Head of Business Transformation and Customer Insight

Government Recruitment Service; Liverpool; On-site; GBP 60,000 - 80,000; Full time

Job summary

A government agency is seeking a Head of Business Transformation and Customer Insight to lead innovative strategies that enhance customer experience and drive organizational change. The successful candidate will oversee critical functions and develop insights to influence policy and service delivery. This role involves leading teams to foster a data-driven culture and champion digital adoption across the organization. The position includes benefits such as a pension contribution and flexible working options.

Benefits

Employer pension contribution of 28.97%

25 days annual leave, increasing with service

Flexible working options

Qualifications

• Experience in leading teams to drive innovation and digital transformation.
• Proven record of embedding data-driven culture in organisations.
• Ability to translate customer insight into actionable change.

Responsibilities

• Lead strategic insight and innovation agenda for UKCMS.
• Oversee customer insight programme design and implementation.
• Provide evidence-based guidance to senior leaders for business transformation.

Skills

Leadership

Data-driven culture

Stakeholder engagement

Service transformation

Change management

Job description

Do you have the vision to shape customer and stakeholder experiences while driving innovation and digital adoption and development?

Can you lead teams to embed a data driven culture and deliver continuous improvement across an organisation?

Have you got experience in service transformation, stakeholder engagement and insight-led innovation?

If so, we’d love to hear from you!

The Maritime and Coastguard Agency (MCA) is seeking a Head of Business Transformation and Customer Insight to develop and lead innovative strategies enhancing customer experience and driving organisational change.

Working within the UK Customer Maritime Services (UKCMS) Directorate, you’ll oversee critical functions including vessel and seafarer registration, certification, and customer insight. Your leadership will embed a data-driven culture, champion digital adoption, and deliver continuous improvement across services. This is an opportunity to influence policy, design intuitive digital solutions, and ensure MCA remains future-ready and customer-focused.

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays and a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at: Maritime and Coastguard Agency - Department for Transport Careers

As the Head of Business Transformation and Customer Insight, you will lead the development and implementation of insight driven strategies that shape innovation, are transformative, and deliver stakeholder-focused improvements across UK Customer Maritime Services (UKCMS)

Your responsibilities will include, but aren’t limited to:

Leading development and delivery of a strategic insight and innovation agenda ensuring data-driven, customer-centred, and future-ready services. Overseeing design and implementation of a customer insight programme. Translating customer insight into actionable change, influencing policy, service design/delivery and digital development to improve user experience and operational efficiency. Working with teams to champion digital adoption and transformation. Leading, managing and developing teams, building internal capability in data analytics, user research and change management. Providing evidence based guidance and constructive challenge to senior leaders to shape business transformation and service innovation strategies. Establishing frameworks and Key Performance Indicators (KPIs) to measure the impact of insight-driven interventions, ensuring performance is monitored, outcomes are transparent, and learning is shared across the wider organisation. Building strong relationships internally and externally ensuring best practice and quality of service.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.