Length of employment: 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. 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). Family friendly policies including enhanced maternity and shared parental leave pay after 1 year's continuous service. Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes. An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women's Network, National Race Network, National Disability Network (THRIVE) and many more. Lead Key Criteria The successful candidate will be a proven leader with a strong track record of delivering high-quality, timely, and cost-effective colleague insight services. They will bring experience of leading teams and projects to successful outcomes, demonstrating a deep understanding of research methodologies and data-driven decision-making. Ideally, they will have operated in a similar role, with the confidence and expertise to guide insight strategy and delivery in a fast-paced and complex environment. 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. Attention to detail will be a hallmark of their work, ensuring that outputs are robust, accurate, and aligned with business needs. The successful candidate will have a track record of effective stakeholder management, building trusted relationships and partnerships across teams and organisations. They will also be a collaborative planner, experienced in securing buy-in and aligning teams around shared goals. 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. As part of the application process you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form. A Personal Statement covering in no more than 1000 words why you are suitable for this role. This should explain how your personal skills, qualities and experience provide evidence of your suitability for the role and how you meet the essential criteria outlined in the advert. When completing your Personal Statement, please read and understand the Person Specification within the advert, as this is what your written evidence will be assessed against. It may help to use the WHO or STAR model to explain: What the task/work was, How you approached the task/work/situation and what the Outcomes were. what did you achieve? Or What was the Situation ? What were the Tasks ? What Action did you take? What were the Results of your actions? Written Sift The written sift will be conducted using evidence from your 1000 word Personal Statement and will be assessed against the Key Criteria. In the event of a large number of applications, we may use the following Lead Criteria to initially assess your application during the sift stage. Candidates who pass the initial sift may be progressed to a full sift or direct to interview. If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards. Interview Candidates who successfully pass the initial sift will be invited to interview, which will be conducted via Microsoft Teams, lasting approximately 60 minutes where you will be asked a mixture of Behaviour and Strength questions in additional to giving a 5-minute presentation. If invited to interview, the title of the presentation and the behaviour based questions will be shared with you ahead of your selected timeslot. The Behaviour and Strength based questioning explores what the candidate can do/has done, as well as their potential. These will cover the following Behaviours/Levels: Leadership (Presentation) Communicating and Influencing Working Together Changing & Improving An example of a Behaviour question would be; Tell me about a time you have set about improving customer service, giving a sense of pace and criticality of success? How did you ensure this activity achieved its objectives whilst keeping costs under control? What tools and techniques did you use? It is difficult to prepare for Strength type questions, however you can think through your answers, focus on your achievements and aspects you enjoy and decide how these can be applied in the organisation, we do not expect a full STAR response. The panel is interested in your first reaction to the question and information or reasoning to support this. More information on the Success Profiles Framework along with broad examples of the behaviours we look to have evidenced at each grade can be found on Success Profiles: Civil Service behaviours - GOV.UK The evidence you provide in your application must relate to your own experiences. Sift will be held in the week commencing 7th July 2025 Interviews will be held in the week commencing 11th August 2025 Following Your Interview Once all the interviews have been conducted, candidates will be notified of the outcome by email. If you are successful at the interview stage, we will be in touch to offer you a role. Offers will be made in strict merit order to the highest scoring candidate first. Further Information Find out more about Working for DWP A reserve list may be held for a period of 3 months from which further appointments can be made. Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website. If successful and transferring from another Government Department a criminal record check may be carried out. In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing stating the job reference number in the subject heading. New entrants are expected to join on the minimum of the pay band. Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant's details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government. If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. Reasonable Adjustment At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce. We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia. If you need a change to be made so that you can make your application, you should: Contact Government Recruitment Service via DWPRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs. Complete the "Reasonable Adjustments" section in the "Additional requirements" page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a Language Service Professional. Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing. The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action. Feedback