JOB SUMMARY

To champion and embed the voice of the customer ensuring that every strategic decision reflects customer needs, expectations, and experiences. This role leads the Customer Experience workstream by shaping a customer-first vision and fostering a culture of empathy and insight-driven service design. It acts as a strategic enabler, aligning digital transformation with customer experience priorities, and guiding senior leaders to deliver impactful, sustainable improvements. Using customer insights and data, this role influences direction, inspires innovation, and ensures that DBS’s services evolve in ways that benefit the people we serve.

EXPERIENCE

• Significant experience in leading customer experience or service transformation programmes using technology as an enabler.
• Experience in developing and implementing customer experience strategies aligned with organisational goals.
• Proven track record of working with executive stakeholders to influence strategic direction.
• Demonstrated ability to lead cross-functional teams and manage complex change initiatives.
• Strong background in using data and insights to drive service improvements.
• Experience in facilitating workshops and stakeholder engagement sessions.
• Proven record of delivering improvement in customer journeys within CRM systems.

EXPERIENCE

• Experience of working in public sector government or regulated environments.
• Experience in managing governance structures such as steering groups or programme boards.
• Experience of leading effective co-design opportunities with key stakeholders (including service users and customers) in order to deliver robust, efficient and fit for purpose solutions.
• Salesforce CRM experience.

SELECTION PROCESS DETAILS

This vacancy is using Success Profiles , and will assess your Behaviours and Experience.
To apply for this role, please provide a CV along with a personal statement of no more than 1000 words, outlining how your skills and experience and qualifications meet the requirements of the role, including all essential and desirable criteria and the key responsibilities in the job description. You will also be asked to provide a behaviour statement of no more than 250 words outlining an example within the application for the behaviour: Leadership.
As part of the recruitment process the Disclosure & Barring Service will conduct a sift exercise and interview process based on Civil Service Success Profiles.
For all candidates who are successful at the initial sifting stage, you will be invited to attend a panel-based interview. This will be conducted using MS Teams.

The aim of the panel interview will be to assess your ability to demonstrate the following behaviours:

• Communicating and Influencing
• Seeing the Bigger Picture
• Changing & Improving
• Leadership

For all candidates who are successful at the initial sifting stage, you will be expected to deliver a 10 minute presentation to the panel assessing Communicating and Influencing. This will be followed by a panel based interview. The presentation topic will the provided in advance along with the interview invitation.
The following timetable outlines indicative dates. Please note, these dates may be subject to change without prior notice:-
Closing date: 8th September 2025 (10.00am)
Sift date: Week commencing 8th September 2025
Interviews are due to take place 22nd September 2025
Whilst we will endeavour to provide some flexibility with regards to dates wherever possible, it is unlikely that we will be able to offer an alternative date once an appointment has been scheduled.
Feedback will only be provided if you attend an interview or assessment.

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)
• 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

KEY RESPONSIBILITIES

• Develop and lead the organisation’s Customer Experience strategy, using industry best practices such as the Gartner CX model to support innovation and transformation.
• Oversee the implementation of the Customer Experience strategy, ensuring projects are delivered on time, within scope, and aligned with organisational goals.
• Mobilise and support the Customer Experience Steering Group, ensuring effective stakeholder representation, agenda planning, and timely decision-making.
• Engage and influence senior stakeholders, including ADG, SLT, and functional teams, to align on the vision and communicate the changes required to deliver the Improvement Journey.
• Navigate and resolve complex, cross-functional challenges that impact customer experience, including aligning conflicting priorities across strategic, digital, and operational teams.
• Design and manage customer and stakeholder surveys to assess current experience levels, analyse results, and present actionable insights to inform strategy.
• Facilitate workshops and discovery sessions to identify external/internal factors impacting customer experience.
• Develop and maintain a detailed Customer Experience improvement plan, outlining key initiatives, timelines, and resource requirements.
• Collaborate cross-functionally with internal teams such as Outreach, Insights, Customer Services, Technology, Operational Service Transformation, Product Leadership and Communications to ensure alignment, prioritisation and integration of customer-focused initiatives.
• Establish and monitor performance metrics and KPIs to evaluate the effectiveness of customer experience initiatives.
• Produce and present regular progress reports and strategic updates to senior leadership, highlighting achievements, risks, and areas for development.

CORPORATE DUTIES

• Deputise for Associate Director as required.
• Ensure DBS’s overall vison, purpose and strategy is central to outcomes for customers and stakeholders and all senior leaders understand their role in delivering improved services.
• Support the Associate Director by engaging in and support delivery of the corporate Change and Transformation Programme and aligning Directorate transformational changes to leverage business outcomes from technology improvements.
• Support delivery of the Directorate’s performance targets and published service standards, and work in partnership with corporate functions in order to contribute to the delivery of the full range of DBS’s outcomes and objectives.
• Lead and be accountable for building and nurturing strong positive relations with senior stakeholders.
• Member of the DBS wider Leadership Team, specifically contributing to development and delivery of business opportunities, organisational development, and value for money.
• Drive awareness and commitment to Public Sector Equality Duty and maximising Social Value.
• Act as a role model for our Equality and Diversity agenda, creating an inclusive environment that is safe and trusting; where people feel valued, have a voice and act with autonomy.
• Manage health and safety issues in your area of responsibility in line with the relevant section(s) of the relevant Health and Safety Policy.
• Continue to embed flexible working practices which will focus our work on outcomes and processes to increase productivity and improve quality.