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Customer Insight

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Child Maintenance Service Customer Insight and Analysis Officer – DWP

Employer: Department for Work and Pensions (DWP)
Salary: £32,137 per year
Job Grade: Executive Officer (EO)
Contract: Permanent
Working Pattern: Full-time, part-time, flexible working and job share
Number of Vacancies: 2
Reference Number: 479387
Closing Date: 19 October 2026 at 11:55 pm

Visa Sponsorship

Visa sponsorship is restricted. According to the vacancy advert, this role is not currently eligible for new Skilled Worker visa sponsorship applications from candidates who do not already have permission to be in the UK as a Skilled Worker sponsored before 4 April 2024, subject to the stated eligibility conditions.

Applicants who require new Skilled Worker sponsorship should carefully review the official eligibility guidance before applying.

Job Overview

The Department for Work and Pensions (DWP) is recruiting two Customer Insight and Analysis Officers to join its Child Maintenance Service (CMS).

The service helps parents meet their financial responsibilities towards their children when they cannot reach a private agreement. The successful candidates will help improve the service by gathering and analysing customer feedback, identifying problems and recommending practical improvements.

Working with operational teams, policy colleagues and senior leaders, you will ensure customer experiences inform service delivery, business planning and decisions about future improvements.

This is an opportunity for candidates with strong analytical, communication and organisational skills who want to contribute to better public services.

Job Locations

Successful applicants may be based at one of the following offices:

  • Falkirk: Parklands, Callendar Business Park, FK1 1XT
  • Dudley: Pedmore House, Waterfront East, Level Street, DY5 1XA
  • Leicester: Crown Building, 60 Wellington Street, LE1 6DS
  • Newcastle upon Tyne: Benton Park View, Benton Park Road, NE7 7NE
  • Hastings: Lacuna Place, Havelock Road, TN34 1BG
  • Birkenhead: Great Western House, Woodside Ferry Approach, CH41 6DA
  • Plymouth: Clearbrook House, Bickleigh Down Business Park, PL6 7TN

Applicants must be able to commute reasonably to their selected office each working day. The Newcastle office is expected to relocate to 1 Pilgrim Place in the city centre by the end of 2027.

Key Responsibilities

As a Customer Insight and Analysis Officer, your duties will include:

  • Gathering and analysing customer feedback from surveys, complaints, compliments, focus groups and operational engagement.
  • Managing and evaluating customer satisfaction surveys and other feedback methods.
  • Analysing qualitative and quantitative data to identify trends, recurring problems and opportunities for improvement.
  • Producing reports, dashboards and presentations to support evidence-based decisions.
  • Turning complex information into clear findings and recommendations.
  • Combining customer feedback with operational and performance data to understand the customer journey.
  • Developing and maintaining customer journey maps to identify important customer touchpoints.
  • Identifying barriers, service challenges and customer pain points.
  • Monitoring customer satisfaction and assessing the impact of policy, process and service changes.
  • Presenting findings and recommendations to senior leaders and other stakeholders.
  • Working with operational, policy, digital and change teams to improve services.
  • Ensuring customer experiences influence planning, transformation and strategic decisions.

Essential Requirements

Applicants should provide specific, evidence-based examples demonstrating the following essential criteria:

  • Analytical skills: Experience interpreting complex qualitative and quantitative data, identifying trends and producing evidence-based recommendations to improve customer experience. This is the lead criterion.
  • Attention to detail: Ability to maintain accuracy in analysis, reporting and insight products, while understanding how policies and procedures affect customer outcomes.
  • Customer journey knowledge: Understanding of customer journeys and the ability to develop or use journey maps to identify problems and improvement opportunities.
  • Organisation and prioritisation: Ability to manage competing priorities, adapt to changing requirements and deliver high-quality work to deadlines.
  • Initiative and teamwork: Ability to work independently and collaboratively to achieve objectives.
  • Communication and stakeholder management: Confidence in explaining complex findings and recommendations to different audiences, including senior leaders.
  • Microsoft Office skills: Intermediate working knowledge of Microsoft Excel and PowerPoint, including analysing data and presenting findings.

Desirable Skills

The following are advantageous but are not listed as essential requirements:

  • Experience using Power BI.
  • Experience using generative AI tools.
  • Previous Child Maintenance Service operational experience.

Working Hours and Hybrid Working

The vacancy offers full-time, part-time, flexible working and job-share arrangements.

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DWP’s contracted working hours are:

  • Monday to Friday: 7:45 am to 8:00 pm.
  • Saturday: 8:45 am to 5:00 pm.

Full-time employees work 37 net hours per week, excluding meal breaks. Part-time hours will be proportionate to the agreed contract.

Hybrid working may be available, subject to suitability and agreement. Employees using this arrangement will normally be required to spend at least 60% of their contracted working hours in the office. Hybrid working is voluntary and non-contractual.

Salary and Benefits

The successful candidates will receive an annual salary of £32,137, with new entrants normally appointed at the minimum of the pay band.

Additional benefits include:

  • Civil Service pension with an employer contribution of 28.97%.
  • Annual leave starting at 23 days, increasing to 30 days with service.
  • Public holidays in addition to annual leave.
  • Access to flexible working arrangements.
  • Learning and development opportunities.
  • An inclusive working environment.
  • Potential opportunities to undertake a work-based qualification or apprenticeship.

Application and Selection Process

Applications will be assessed using the Civil Service Success Profiles framework, covering behaviours, strengths and experience.

Required application documents:

  • A CV for reference and background information.
  • A personal statement of no more than 1,000 words, explaining how your experience meets the essential criteria.

The CV is not scored. Applicants should therefore ensure their personal statement contains the main evidence of their skills, knowledge and achievements.

Use specific examples to explain the situation, the challenge, the actions you took and the results achieved. The initial sift may focus on the lead analytical criterion if application numbers are high.

Important: Remove your name, contact details and other identifying personal information from your CV and personal statement. Failure to anonymise these documents may result in your application being withdrawn.

Interview and Recruitment Timeline

Interviews will be conducted by video using Microsoft Teams.

The selection process will assess the following behaviours:

  • Communicating and Influencing.
  • Making Effective Decisions.
  • Delivering at Pace.
  • Managing a Quality Service.

The provisional recruitment timeline is:

  • Sift period: 19–22 October 2026.
  • Interviews: 4–9 November 2026.
  • Results and offers: 13 November 2026.
  • Security and identity checks: From mid-November 2026.
  • Expected start date: January 2027.

These dates may change depending on recruitment requirements. Pre-employment checks for external candidates may take up to eight weeks.

A reserve list may also be held for three months.

Eligibility and Security Checks

The vacancy is broadly open to eligible UK nationals, Irish nationals, certain Commonwealth nationals with the right to work in the UK, qualifying EU and other specified nationals, and other applicants who meet the Civil Service nationality requirements.

Successful candidates must undergo a basic criminal record check and the relevant Baseline Personnel Security Standard checks. Additional pre-employment screening requirements apply.

Applicants should review the official nationality and immigration eligibility rules before submitting an application.

How to Apply

To apply, review the full job advert and prepare your CV and evidence-based personal statement. Make sure your examples directly address the essential criteria, particularly the lead criterion on analytical skills and evidence-based recommendations.

Application deadline: 11:55 pm on Monday, 19 October 2026.

 

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