JOB DESCRIPTION
With direct responsibility for around 400 staff across our Public Advice & Data Protection Complaints, FOI Complaints & Transparency, and Business Services functions, you will:
- Drive digital and data-enabled transformation of services, including the use of self-service, automation and AI.
- Lead cultural and operational change to improve customer outcomes, increase efficiency, and enhance satisfaction.
- Oversee some of the ICO’s highest-volume services, ensuring customers get timely, valuable support.
- Shape the organisation’s approach to customer insight, service design and continuous improvement.
- Be the professional lead for customer service at the ICO, setting standards and building capability across the organisation.
This role is both strategic and operational: you’ll be at the forefront of designing the future of customer service while also ensuring today’s services deliver excellence.
PERSON SPECIFICATION
We’re looking for a visionary and inspiring leader with:
- A strong track record of transforming large-scale, high-volume customer services.
- Expertise in using data and insight to shape strategy, improve services, and deliver measurable outcomes.
- Substantial experience of leading people and driving organisational change.
- Knowledge of modern change and service methodologies (such as agile, design thinking or systems thinking).
- The ability to influence and collaborate at the highest levels, with excellent communication and stakeholder skills.
Above all, you’ll be passionate about delivering high-quality, customer-centred services that support the ICO’s role as a world-leading regulator.
Please note that post holders for this role will be required to receive security clearance to, at least, SC level. This requires the disclosure of spent and unspent convictions. Although convictions will be taken into account, any such information will not necessarily prevent you from obtaining a security clearance.
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
Linked-in
Google