As an HEO within Customer Analytics, you will work with a wide range of stakeholders across DWP and external stakeholders to challenge and support operational, policy and design teams to understand the customer experience perspective, aiding in the delivery of DWP's future services and how they are focussed and impacted against our customer experience and needs. Your role will have many elements to it which will include, but not be limited too: Utilising various insight tools and techniques, including Customer Experience Journey Mapping, Root Cause Analysis, Speech Analytics, Brandwatch, and Data Insight, to evidence Customer Experience. Translating complex data into compelling and easy-to-understand narratives that articulate customer experience and pain points and sharing that information with your leaders and wider forums for consideration. You will work on portfolio-specific commissions as part of the wider team, engaging with a variety of internal and external stakeholders, including organizing and co-facilitating workshops to better understand customer needs. Being on-hand to provide technical support, to both technical leads and relationship managers when presenting to senior leaders and acting as a leader and ambassador for the Customer Experience Strategy. Taking a pro-active, engaging approach to your own self-development to ensure you are constantly adapting and enhancing your skillset within the role and Customer Experience. Other related activities as required by Customer Analytics Deputy Directorate. This could involve but may not be limited to, line management responsibilities, either immediately upon posting or developed and integrated into the role as time progresses. Person specification The successful candidate will be able to demonstrate their potential, experience capability in the following areas. Lead Essential Criteria - You will have demonstrable skills and recent experience in at least one of the following five Customer Insight techniques, with a commitment to becoming proficient in all within six months Data Analysis Speech Analytics Online Call Listening Root Cause Analysis Customer Journey Mapping Additional Essential Criteria You have proven experience in developing, nurturing, and maintaining stakeholder relationships across a given business area and beyond. Robust evidence of delivering planning and implementation activity, including creating plans and delivering key milestones. Effective written and verbal communication skills and an ability to apply these in delivering both internal and external documents and presentations. An ability to present and defend analysis in a confident and assertive manner. Overarching strong communications skills with the ability to provide clarity to different audiences, using a variety of tools, formats and approaches. Strong interpersonal skills and the ability to build and maintain good working relationships with colleagues and stakeholders alike. Being able to demonstrate adaptability, resilience and flexibility in a fast moving and evolving environment. A working knowledge of various research methodologies and voice of the customer data sources. Behaviours We'll assess you against these behaviours during the selection process: Communicating and Influencing Working Together Making Effective Decisions Benefits DWP have a broad benefits package built around your work-life balance which includes: An occupational pension with an employer contribution of over 28.97% plus a range of other benefits - Benefits of the pension scheme - Civil Service Pension Scheme An Employee Assistance Programme - a free and confidential service providing information and counselling to help with a range of work, family and personal issues. A comprehensive reward scheme which includes vouchers and monetary awards. Access to discounts on a range of products and services. A range of schemes to help you budget certain costs. 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 (prorata 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 years 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 Womens Network, National Race Network, National Disability Network (THRIVE) and many more. Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience. This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience. As part of the application process, you will be asked to provide the following: A 250 word response to an experience based question. A Personal Statement covering in no more than 750 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 remaining 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 750 word Personal Statement and will be assessed against the Essential Criteria not covered by the Lead Criteria within the advert. 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. Lead Criteria "How you have recently used one or more Customer Insight techniques (Data Analysis, Speech Analytics, Online Call Listening, Root Cause Analysis, Customer Journey Mapping) to understand and demonstrate customer pain points?" 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 45 minutes where you will be asked a mixture of Behaviour and Strength questions. 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: Communicating and Influencing Working Together Making Effective Decisions 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 is expected to be undertaken from 24th March - 4th April Interviews are expected to take place from 21st April - 2nd May 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 New entrants are expected to join on the minimum of the pay band. A reserve list may be held for a period of 6 months from which further appointments can be made. Any move to DWPfrom 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. Determine your eligibility at https://www.childcarechoices.gov.uk The reserve list may also be used to offer future permanent opportunities, not necessarily restricted to the current locations included in the advert. They may also extend to permanent opportunities which arise across the wider DWP network. Any such offers would be made in strict merit order to all candidates remaining on the reserve list. The location and job role would be fully explained to you. Refusal of the offer would not change your reserve list position. Candidates should note that if successful in this campaign, you will be expected to remain in post for a minimum of 18 months before applying for any other lateral moves within DWP. 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 /Disclosure Scotland 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 Pre-EmploymentChecks.grscabinetoffice.gov.uk stating the job reference number in the subject heading. For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Infodisclosurescotland.co.uk 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 applicants 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. 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. 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. DWP is a family friendly employer and part- time and job-sharing working patterns within these hours may be available, based on the needs of the business. DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified as determined by the business. To support this aim you may be required to undertake a work based qualification, which may be in the form of an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work based qualification; a candidates failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract. Important If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them. Reasonable Adjustments 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.grscabinetoffice.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 youre deaf, a Language Service Professional. If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section. Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). 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. Diversity and Inclusion The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window) .