Head of Learning and Insight

Our Benefits Our total reward package includes a basic salary and a potential to earn rewards for excellent contribution to LeO. Stakeholder pension scheme, whereby LeO will double your contribution up to 10%. Annual Leave of 26 days per year (plus bank holidays) (pro rata for part time staff), plus you can buy or sell 4 days leave each year. Flexible hours driven by work life balance and operated between 7am and 9pm each day, this also includes hybrid working of 80% at home and 20% in the office each week. Group Income Protection if you cant work due to long term absence or injury, this protection can provide a regular income. Life assurance of 6 times your annual salary Legal Information Service offering free advice and support with debt management, tax related matters, consumer disputes. Employee Assistance programmes Online health, fitness, and wellbeing resources Wellbeing champions Are you an experienced strategic leader with a passion for turning evidence, data and insight into meaningful organisational and sector-wide improvement? Do you thrive on bringing together complex information from complaints, casework, research and frontline experience to identify themes, understand root causes and drive better outcomes? Are you excited by the opportunity to build and lead a high-performing Learning and Insight function, establishing the frameworks, standards and operating model needed to embed insight across an organisation? Within this role, you will provide strategic leadership forLeOs Learning and Insight function, turning evidence from complaints,casework, data and research into actionable learning that drives organisationalperformance, service improvement and positive change across the sector, whilebuilding trusted relationships with senior leaders, providers, regulators andpartners. What you will be doing As an active memberof the Senior Leadership Team, contribute to organisational strategy, corporateleadership, business planning, performance improvement, risk management anddecision-making across LeO. Provide senior leadership for the Learning and Insight function, translatingLeOs strategic ambitions into clear priorities, plans, standards and adelivery framework for insight-led learning and sector improvement. Develop and lead LeOs operating model for learning and insight, ensuring robust methods foridentifying themes, analysing root causes, surfacing emerging issues,prioritising topics, and translating evidence into practical learning forproviders, insight for stakeholders, and actionable intelligence for sectorregulators. Build a mature and sustainablelearning and insight centre of expertise within the Communications,Engagement and Impact team, with clear governance, quality standards, effectiveuse of resources, risk management, performance oversight and continuousimprovement. Oversee the quality, coherence andimpact of learning and insight outputs, including thematic insight, datapublications, case studies, guidance, learning resources and other productsthat help providers, regulators and partners act on LeOs evidence. Embed internal feedback loops soinsight from complaints, decision-making, data, research, engagement andfrontline experience informs LeOs service design, policy development,operational learning and continuous improvement. Work closely with the Head ofStrategic Engagement and Communications to translate learning and insightpriorities into targeted engagement, communications and intelligence-sharingactivity, while maintaining clear ownership of the evidence base, qualitystandards and learning offer. Provide line management fordesignated Senior Legal Services Specialist resource. Together with the Head ofStrategic Engagement and Communications, act as joint functional lead for theCEI teams Casework and Complaint Handling centre of expertise, agreeingpriorities, allocating specialist resource and ensuring casework knowledge iseffectively translated into learning, insight, engagement and improvementactivity. Provide senior leadership, coachingand direction to the Learning and Insight Manager and wider function, buildingcapability, resilience, accountability and a positive, inclusive team culture. Provide assurance on learning andinsight priorities, risks, delivery, evaluation and impact, supporting clearreporting to the Executive Director, Executive Team and Board as required, deputisingfor the Executive Director when needed. About you Significant experience leading insight, research, learning, analytical, intelligence or evidence-based improvement activity within a complex, high-profile or regulated environment. Proven ability to turn insight, research and data into strategies, programmes and practical interventions that deliver measurable improvements in services, policy, practice or behaviour. Strong knowledge of qualitative and quantitative research methods, evidence synthesis and thematic analysis, with the ability to interpret complex information and identify clear, evidence-based priorities. Experience developing learning, guidance, knowledge-sharing or improvement frameworks that build capability and support sustainable change and continuous improvement. Excellent relationship-building and influencing skills, with the confidence to advise senior leaders and work effectively with operational, policy, regulatory and external stakeholders. Experienced people leader with a track record of developing specialist teams, managing resources and creating a culture of accountability, engagement and continuous development. Highly autonomous and delivery-focused, with the ability to produce high-quality work to near-completion while requiring minimal senior review and sign-off. Able to combine strategic vision with strong operational focus, ensuring both long-term priorities and day-to-day team commitments are delivered effectively About us and why we matter People rely on legal services atkey times in their lives whether its buying a home, dealing withbereavement, having issues at work, ending a marriage, or being involved inlegal action. These things really matter and thats why the Legal Ombudsmanreally matters. If people cant sort out a problemwith a legal provider, were here to resolve things fairly and as quickly aspossible. And as we resolve individual complaints, we share learning andinsight into what weve seen helping prevent the same issues arisingagain. And we are Family Friendly with enhanced maternity leaveand pay, paternity leave, shared parental leave, adoption leave. Money friendly with access to a discountsplatform including thousands of discounts for supermarkets, eating out, leisure,holidays, theatre tickets etc Community friendly offering Special Leave ifyoure an active member of your community, you can get extra paid leave forpublic duties, volunteering activities and reserve forces duties. Inclusive of all communities and we encourageapplications from the widest possible range of backgrounds and circumstances. A disability Confident employer, welcomingapplications from disabled people.Weoperate the offer an interview scheme for all disabled applicants who meetthe essential criteria. If you are successful, its key to know all offers ofemployment are subject to satisfactory completion of our pre-employment checkswhich include: - Right to work check, (applicants must beeligible to live and work in the UK). Employment History references DBS criminal record check Fit for work questionnaire (for all) followed bya medical check (if applicable) Qualifications and/or professional membershipcheck (if applicable) Please note, this is a fixed term contract up until 31st March 2029. JBRP1_UKTJ