Job Description

The Intellectual Property Office (IPO) is the official UK government body responsible for intellectual property (IP) rights including patents, designs, trademarks, and copyright. We operate and maintain a clear and accessible IP system in the UK, which encourages innovation and helps the economy and society to benefit from knowledge and ideas.

The Customer Research and Analysis Manager plays a leading part in the work of IPO\'s Customer Experience Unit to deliver the Customer Strategy and to support IPO\'s corporate objective of Delivering Excellent IP services.

This is a dynamic and exciting role within a small and supportive team, which will provide leadership and development opportunities.

You will lead and develop a small team, responsible for the measurement, tracking and reporting of customer experience, feedback, contact and satisfaction with the IPO. You will be responsible for the delivery of routine and ad hoc reports on customer satisfaction and customer interaction with the IPO. You must be able to communicate clearly and concisely and explain your team\'s analytical evidence to varied audiences including senior leaders.

You will use appropriate sophisticated techniques to obtain, analyse and manage data from a variety of sources. You will strive for continuous improvement and you will develop yourself and your team in the application of best practice in data analysis and visualisation.

IPO will support you in studying for a Market Research Society (MRS) qualification if you do not already possess one (or equivalent).

Duties are likely to evolve for this high-profile role, which operates within a dynamic work area.

Working location

This role will be carried out in-line with IPO Hybrid working arrangements where staff are currently expected to attend the office 1 day per week, or equivalent if part-time, on-site at our Newport office.

We would encourage candidates to discuss working arrangements with the recruiting manager to agree a reasonable balance between working from home and the office. The requirement for attendance at an office location can vary by role but is very unlikely to be less than 1 day per week.

Job description

• Manage and lead the Customer Research and Analysis team.
• Identify, measure and communicate customer experience trends across IPO touchpoints, services, channels and customer journeys.
• Lead on the capture, analysis, reporting and communication of satisfaction with the IPO, demonstrating that IPO has (or has not) met the Ministerial target for customer satisfaction and pinpointing opportunities for service and process improvement.
• Provide support, guidance and oversight in relation to the analysis and visualisation of data relating to customer satisfaction, feedback and customer contact with the IPO.
• Report, share and showcase insights derived from the analysis of customer data to inform customer-driven development of services, processes, policy and communications.
• Manage the development and continuous improvement of intuitive self-service tools that allow IPO colleagues to access and drill into Customer Insight information resources.
• Provide the organisation at all levels with advice relating to the design, build and analysis of customer research, to inform and guide current and future business planning and strategy.
• Identify and monitor best practice methodologies and codes of practice in the field of customer research and associated data analysis, advising colleagues at all levels and applying where appropriate to IPO research requirements.
• Assess when customer research via external agencies is required, and commission suppliers that deliver high quality outputs and value for money.

Behaviours

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

• Delivering at Pace
• Working Together
• Seeing the Big Picture

Benefits

• A very generous pension scheme with 27.1% - 27.9% employer contributions.
• 25 days annual leave moving to 30 days in annual increments (1 day per year) over 5 years of reckonable service. You will also get 8 days public leave and 1 day privilege leave;
• The opportunity to form part of our many inclusive network groups.
• A variety of support functions including our excellent Staff Counselling Service which is a source of support for all staff at the IPO
• A flexible working scheme which has no core hours and excellent opportunities for home, part-time and term-time working;
• Eligibility for special and office-wide bonus payments
• Excellent development opportunities;
• Opportunities for secondments, both internal and external;
• Opportunities to join many civil-service clubs such as the Sports and Social Association, Motoring Club (CSMA), which provide numerous discounts to members

When working at Concept House, Newport the following benefits are also available:

• Free car parking is available on site;
• On-site facilities including gymnasium, shop, restaurant

Intellectual Property Office