingham, Blackpool, Cardiff, Glasgow, Leeds, Newcastle-upon-Tyne, Sheffield

Job Summary

About the job

DWP serves 22 million citizens across a wide range of products, and it is core to our strategy to increasingly drive a more customer-centric organisation through the better use of data and insights.

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.

Job Description

The role will provide confident proactive leadership, for Customer Experience Directorate and wider Service Excellence Group with the ability to implement and translate strategy into action, developing new approaches and setting a clear and compelling vision, that their teams can align behind to develop and deliver:

  • Key customer insights that give everyday insights into customer journeys, experience, and feedback
  • Driving the implementation of advanced analytics products that reveal trends and issues.
  • Clear qualitative and quantitative reporting which can be actioned to improve performance and reduce risk.
  • Be an ambassador for change and its implementation based of the insight and analysis which is gathered.
  • Continually iterate, lead, and champion the identification of new data sources and use analysis and insight to develop new customer strategies.
  • Hold responsibility for the Department’s Customer Experience Survey, developing/ testing Department-wide customer experience measures, exploring the use of Customer Labs and real time Voice of the Customer Surveys.
  • Review, revise and provide analytical support to enable DWP to meet legal requirements within the accessibility and equality arenas.

Location: This role can be delivered from one of back of house sites listed in the candidate pack on slide 10.

Person specification

Essential Criteria for the role which will be used to

Assess Your Application, Alongside Success Profiles

  • 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.

You must hold, or be willing to obtain, security clearance to SC level.


We’ll assess you against these behaviours during the selection process:

  • Communicating and Influencing
  • Seeing the Big Picture
  • Leadership
  • Delivering at Pace


  • 25 days annual leave on entry, increasing on a sliding scale to 30 days after 5 years’ service. This is in addition to 8 public holidays.
  • This will be complimented by one further day paid privilege entitlement.
  • A competitive contributory pension scheme that you can enter as soon as you join where we will make a significant contribution to the cost of your pension; where your contributions come out of your salary before any tax is taken; and where your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire
  • Generous paid maternity and paternity leave which is notably more than the statutory minimum offered by many other employers.
  • Childcare benefits (policy for new employees as of 5 April 2018): The government has introduced the Tax-Free Childcare scheme. Working parents can open an online childcare account and for every £8 they pay in, the government adds £2, up to a maximum of £2000 a year for each child or £4000 for a disabled child. Parents then use the funds to pay for registered childcare. Existing employees may be able to continue to claim childcare vouchers.
  • Interest-free loans allowing you to spread the cost of an annual travel season ticket or a new bicycle.
  • Occupational sick pay.

Things you need to know

Selection process details

This vacancy is using


A panel, including the hiring manager, will then assess your application to select those demonstrating the best fit with the role by considering the evidence you have provided against the criteria set out in the Person Specification section of this pack.

Failure to address any or all of these may affect your application. A panel, including the hiring manager, will then assess your application. The timeline later in this pack indicates the date by which a decision is expected to be made, and all shortlisted candidates will be advised of the outcome as soon as possible thereafter.


Depending on the volume of applications received, a longlisting process may be conducted. If this is the case, candidates may receive a phone call from Government Recruitment Service to discuss their application in more detail. This will not result in a pass or fail decision. Rather, it will support the panel’s overall assessment of evidence to shortlist candidates demonstrating the best fit with the role.

If you are shortlisted, you will be asked to take part in a Staff Engagement Exercise in advance of the video interview. This assessment will not result in a pass or fail decision. Rather, it is designed to support the panel’s decision making and highlight areas for the panel to explore further at interview. Shortlisted candidates can request an informal discussion about the role with Elizabeth Fairburn or delegate, this discussion does not form part

of the assessment.

Informal chat

Interested candidates are invited to attend a short informal Q&A with the Vacancy Holder Liz Fairburn and colleagues from DWP on 19th October 2023 at 09:00 – 10:00am, the link to this is in the candidate pack.


Shortlisted candidates will be invited to attend an interview. This will be a virtual video interview. The interview panel will be chaired by Elizabeth Fairburn and Gareth Liptrot, who will be supported by additional panel members. The final panel interview will be a blended interview, covering Behaviours, Technical, Strengths and Experience. A blended interview aims to be more of a conversation. Behavioural questions will explore what

you have done in previous jobs or experiences as well as what you have achieved and/or learned. Assessment of technical skills will be via a 5-minute presentation and follow up questions. Full details of the requirements will

be given to shortlisted candidates ahead of their interview.

Selection and Feedback

The selection process will be chaired in accordance with Civil Service Commission requirements. Regardless of the outcome, we will notify all candidates as soon as possible, and will offer the opportunity to discuss feedback for all candidates who reached interview. A reserve list will be held for up to 12 months, which we may use to fill future suitable vacancies.

Feedback will only be provided if you attend an interview or assessment.

This role has a minimum assignment duration of 3 years. An assignment duration is the period of time a Senior Civil Servant is expected to remain in the same post to enable them to deliver on the agreed key business outcomes. The assignment duration also supports your career through building your depth of expertise.

As part of accepting this role you will be agreeing to the expected assignment duration set out above. This will not result in a contractual change to your terms and conditions. Please note this is an expectation only, it is not something which is written into your terms and conditions or indeed which the employing organisation or you are bound by. It will depend on your personal circumstances at a particular time and business needs, for example, would not preclude any absence like family friendly leave. It is nonetheless an important expectation, which is why we ask you to confirm you agree to the assignment duration set out above.


Successful candidates must pass a disclosure and barring security check.

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is

People working with government assets must complete

Nationality Requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Working for the Civil Service


We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

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