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Data & Customer Insight Officer (Maternity cover)

London (Central), London (Greater)
£37,332 - £42,099 per annum, including London Weighting Allowance
Closing date
2 Jun 2024

Job Details

About Us

King’s has five campuses in central London consisting of more than 100 buildings ranging in age from the 1780s to the current day. Many are listed and of great architectural significance. The campuses house a diversity of spaces, including teaching and learning environments, cutting edge research facilities, two chapels, cafes and restaurants, gyms and student residences.

As the largest Professional Services team at King’s, Estates & Facilities is strengthened by its wide-ranging specialisms. Our ability to deliver the Fit for King’s services we aspire to, rests on the talent, diversity, and engagement of our staff, without whom the provision of world-class facilities to a world-class university would not be possible.

The Estates & Facilities (E&F) team employs more than 900 people with a vast range of expertise and skills, operating and maintaining facilities and providing services across each of these sites to ensure King’s remains one of the world’s top universities

The Directorate of Estates & Facilities is committed to embedding & championing EDI across all its activities, ensuring that the university fosters the greatest possible sense of belonging among its diverse community. We encourage & welcome applications from across the global community & all appointments are made solely on merit.

The Data and Customer Insight Officer interim post is an exciting opportunity to join the Community Experience Team in Business Services, Directorate of Estates &Facilities (E&F). Community Experience support the directorate’s strategic aim to deliver trusted, responsive and reliable services that enable the King’s community to make the world a better place.

We are looking for an individual who will bring together a passion for excellent customer service with the use of data to encourage and support the variety of teams across E&F make meaningful service improvements for our staff, students and visitors. The post holder will report into the Fit for King’s Manager and work alongside the Fit for King’s Administrator. Fit for King’s is a customer service and workplace culture improvement programme which all of E&F staff take part in. The post holder will work alongside a team who try to lead the ethos of this programme by example.

About the Role

The Data and Customer Insight Officer brings together a passion for excellent customer service with the use of data to encourage and support the variety of teams across E&F make meaningful service improvements for our staff, students and visitors.  The post holder will report into the Customer & Culture Manager and work alongside colleagues in the Community Experience Team. Community Experience support the directorate’s philosophy to deliver trusted, responsive and reliable services that enable the King’s community to make the world a better place.

You will be responsible for ensuring the success of our customer insight meetings, bringing together teams from across the directorate to collaborate. You will seek out existing channels of feedback as well as facilitate further opportunities to gain customer insight and provide support to relevant teams to review and make recommendations for change.

Confident in PowerBI, the role holder will be able to collate data but also articulate a narrative to help others interpret that data. This includes hosting regular meetings and events to focus on customer insight, discussing trends and net promoter score. This is a great opportunity to join a team committed to improving customer experience through a range of exciting initiatives.

The successful candidate will report to the Customer and Culture Manager

This is a full time (35 Hours per week), and you will be offered an a fixed term contract until 29-August 2025 as it is a fixed-term maternity cover

About You

To be successful in this role, we are looking for candidates to have the following skills and experience:

Essential criteria

  1. Experience using customer feedback to make service improvements 
  2. Experience in creating and maintaining Power BI Dashboards 
  3. Confident speaker and presenter, with excellent written and spoken English  
  4. Able to encourage and inspire others to achieve great results 
  5. Adaptable communicator, able to engage well with a variety of people 
  6. Confident in using Microsoft Office tools – especially Outlook, Excel, Word, PowerPoint, Forms, Teams and SharePoint 
  7. Proven commitment to ongoing professional development

Desirable criteria

  1. Experience in Higher Education and/or Estates & Facilities 
  2. Lean Six Sigma Green Belt or similar
  3. Experience of Customer Service Excellence Accreditations​ 

Downloading a copy of our Job Description

Full details of the role and the skills, knowledge and experience required can be found in the Job Description document, provided at the bottom of the next page after you click “Apply Now”. This document will provide information of what criteria will be assessed at each stage of the recruitment process.

Further Information

We pride ourselves on being inclusive and welcoming. We embrace diversity and want everyone to feel that they belong and are connected to others in our community.

We are committed to working with our staff and unions on these and other issues, to continue to support our people and to develop a diverse and inclusive culture at King's.

We ask all candidates to submit a copy of their CV, and a supporting statement, detailing how they meet the essential criteria listed in the advert. If we receive a strong field of candidates, we may use the desirable criteria to choose our final shortlist, so please include your evidence against these where possible.

To find out how our managers will review your application, please take a look at our ‘How we Recruit’ pages.

Interviews are due to be held week commencing 17th June

We are not able to offer sponsorship for candidates who do not currently possess the right to work in the UK.


King's College London is one of the top 20 universities in the world and among the oldest in England. King's has more than 27,600 students (of whom nearly 10,500 are graduate students) from some 150 countries worldwide, and some 6,800 staff.

King's has an outstanding reputation for world-class teaching and cutting-edge research. In the 2014 Research Excellence Framework (REF) King’s was ranked 6th nationally in the ‘power’ ranking, which takes into account both the quality and quantity of research activity, and 7th for quality according to Times Higher Education rankings. Eighty-four per cent of research at King’s was deemed ‘world-leading’ or ‘internationally excellent’ (3* and 4*). The university is in the top seven UK universities for research earnings and has an overall annual income of more than £684 million.

King's has a particularly distinguished reputation in the humanities, law, the sciences (including a wide range of health areas such as psychiatry, medicine, nursing and dentistry) and social sciences including international affairs. It has played a major role in many of the advances that have shaped modern life, such as the discovery of the structure of DNA and research that led to the development of radio, television, mobile phones and radar.

King's College London and Guy's and St Thomas', King's College Hospital and South London and Maudsley NHS Foundation Trusts are part of King's Health Partners. King's Health Partners Academic Health Sciences Centre (AHSC) is a pioneering global collaboration between one of the world's leading research-led universities and three of London's most successful NHS Foundation Trusts, including leading teaching hospitals and comprehensive mental health services. For more information, visit:

King’s £600 million campaign, World questions|KING’s answers, has delivered huge global impact in areas where King’s has particular expertise. Philanthropic support has funded new research to save young lives at Evelina London Children’s Hospital; established the King’s Dickson Poon School of Law as a worldwide leader in transnational law; built a new Cancer Centre at Guy’s Hospital; allowed unique collaboration between leading neuroscientists to fast-track new treatments for Alzheimer’s, Parkinson’s, motor neurone disease, depression and schizophrenia at the new Maurice Wohl Clinical Neuroscience Institute; created the Cicely Saunders Institute: the first academic institution in the world dedicated to palliative care, and supported the King’s Sierra Leone Partnership in the Ebola crisis. Donations provide over 300 of the most promising students with scholarships and bursaries each year. More information about the campaign is available at

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