This role provides senior leadership to the Customer Satisfaction, Insight and Performance division, which includes performance management, customer complaints, customer satisfaction & standards, corporate documentation including corporate service delivery agreements, service catalogue and functional delivery plans, analysis, stakeholder management and the Team’s business management.

Customer Insight

• Act as senior responsible officer to champion and lead on the development of customer insight across DBS to drive service improvements that help improve the customer experience.
• Commission and sponsor the development of high level actionable intelligence to support and inform business decisions, change activity, continuous improvement and prioritization activity.
• To promote and drive root cause analysis and develop planning and resolution processes as required.
• Analyze delivery stats, forecast and intervene for any areas of potentially poor performance.

Performance Management

• Act as senior responsible officer for DBS performance management  in relation to performance management.​​​​​​​
• To be proactive in understanding  services linked to Key Performance Indicators, ensuring close engagement with Operational Planning and Performance.  Assessing business area performance and driving improvement of services with Functional customers
• Validation & submission of Bench marking data to Cabinet Office, looking for outputs to inform future direction and continuous improvement

Complaints

• Act as senior responsible officer for DBS complaints, including Key Performance Indicators oversight, evaluating customer insight trends and reporting to DBS senior managers and Functional Boards.
• Establish and maintain a corporate approach to handling and processing complaints across DBS, including commissioning customer insight and ensuring key themes and root causes are addressed, resolved and escalated as appropriate.

Customer Satisfaction and Standards​​​​​​​

• Act as senior responsible officer for overseeing the delivery of CSE accreditation including responsibility for briefing  DBS boards and governance, procurement of a supplier and engagement with external CSE assessor.
• Act as senior responsible officer on corporate action planning as a result of regular surveys, customer feedback and Customer Service Excellence.

Stakeholder Management

• Lead and develop the DBS-wide approach to senior stakeholder management, including overseeing identification of key senior customers and ensure regular engagement takes place
• Lead the quarterly MOD senior functional customer feedback and drive continuous improvement.

Corporate Documentation

• Lead and develop the Corporate Service Delivery Documents ensuring they align with DBS Business & Customer requirements, including Service Catalogue and Functional Service Level Agreements, to ensure they remain current and relevant, looking to innovation, improvement and opportunities to better meet future requirements.
• To ensure the utilization of trend data and historical analysis on services to promote enhanced and accurate DBS planning.
• Lead and develop the monthly DBS Executive Dashboard process, including overall summary to the relevant timetable.

Business Management

• Provide senior leadership to the business management functions of the Team to ensure professional, timely actions take place to ensure Team compliance with DBS policies and rules.

Team Leadership

• Proving overall senior leadership and management of team. (3 x C1, 6 x C2)
• Act as Customer function representative at relevant boards, working groups and networks.
• Ensure Business Impact Assessments, continuity plans and risks are completed and maintained for the customer-facing services.