Child Maintenance Service Customer Insight and Analysis Officer
As the UK government's largest public service provider, the Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policies. The Child Maintenance Service (CMS) supports parents who are unable to reach a private financial agreement by ensuring - and when necessary, enforcing - their legal responsibility to contribute to their child's living costs. Our mission is simple: to get money to children, because it makes a real difference in their lives. While we've made significant progress in transforming our service, we remain ambitious about what more we can achieve for the families who rely on us. CMS is a dynamic and rewarding place to work. Step into any of our service centres and you'll find passionate, dedicated professionals committed to supporting our customers. We are proud to foster an inclusive and diverse workforce where everyone can thrive. If you're looking to make a difference, this could be the career for you. This is a fantastic opportunity to start or grow a fulfilling career in the Civil Service. We offer a flexible work-life balance, along with opportunities for growth, challenge, and personal development. The Child Maintenance Service (CMS) is offering exciting opportunities for motivated individuals to join us as Customer Insight and Analysis Officers. The Customer Insight function is responsible for gathering, analysing and communicating customer feedback to improve services and customer outcomes. As a Child Maintenance Insight and Analysis officer, you will act as a key link between customers, operational teams and senior leaders, ensuring that the customer voice is embedded throughout the organisation. You will capture and analyse feedback from a range of sources, including customer surveys, complaints, compliments, focus groups and operational engagement. Through data analysis, customer journey mapping and evidence-based recommendations, you will identify opportunities to improve the customer experience and support continuous improvement across CMS. This role requires strong analytical skills, an ability to translate complex information into meaningful insight, and the confidence to influence stakeholders at all levels. You will use customer feedback and operational data to identify themes and emerging trends, helping leaders better understand the impact of policies, processes and service delivery on customers. Your work will play a vital role in ensuring customer experiences directly inform business planning, transformation activity and strategic decision-making, helping CMS deliver its core mission of securing financial support for children. What will I be doing?
- Capture, gather and analyse customer feedback from a range of sources, including surveys, complaints, compliments, focus groups and operational insight.
- Administer, manage and evaluate customer satisfaction surveys and other feedback mechanisms.
- Analyse qualitative and quantitative data to identify themes, trends, emerging issues and areas for improvement.
- Produce high-quality reports, dashboards and presentations that support evidence-based decision-making.
- Translate complex customer feedback into clear, compelling insights and recommendations for stakeholders.
- Combine customer insight with operational and performance data to provide a holistic view of the customer journey.
- Develop and maintain customer journey maps to identify key customer touchpoints and critical moments that matter.
- Identify customer pain points, barriers and service challenges, recommending practical improvements.
- Monitor customer satisfaction measures and evaluate the impact of service, policy and process changes.
- Present customer insight and strategic recommendations to senior leaders and executive stakeholders.
- Collaborate with operational, policy, digital and change teams to drive customer-focused service improvements.
- Champion the customer voice across the organisation, ensuring customer experiences inform business planning, transformation activity and strategic decision-making.
