15083 - Head of Customer Intelligence & Experience
| Posting date: | 20 February 2026 |
|---|---|
| Salary: | £71,381 to £85,257 per year |
| Additional salary information: | The national salary range is £71,381 - £80,419, London salary range is £75,674 - £85,257. Your salary will be dependent on your base location |
| Hours: | Full time |
| Closing date: | 09 March 2026 |
| Location: | UK |
| Remote working: | Hybrid - work remotely up to 3 days per week |
| Company: | Ministry of Justice |
| Job type: | Permanent |
| Job reference: | 15083 |
Summary
Role: Head of Customer Intelligence & Experience
Business: Office of Public Guardian (OPG)
Location: National (occasional travel to Birmingham and Nottingham will be required)
Grade: G6
Salary: National £71,381 - £80,419 London £75,674 - £85,257
Contract Type: Permanent
Minimum Hours: This is a full-time post. However, requests for flexible, part-time working and job share will be considered, considering at all times the operational needs of the Department.
Organisational Overview
The Office of the Public Guardian is here for people at some of the most important and vulnerable moments of their lives. Our mission is to support everyone to take the decisions they need, and to protect the interests of those who are unable to make decisions is a significant responsibility. We are an Executive Agency of the Ministry of Justice (MoJ), set up in 2007 following the introduction of the Mental Capacity Act of 2005.
OPG is responsible for registering lasting powers of attorney (LPA) and enduring powers of attorney (EPA) and supervising deputies who are appointed by the Court of Protection.
OPG is a fantastic place to work offering a range of development opportunities. The OPG has signed up to the ‘Time to Change’ pledge which supports mental health in the workplace, as well as recently receiving a health and wellbeing charter accreditation as we are committed to developing a supportive and inclusive environment that reflects the diverse community we serve.
OPG is currently delivering an ambitious transformation programme. This will change the way we provide services and help us meet the growing needs of our users, partners and our stakeholders. It will make sure our users experience a better level of support and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high-quality services that are accessible and affordable.
Team Overview
As OPG continues to modernise how it delivers services, we are strengthening how we use the insight and understanding of our current and future customers to help shape how we deliver our services now and in the future.
The Head of Customer Intelligence and Experience will lead a multi-disciplinary function bringing together the following teams: customer insight and research, complaints and stakeholder engagement.
Sitting within the Transformation Directorate, the role provides the evidence and insight that enables senior leaders to put customers at the heart of decision making, both in how services are designed and how they operate day to day.
The post holder will lead a joined up approach to customer intelligence across OPG, drawing together insight from complaints, operational data, research and feedback to build a clear picture of customer needs, behaviours and experience. The focus is on translating insight into clear, actionable evidence that supports informed discussion and decision making across the organisation.
This role will be central to working with the organisation to shape and inform OPG’s customer strategy. By providing insight into customer awareness, access and experience, including how different groups engage with OPG services, the role will help inform future priorities and approaches. Working closely with Communications, Operations, Digital and Policy teams, you will ensure engagement and service activity is grounded in a strong understanding of customer need.
This is a senior, highly collaborative role, working across OPG to champion evidence led, customer centred decision making and support sustained improvements in customer outcomes.
Duties and Responsibilities
Key responsibilities and accountabilities include but are not limited to:
Customer Intelligence & Insight
Set the direction for OPG’s customer intelligence approach, working in partnership with teams across the organisation to bring together insight from research, operational data, complaints, feedback, analytics and external sources.
Work with Communications, Operations and Digital colleagues to improve understanding of customer awareness and engagement with OPG services.
Provide strategic leadership for the customer metrics framework, working in partnership to ensure insight from customer measures is meaningful, consistent and informs decision making.
Enable the use of customer insight and feedback to inform policy, service design and delivery, supporting teams to translate insight into measurable improvements.
Customer Experience Leadership
Provide strategic leadership for the establishment and ongoing maturity of OPG’s customer experience approach, including customer strategy, standards and principles aligned to organisational priorities.
Use customer journey insight, service design and early warning indicators to identify friction, anticipate issues and drive improvements in access, efficiency and customer satisfaction.
Establish and maintain proportionate customer experience and customer intelligence governance, including standards, frameworks and reporting.
Lead customer related reporting to senior governance forums, providing insight on performance, risks, benefits realisation and opportunities for improvement.
Provide leadership of the stakeholder engagement team, overseeing the continued development and delivery of OPG’s stakeholder engagement plan to ensure effective engagement with key internal and external stakeholders.
