Head of Customer Policy & Research

Registers of Scotland (RoS) manages 21 land, property and other legal registers which are a critical asset for the Scottish economy. We aim to provide the best public service for Scotland and are on a mission to make some of the oldest public land registers in the world into some of the most modern. We are committed to providing the best service to our customers through the creation of award-winning digital services, supported by the latest in cloud and AI technology. When working at RoS we support our colleagues by offering a range of modern work policies and workspaces, as well as encouraging an inclusive, diverse, and equitable work environment. We are proud to promote our We Invest in People Gold Award, Investors in Young People Silver Award and We Invest in Wellbeing Gold Award, alongside our zero gender pay gap and the fact we are a disability confident employer. To get a taste of what we do, our facilities and our hybrid working approach please see the following link for a short video; About this Role: You will develop and lead a team of subject matter experts and specialists covering our official statistics, economic analysis, customer insight and research work. Your role and that of your team, is critical to supporting the customer centric culture we are building across RoS as well as the exciting new work and business development activities we are undertaking whilst; meeting and exceeding customers’ needs, managing risk, informing key business decisions and safeguarding the organisation's reputation. Acting as an ambassador for the organisation you will build relationships with a range of internal and external stakeholders – working highly effectively with your partner C1s covering our commercial services and our customer engagement provision, to achieve the evolution of the statutory and non-statutory services we provide. We have big ambitions to grow our services and enhance our role in supporting Scotland’s economy. Your role in making this possible will be pivotal as we embrace new technologies, ways of working and a stretching new CX strategy., Your main duties will include: • Evolve and implement a Customer Experience strategy working across directorates and encasing the full customer journey. • Review and introduce a comprehensive suite of customer policies that support and de-risk our operational services in support of the CX Strategy. • Develop and implement a new RoS Customer Charter to communicate our service offer to our customers. • Grow the Customer Insight Hub as the single source of truth for customer experience development and reporting .• Work with colleagues on delivery plans required to support the CX Strategy, our Corporate Plan and the path to our 2030 Vision. • Ensure that the provision of national and official statistics achieve the required standards and work with the Statistics team, Communications and the new Senior Economist, to grow their use including as a commercial and brand promotion opportunity. • Support the development of our customer insight team and the data captured. • Ensure the capture and value of the customer satisfaction surveys and our Key Performance Indicator of Customer Satisfaction. • Identify and fill customer research gaps to bring new insight into our customers’ needs. • Maximise the benefits of the specialist teams and skill sets under your leadership to ensure their work underpins current and future activities. Team Development/Management • Lead and embed a new team within RoS that brings together the CX specialists • Promote a culture of high performance, resilience and continuous improvement that values learning and a commitment to quality • Mentor and develop staff using a supportive and collaborative approach on a consistent basis • Establish and monitor staff performance and development goals, assign accountabilities, set objectives, establish priorities and conduct regular performance appraisals, + CVs that are not accompanied by a full supporting statement will not be scored. + Statements exceeding 1250 words will not be considered. We would strongly recommend that your answers are written in the STAR format (Situation, Task, Action & Result). + We recommend that you work on your supporting statement using MS Word, and then uploading it; please note the system will “time-out” and sign you off if you are inactive or spend over a certain amount of time in the application without saving your progress. + If we receive a high volume of applications, we may complete an initial sift on the first essential criteria. For further information on the competencies, visit our Competency Framework. If you have any questions about the role, you can contact resourcing@ros.gov.uk Feedback will only be provided if you attend an interview or assessment.Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.Nationality requirements This job is broadly open to the following groups: + UK nationals + nationals of the Republic of Ireland + nationals of Commonwealth countries who have the right to work in the UK + nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) + nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) + individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 + Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window)

Technical/Professional A relevant qualification and/or evidence of your personal commitment to relevant learning and development. Experience in a comparable senior leadership role which encompasses all or some of the following elements: • Customer strategy • Customer policy development • Customer research Competencies Thinking Wider + Innovative thinker, with a track record for translating strategic thinking into action plans and outputs. Analysis and Making Effective Decisions + Ability to make decisions in a changing environment and perceptive in anticipating future needs. Leading and Communicating + Demonstrated experience and leadership in developing and delivering a comprehensive delivery plan to advance an organisation's vision and strategic objectives. + Excellent and persuasive communicator, with the ability to influence, inspire and engage direct and indirect reports and peers. Collaborating and Partnering + Capable of building and maintaining a network of colleagues and contacts ensuring maximum benefit/buy-in for delivery plans while ensuring the voice of the customer is embedded across every team. + Experienced in building, mentoring and coaching a team of specialists. Delivering a Quality Service + Ability to lead a high performing team through a change programme and successfully deliver long term goals. + Ensures the benefits of their specialist area are realised for the whole of RoS, our external partners and customers.

£57,705 - £71,750 Flexible working arrangements, employer pension contributions of circa 29%, generous annual/parental and special leave policies, plus extensive personal wellbeing benefits. Please see full reward package at end of job description for more information., Alongside your salary of £57,705, Registers of Scotland contributes £16,717 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides. What can we offer you? – Benefits at RoS: + We are a welcoming and inclusive community that functions on supportive practices such as Agile Coaches, Business Analysts, UX specialists and more. + We offer a stimulating working environment and strongly believe that a diverse team is crucial to achieving our mission! + Our team is ambitious, acts with integrity and demonstrates commitment to progress and impact. We nurture talent and reward success. + We work in an agile way, which is applied across the whole organisation. + RoS offers a generous annual leave entitlement of 30 days of holiday plus 12 days bank holidays (for a total of 42 days). + We operate a 35-hour working week and offer flexible working arrangements (up to 30 hours flexi per month). + We offer office locations in Edinburgh & Glasgow and currently offer a hybrid working model, having established we can successfully work remotely. As part of the reward package, you will get access to: + Civil Service pension at circa 29% contribution on the employer side. + Service benefits, cycle to work scheme, discounted dental insurance, £100 eye care vouchers subsidised gym memberships, childcare vouchers, buying and selling annual leave, retail discounts and more! + Family friendly leave policies (Maternity at

• 1-year full pay, Paternity Leave/Shared parental Leave/Special Leave & more) after 1 year of continuous service.• We offer continuous training and development opportunities, including being able to attend industry events.
+ A generous salary range with pay progression arrangements is in place. + You will have access to external counselling and external advice. + We are a Disability Confident employer. + We hold all three Investors in People awards: We Invest in People at Gold, We Invest in Wellbeing at Gold and Investors in Young People at Silver.