Head of Learning and Insight in London

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 can't 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 for LeO's Learning and Insight function, turning evidence from complaints, casework, data and research into actionable learning that drives organisational performance, service improvement and positive change across the sector, while building trusted relationships with senior leaders, providers, regulators and partners.

What you will be doing:

• As an active member of the Senior Leadership Team, contribute to organisational strategy, corporate leadership, business planning, performance improvement, risk management and decision-making across LeO.
• Provide senior leadership for the Learning and Insight function, translating LeO's strategic ambitions into clear priorities, plans, standards and a delivery framework for insight-led learning and sector improvement.
• Develop and lead LeO's operating model for learning and insight, ensuring robust methods for identifying themes, analysing root causes, surfacing emerging issues, prioritising topics, and translating evidence into practical learning for providers, insight for stakeholders, and actionable intelligence for sector regulators.
• Build a mature and sustainable learning and insight centre of expertise within the Communications, Engagement and Impact team, with clear governance, quality standards, effective use of resources, risk management, performance oversight and continuous improvement.
• Oversee the quality, coherence and impact of learning and insight outputs, including thematic insight, data publications, case studies, guidance, learning resources and other products that help providers, regulators and partners act on LeO's evidence.
• Embed internal feedback loops so insight from complaints, decision-making, data, research, engagement and frontline experience informs LeO's service design, policy development, operational learning and continuous improvement.
• Work closely with the Head of Strategic Engagement and Communications to translate learning and insight priorities into targeted engagement, communications and intelligence-sharing activity, while maintaining clear ownership of the evidence base, quality standards and learning offer.
• Provide line management for designated Senior Legal Services Specialist resource.
• Together with the Head of Strategic Engagement and Communications, act as joint functional lead for the CEI team's Casework and Complaint Handling centre of expertise, agreeing priorities, allocating specialist resource and ensuring casework knowledge is effectively translated into learning, insight, engagement and improvement activity.
• Provide senior leadership, coaching and direction to the Learning and Insight Manager and wider function, building capability, resilience, accountability and a positive, inclusive team culture.
• Provide assurance on learning and insight priorities, risks, delivery, evaluation and impact, supporting clear reporting to the Executive Director, Executive Team and Board as required, deputising for 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 at key times in their lives whether it's buying a home, dealing with bereavement, having issues at work, ending a marriage, or being involved in legal action. These things really matter and that's why the Legal Ombudsman really matters. If people can't sort out a problem with a legal provider, we're here to resolve things fairly and as quickly as possible. And as we resolve individual complaints, we share learning and insight into what we've seen helping prevent the same issues arising again.

We are Family Friendly with enhanced maternity leave and pay, paternity leave, shared parental leave, adoption leave. Money friendly with access to a discounts platform including thousands of discounts for supermarkets, eating out, leisure, holidays, theatre tickets etc. Community friendly offering Special Leave if you're an active member of your community, you can get extra paid leave for public duties, volunteering activities and reserve forces duties. Inclusive of all communities and we encourage applications from the widest possible range of backgrounds and circumstances. A disability Confident employer, welcoming applications from disabled people. We operate the offer an interview scheme for all disabled applicants who meet the essential criteria.

Please note, this is a fixed term contract up until 31st March 2029.