Complaints
Lead the establishment and leadership of a centralised complaints function, improving consistency, quality and organisational learning.
Provide strong, inclusive leadership to a large operational workforce, supporting staff through change and building capability.
Ensure complaints are handled to clear standards, with timely, fair and high quality responses that drive improvement.
Business: Office of Public Guardian (OPG)
Location: National (occasional travel to Birmingham and Nottingham will be required)
Grade: G6
Salary: National £71,381 - £80,419 London £75,674 - £85,257
Contract Type: Permanent
Minimum Hours: This is a full-time post. However, requests for flexible, part-time working and job share will be considered, considering at all times the operational needs of the Department.
Organisational Overview
The Office of the Public Guardian is here for people at some of the most important and vulnerable moments of their lives. Our mission is to support everyone to take the decisions they need, and to protect the interests of those who are unable to make decisions is a significant responsibility. We are an Executive Agency of the Ministry of Justice (MoJ), set up in 2007 following the introduction of the Mental Capacity Act of 2005.
OPG is responsible for registering lasting powers of attorney (LPA) and enduring powers of attorney (EPA) and supervising deputies who are appointed by the Court of Protection.
OPG is a fantastic place to work offering a range of development opportunities. The OPG has signed up to the ‘Time to Change’ pledge which supports mental health in the workplace, as well as recently receiving a health and wellbeing charter accreditation as we are committed to developing a supportive and inclusive environment that reflects the diverse community we serve.
OPG is currently delivering an ambitious transformation programme. This will change the way we provide services and help us meet the growing needs of our users, partners and our stakeholders. It will make sure our users experience a better level of support and will help us to respond to the changing needs of society. Transformation will ensure we can better support adults at risk and create high-quality services that are accessible and affordable.
Team Overview
As OPG continues to modernise how it delivers services, we are strengthening how we use the insight and understanding of our current and future customers to help shape how we deliver our services now and in the future.
The Head of Customer Intelligence and Experience will lead a multi-disciplinary function bringing together the following teams: customer insight and research, complaints and stakeholder engagement.
Sitting within the Transformation Directorate, the role provides the evidence and insight that enables senior leaders to put customers at the heart of decision making, both in how services are designed and how they operate day to day.
The post holder will lead a joined up approach to customer intelligence across OPG, drawing together insight from complaints, operational data, research and feedback to build a clear picture of customer needs, behaviours and experience. The focus is on translating insight into clear, actionable evidence that supports informed discussion and decision making across the organisation.
This role will be central to working with the organisation to shape and inform OPG’s customer strategy. By providing insight into customer awareness, access and experience, including how different groups engage with OPG services, the role will help inform future priorities and approaches. Working closely with Communications, Operations, Digital and Policy teams, you will ensure engagement and service activity is grounded in a strong understanding of customer need.
This is a senior, highly collaborative role, working across OPG to champion evidence led, customer centred decision making and support sustained improvements in customer outcomes.
Duties and Responsibilities
Key responsibilities and accountabilities include but are not limited to:
Customer Intelligence & Insight
Set the direction for OPG’s customer intelligence approach, working in partnership with teams across the organisation to bring together insight from research, operational data, complaints, feedback, analytics and external sources.
Work with Communications, Operations and Digital colleagues to improve understanding of customer awareness and engagement with OPG services.
Provide strategic leadership for the customer metrics framework, working in partnership to ensure insight from customer measures is meaningful, consistent and informs decision making.
Enable the use of customer insight and feedback to inform policy, service design and delivery, supporting teams to translate insight into measurable improvements.
Customer Experience Leadership
Provide strategic leadership for the establishment and ongoing maturity of OPG’s customer experience approach, including customer strategy, standards and principles aligned to organisational priorities.
Use customer journey insight, service design and early warning indicators to identify friction, anticipate issues and drive improvements in access, efficiency and customer satisfaction.
Establish and maintain proportionate customer experience and customer intelligence governance, including standards, frameworks and reporting.
Lead customer related reporting to senior governance forums, providing insight on performance, risks, benefits realisation and opportunities for improvement.
Provide leadership of the stakeholder engagement team, overseeing the continued development and delivery of OPG’s stakeholder engagement plan to ensure effective engagement with key internal and external stakeholders.
Complaints
Lead the establishment and leadership of a centralised complaints function, improving consistency, quality and organisational learning.
Provide strong, inclusive leadership to a large operational workforce, supporting staff through change and building capability.
Ensure complaints are handled to clear standards, with timely, fair and high quality responses that drive improvement.