Head of Colleague Insight

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

- 408014

**Salary**:

- £72,664 - £77,740
- A Civil Service Pension with an employer contribution of 28.97%

GBP

**Job grade**:

- Grade 6

**Contract type**:

- Permanent

**Business area**:

- DWP - Service Excellence - Customer Experience - Customer Analytics - A Deputy Directorate within Customer Experience Directorate.

**Type of role**:

- Operational Delivery

**Working pattern**:

- Flexible working, Full-time, Job share, Part-time

**Number of jobs available**:

- 1

**Contents**:

- Location
- About the job
- Benefits
- Things you need to know

**Location**:

- Birkenhead, Leeds, Liverpool, Manchester, Newcastle-upon-Tyne, Sheffield

**About the job**:
**Job summary**:
The Colleague Insight Team sits within DWP’s Customer Analytics (CA) Deputy Directorate, part of the Customer Experience Directorate (CED).

CED Strategic vision is “For DWP to be a customer-focused organisation that makes a positive and sustained impact on customers lives, society and the economic wellbeing of the UK”.

CA encompasses a variety of functions and together, we ensure customer needs are at the heart of our strategic objectives.

Our Mission is to use **Data, Insight and Analysis**to deliver a **single version of the truth**on customer experience.

We aim to identify drivers of exceptional customer experiences, highlight barriers and influence **evidence-based improvements** to policies, processes and service delivery. s and influence **evidence-based improvements** to policies, processes and service delivery.

**Job description**:
As Head of Colleague Insight within Customer Analytics at DWP, you’ll lead a dynamic team responsible for delivering high-impact insight that captures the voice of our colleagues to drive better customer outcomes. Your day typically involves overseeing the strategic development and delivery of the Colleague Insight Programme—ranging from surveys and campaigns to innovation-driven Ideas Labs.

You’ll work closely with senior leaders, including Ministers and the Executive Team, to ensure insight is embedded in decisions that shape policy, service design, and operations. Balancing analytical rigour with storytelling, you’ll translate complex findings into clear, actionable recommendations that influence strategy at scale.

You’ll collaborate with colleagues across DWP to maintain alignment with broader analytical and customer insight activity, all while navigating a fast-paced environment where agility and responsiveness are essential. As a senior leader, you’ll provide clear direction, champion inclusion, and inspire a high-performing team to deliver trusted, robust insights that truly make a difference.

**Person specification**:
**Lead Key Criteria**

**Additional Key Criteria**

They will be proactive and adaptable, able to balance multiple priorities while maintaining a clear strategic focus. Their strong verbal communication and presentation skills will enable them to engage and influence senior leaders, including Ministers and Executive Team members, with confidence and credibility.

A skilled drafter, they will be capable of producing high-quality reports, briefings, and insight summaries that support strategic decision-making. They will also bring strong analytical capabilities, able to interpret complex data and translate findings into clear, compelling narratives that drive action and change.

As a champion of colleague Insight, they will ensure its value is recognised and embedded in service design, policy development, and operational decision-making. They will also demonstrate strong technical proficiency in Microsoft 365 and be comfortable using collaboration tools to manage projects and communicate insights using it to enhance the impact and reach of insight work.

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

- Leadership
- Communicating and Influencing
- Working Together
- Changing and Improving

**Benefits**:

- Alongside your salary of £72,664, Department for Work and Pensions contributes £21,050 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

DWP have a broad benefits package built around your work-life balance which includes:

- Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
- Generous annual leave - at least 23 days on entry, increasing up to 30 days over time (pro-rata for part time employees), plus 9 days public and privilege leave.
- Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
- Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).