Defence Business Services – DBS – Customer Experience and Insight Lead

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Abbey Wood North, Stoke Gifford, Bristol, South West

Tomlinson House, Norcross, Blackpool, Lancashire

About the job

Job summary

Are you a dedicated person who is passionate about making a difference?

Would you like to work for the Ministry of Defence?

Defence Business Services (DBS) is one of the largest shared service organisations in Europe that provides a wide range of corporate services, to over 1.2 million end users, including serving and past military and families, as well as MoD civil servants and industry. DBS delivers large scale administration and smaller specialist services to enable the wider MOD to focus on its core aims, maintaining the UK’s Defence and Security. Services include Human Resources, Pay, Veterans, Finance and Procurement.

• Our Vision – To support UK defence customers with outstanding service every time.
• Our Mission – Together we will proudly support Defence, continuously improving and delivering flexible, timely, sustainable and value for money services that underpin the whole force and enhance operational capability.

DBS is committed to creating a great place to work for all our colleagues. We are building an inclusive culture and respectful environment that reflects the diversity of the society.

We want to maximise the potential of everyone who chooses to work for us through opportunities to develop your skills and experience. We also offer a range of flexible working patterns and support to make a fulfilling career accessible to you and offer a Civil Service pension with an average employer contribution of 27%. Where your role permits, we support a blended working approach alternatively known as hybrid working.

Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all office-based employees will be expected to spend a minimum of 60% of their working time in office, subject to capacity and any required workplace adjustments. Requirements to attend other locations for official business, or work in another MOD office, will also count towards this level of attendance. Applicants can request further information regarding how this may work in their team from the Vacancy Holder (see advert for contact details). Defence Business Services cannot respond to any questions about working arrangements. 

DBS has recently undertaken a review of its operational locations in the North West, and have consolidated all activities in Norcross, Blackpool. A further move, to the new Government Hub at Talbot Gateway in Blackpool, is scheduled to take place in 2026

Come and join the DBS community today!

Job description

About the Role

Are you passionate about understanding what truly makes a difference in customer satisfaction? Do you have a talent for translating insights into meaningful actions that improve service? If so, we’d love to invite you to join our team as a Customer Experience and Insight Lead!

In this dynamic role, you’ll have the opportunity to shape our customer journey and help DBS continually improve. You’ll lead initiatives to gather, analyse, and act on customer feedback, working across teams to ensure that customer needs are not just heard but truly understood and implemented.

Key Responsibilities:

Customer Insight

• Bring customer data to Life: Turn data and feedback into compelling insights that guide DBS’ decision-making, enabling better alignment with customer needs.
• Report and Recommend: Produce regular reports and deep-dive insights that inform our leadership and shape strategic decisions.
• Real Customer Stories: Capture customer experiences, both positive and constructive, to illustrate the impact of our services and identify improvement opportunities.

Customer Feedback & Engagement

• Listen and Learn: Implement structured mechanisms to gather customer feedback, ensuring that every voice is heard and that actionable insights are shared widely.
• Improve Standards: Champion the continuous improvement of our customer service standards, maintaining and advancing our Customer Service Excellence (CSE) accreditation.

Insight Development and Innovation

• Identify New Opportunities: Discover and recommend innovative ways to capture and use customer insights across DBS.
• Collaborate and Lead: Work with DBS teams and external organisations to adopt best practices, developing insights that guide and inspire.
• Customer Journey Mapping: Use journey mapping to reveal the “moments of truth” in our service experiences, helping us identify and improve key touchpoints for a seamless customer experience.

Customer Satisfaction & Standards

• Survey and Act: Support with customer satisfaction surveys from development to action planning, ensuring feedback leads to tangible results.
• Customer Excellence: Work closely with teams to support our CSE accreditation, tracking progress on recommendations to maintain our high standards.

Person specification

Person Specification for Customer Experience and Insight Lead

We’re looking for a dynamic professional with a strong background in customer experience, insight, and data analysis. The ideal candidate will bring a balance of technical expertise and a passion for driving customer-focused improvements. Here’s what we’re looking for:

Extensive Experience in customer experience, insight, and data analysis, with a track record of using data to inform meaningful improvements.

Strong Organisational Skills to manage multiple projects effectively and meet tight deadlines.

Analytical Skills for interpreting data and drawing actionable insights that support strategic decision-making.

Customer-Centric Mindset with hands-on experience engaging with customers and a keen understanding of customer needs and challenges.

Clear Report Writing Ability to produce impactful, easy-to-understand reports tailored to a variety of stakeholders.

Excellent Communication Skills with the ability to present findings and recommendations clearly, both in writing and verbally.

Proven Presentation Skills that allow you to confidently deliver insights and influence decisions across the organisation.

Commitment to Continuous Improvement with a proactive approach to identifying and implementing enhancements to customer experience standards.

If you’re organised, analytical, and committed to understanding and improving customer experiences, we’d love for you to join our team as our Customer Experience and Insight Lead.

Behaviours

We’ll assess you against these behaviours during the selection process:

• Leadership
• Communicating and Influencing
• Seeing the Big Picture

Benefits

Alongside your salary of £35,290, Ministry of Defence contributes £10,223 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• An environment with flexible working options Monday-Friday
• 25 days paid annual leave rising (1 day per year) to 30 days upon completion of 5 years’ service (pro rata). In additional to 8 public holidays per year, you will also receive leave for HM The Sovereign’s birthday
• Hybrid working where role permits
• An opportunity to be considered for Reward and Recognition – £250-£5000 per year
• Family-friendly policies including – parental leave and adoption leave
• Learning and development tailored to your role
• Professional and personal development of skills
• A culture encouraging inclusion and diversity
• Minimum of 15 days special leave in a rolling 12 month period for volunteer reserve commitments
• Special paid leave to volunteer up to 6 days per year
• A Civil Service pension with an employer contribution of 28.97%

Allowances 

The post does not offer relocation expenses. 

Please be advised that the Department is conducting a review of all pay related allowances which could impact on those allowances that the post currently being advertised attracts. 

External recruits who join the MOD who are new to the Civil Service will be subject to a six-month probation period. 

Employment Hours 

This position is advertised at 37 hours per week. 

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Kymberley Johnson
• Email : [email protected]

Recruitment team

• Email : [email protected]

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel a department has breached the requirement of the Recruitment Principles and would like to raise this, please contact [email protected] in the first instance. If the role has been advertised externally (outside of the Civil Service) and you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web pages: http://civilservicecommission.independent.gov.uk/civil-service-recruitment/complaints/

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