Customer Insights Lead

3 days ago

Lawrence Hill, United Kingdom Planning Inspectorate Full time

**Details**:
**Reference number**:

- 248349**Salary**:

- £56,034 - £61,028**Job grade**:

- Grade 7**Contract type**:

- Permanent**Business area**:

- PINS - Strategy**Type of role**:

- Business Management and Improvement
- Customer Insight
- Operational Delivery
- Senior leadership**Working pattern**:

- Flexible working, Full-time, Job share, Part-time, Compressed Hours**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Bristol, South West England, BS1 6PNAbout the job

**Job summary**:
The Planning Inspectorate has a clear aim to ensure we are customer focussed and deliver excellent customer service. This will lead to us delivering services that continue to meet the needs of our customers.

This role sits within Innovation and Improvement area of the Strategy Directorate and is pivotal in helping to develop a customer focused culture and delivery of our customer strategy.

The Planning Inspectorate has a long and proud history in ensuring a fair planning system for England. The work we do has a significant impact on people’s lives, the communities where they live and the economy.

We want our colleagues to be able to work more flexibly and more collaboratively, exploring new and innovative ways to improve the way we provide services.

For further information on the Planning Inspectorate, please see the information pack attached.

**Job description**:
We are looking for someone who is self-motivated and customer focused.

Do you have a passion for engaging others in transformational change that delivers customer excellence?

If you enjoy the challenge of embedding a customer centric culture within our organisation, then this is a great opportunity for you.

You will be responsible for developing and embedding our customer strategy, to ensure we are using insights to drive and prioritise customer-focused change and innovation, and that every change we make has a positive impact on our customers.

You will lead and work closely with our Customer Team to develop and continuously improve a best practice customer service delivery.

You will work across the organisation to ensure we are capturing the right customer data, identifying insights, and making appropriate recommendations, to improve the overall experience for customers of our services.

**Hybrid working**

All of our office-based roles are contractually located at Temple Quay House in Bristol. Most of our roles are able to work in a hybrid manner and you will be expected to attend Temple Quay House at least 12 days a year. Depending on your role, you may be required to attend more often than 12 days a year either permanently or temporarily to ensure we deliver our services in the most efficient and effective way for our customers. Please do contact us on

**Person specification**:
**Essential Criteria**
- Experience in developing and delivering effective mechanisms to regularly capture customer insight and drive continuous customer service improvement as a result of the insight.
- Ability to think strategically and understand impact of changing processes on organisational reputation and its customers.
- Experience of leading by inspiring and motivating teams and ensure they are supported, and their experiences are utilised.
- An understanding of how to create an inclusive working environment where all opinions and challenges are taken into account.
- An ability to communicate, influence and operate clearly and effectively at all levels, including Board level.
- Excellent organisational, time management and project management skills.
- High level of IT literacy.

**Desirable Criteria**
- Experience and knowledge of the Planning System.
- Experience in development of customer operating models or customer strategies and driving forward their implementation.

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Seeing the Big Picture
- Changing and Improving
- Leadership
- Working Together
- Managing a Quality Service

**Benefits**:

- Flexible working options, including flexi-time, part-time, compressed hours and home working if suitable for the role.
- A working culture which encourages inclusion and diversity.
- 25 days annual leave increasing up to 30 days after 5 years, plus 1 privilege day to mark the King’s birthday. In addition to the normal bank holidays.
- Generous family friendly policies.
- Fast and modern IT kit which utilises Microsoft Office 10 and O365, enabling seamless working from home and collaboration across teams.

For full information see our Benefits information pack.

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles, and will assess your Behaviours and Experience.**Application**
- ** Behaviour/Experience examples**: Provide evidence against each of the behaviours/experience criteria set out in the person specification. There is a word limit of 250 word for each behaviou

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