Customer Insight
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
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