Head of Colleague Insight

Posting date:	24 June 2025
Salary:	£72,664 to £77,740 per year
Hours:	Full time
Closing date:	06 July 2025
Location:	Sheffield
Company:	Government Recruitment Service
Job type:	Permanent
Job reference:	408014/6

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.

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.

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