Lead Analyst DWP Services and Fraud Group

Service Enablement is a new Directorate set up to support the successful delivery of frontline operational services to customers across DWP.

Could you be the analytical leader who helps shape the future performance, productivity and service delivery of one of the UK's largest public service operations?

The Directorate directly supports the Child Maintenance Service, Retirement Services, Counter Fraud Compliance and Debt and Health-Related Benefits, as well as providing a number of cross-cutting functions which also support Working Age Services (Universal Credit and other working age benefits). This covers around 80,000 colleagues working in frontline roles across the Department across two DG areas, with an operating budget of around £5bn per annum, delivering around £250bn of welfare payments.

This role is also embedded within DWP’s Analytical Community (AC) which has over 900 analysts made up of Economists, Operational Researchers, Social Researchers, Statisticians and Data Analysts. Analysts are grouped into 20 Lead Analyst areas, embedded across the Department. Our services are in high demand from ministers, senior leaders and policy and operational stakeholders.

The Lead Analyst for Service Enablement has overall responsibility for leading the analytical teams underpinning one of the Department’s largest operational delivery groups, ensuring that performance, workforce and service delivery decisions are informed by robust evidence across services supporting millions of customers. As such, the Lead Analyst leads the delivery of robust analysis, MI and work study activity. This includes ensuring that there is an agreed prioritised work programme being delivered successfully by the teams, and that all key decisions being made across operations are supported by a robust evidence base.

The Lead Analyst is also responsible, through their teams, for providing independent analytical challenge and assurance to senior operational leaders, ensuring decisions are informed by robust evidence, transparent assumptions and a clear understanding of delivery risks and opportunities.

The primary focus of the role is to provide leadership for a large analytical division, DWP Services and Fraud performance, resourcing and analysis.

The role will support the Director for Service Enablement, sitting under the Director General for DWP Services and Fraud. The role plays a central part in shaping operational strategy and performance across DWP Services and Fraud, providing senior leaders with the evidence, challenge and assurance required to make informed decisions on workforce, performance, productivity and service outcomes.

The post holder will directly lead the following seven Grade 6 led areas of work:

• Performance insight: providing support on cross-cutting performance issues across all DWP services. This includes the provision of regular insight reports as well as ad hoc analysis to support the Director and other senior stakeholders
• Performance strategy and data delivery:
  Working closely with digital colleagues to ensure the provision of consistent, high-quality performance data
• Data and MI:
  Delivering a suit of Management Information reports to operational leaders and decision makers across the Department.
• Work Study:
  Producing a number of reports which are measuring the timing of specific activities taking place in service delivery used to inform the resource planning process
• Failure Demand, Complaints and Contact analysis: providing insights drawn from customer contact with to the Department to help in design and continuous improvement activity
• Supply Tracking, delivery and work study analysis:
  Monitoring and forecasting staffing levels across Service Delivery, and providing analytical support for the Work…