Customer Insight

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CDWP Competency Framework for the Customer Insight Profession Delivering a Professional Service
Delivers a professional service that contributes to organisational effectiveness by:

Delivering a Customer Focused Service
Develops and delivers customer-led services by:

Analysing, Improving and Changing
Analyses and uses evidence to inform improvement and deliver change by:

Managing People and Performance
Manages people and resources, and applies project and programme management techniques, to achieve high performance and value for money by:

Building Capability

Leading

Builds capability to meet current and future business needs through continuous learning and by communicating in ways that support productive working relationships by: Developing Knowledge and Skills Develops knowledge and skills to meet current and future business needs.

Leads by example to deliver business results by:

Knowing the Business
Understands the organisation and its customers and how customer insight can contribute to improved services for customers.

Responding to Customer Needs Seeks to understand customer requirements and deliver services that are responsive to diverse customer needs. Providing Excellent Customer Service Meets customer needs through excellent customer service.

Analysing and using Evidence Uses information to understand performance and make decisions.

Deploying People and Resources Effectively Uses resources flexibly and creatively in ways that promote diversity and support the principles of sustainable development. Delivering Results Manages performance to deliver business objectives and meet performance standards. Managing Finance Monitors and manages finances to ensure value for money.

Demonstrating Integrity Demonstrates integrity at all times.

Demonstrating Customer Insight Expertise
Understands customer insight tools and techniques and uses them to generate insights which lead to an improved service and experience for DWP customers.

Improving Performance Continuously Seeks and implements ways of improving performance.

Working Collaboratively Works collaboratively in ways that value diversity and add to efficiency.

Providing Direction Provides and communicates clear direction to achieve DWP strategic objectives.

Building Customer Insight Capability
Establishes effective stakeholder relationships and contributes to an increasing capability across the organisation for insight generation and application.

Engaging with Change Implements change in support of DWP strategic objectives.

Communicating with Impact Communicates in ways that promote understanding and maintain confidentiality.

DWP Competency Framework for the Customer Insight Profession Delivering a Professional Service
Knowing the Business
Understands the organisation and its customers and contributes to its success by: • Performing in a way that demonstrates understanding of their role within customer insight; • Working in ways that supports the aims, visions and values of the organisation in being an exemplar of customer service; • Understand what’s most important to DWP customers and the role customer insight plays in developing the customers’ service experience; • Working in ways that support learning from customer feedback; • Working in ways that meet the requirements of the DWP Customer Charter.

LEVEL
Analysing, Improving and Changing
Analysing and Using Evidence

Delivering a Customer Focused Service
Responding to Customer Needs
Investigates, understands and responds to the needs of customers – internal and external - by: • Using appropriate questioning techniques; • Building and maintaining excellent relationships with customers; • Responding to customer feedback; • Treating all customers fairly and with regard to diverse needs.

Uses information to assess progress and make decisions by: • Identifying and interpreting relevant sources of information; • Organising information in a way that...
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