Citizen and Data Reparation Services Leader

Job summary

As part of Counter Fraud and Compliance and Debt (CFCD), you will play a crucial role in DWP’s operations, contributing to changing lives and supporting CFCD’s mission to combat fraud in the welfare system.

Citizen and Data Reparation Services (CDRS) is a specialised team within Debt Management that focuses primarily on supporting victims of hijacked identity, including the reparation of DWP records/systems and accounting for financial losses.

There are 3 vacancies:

• Change, Design and Governance (CDG) Leader - 2 roles
• Data and Analysis Leader – 1 role.

Job description

Change, Design and Governance (CDG) Leader

The role will involve:

• Fostering collaboration and trust with stakeholders through effective communications and campaigns.

• Understanding governance implications around data/legal compliance and business practices, with both cross-government departments and third-party agreements.

• Developing, coordinating and managing the internal CDG roadmap, including expansion into future benefit lines.

• Leading and facilitating collaborative design activity, including structured workshops, design meetings and whiteboarding sessions, to support the development of effective solutions with stakeholders.

• Continuing to develop and support teams through an agile enablement strategy, including on/off boarding walkthroughs, documentation, and enhancing the "On Demand" platform.

• Managing design projects from initiation to final approval, ensuring clear planning, realistic timelines, appropriate governance, feedback loops, outcome reviews and timely escalation of risks or blockers.

• Using data, feedback and insight to improve services, including developing improved products and processes, preparing stakeholder presentations, supporting internal communications and delivering upskilling sessions where required.

Data and Analysis Leader

The role will involve:

• Providing leadership, coaching and direction to colleagues working across multiple locations, ensuring resources are effectively managed, performance expectations are met, individual capability is developed, and continuous improvement is embedded in day-to-day operations.

• Leading on the collation, interrogation and analysis of management information (MI) and complex data sets, identifying emerging risks, trends and opportunities to inform decision-making, drive continuous improvement, and shape the design and development of hijacked identity processes.

• Championing the effective use of digital tools and advanced Excel techniques to improve data quality, automate processes, enhance reporting and drive continuous improvement across hijacked identity services.

• Fostering collaboration and trust with stakeholders through effective communications and campaigns.

Due to the nature of these roles, there will be occasional travel and overnight stays.

Person specification

You will be a motivated initiative-taker capable of operating within a dynamic/fast paced workstream. You will work collaboratively across all teams to optimise and build on best practices and deliver solutions and products efficiently. Creativity and resilience are essential, as you will engage with stakeholders from CFCD and DWP to accomplish the broad range of activities outlined in the brief.

The successful applicant will need to demonstrate:

• Exceptional leadership, team leadership and stakeholder management skills, with experience of leading, motivating and developing teams, fostering an inclusive and high-performing culture, and working effectively across teams and with senior stakeholders to achieve shared outcomes, influence decision-making and build sustainable professional relationships.
• Strong analytical and problem-solving ability, including experience of analysing complex information and data, identifying issues and risks, developing management information and reporting solutions, and implementing timely, effective corrective actions to support sound business decisions.
• Excellent organisational skills and the ability to thrive in fast-paced, high-profile environments, managing competing priorities, meeting deadlines, and responding effectively to complexity, rapid change, and emerging business needs.
• Outstanding written, verbal and presentation skills, with the ability to communicate complex information clearly, concisely and confidently to a range of audiences.
• A proactive, innovative and agile approach, demonstrating creative thinking, flexibility and the confidence to develop practical solutions and drive continuous improvement.
• Strong digital capability, including a good working knowledge of Microsoft Office applications and the ability to quickly develop expertise in tools such as Power BI, Visio and SharePoint to present information in a clear and engaging way.
• A commitment to high standards of quality, consistency and inclusivity, with strong attention to detail and the ability to coach, support and develop others while delivering excellent outcomes.

Webinar event

We will be holding a webinar event to let you know more about these roles. This will take place on 18/08/2026 between 12 noon and 1pm.

Please follow the link to join the session 474953 Citizen and Data Reparation Services Leader

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Those who attend may be contacted following the event for evaluation purposes to improve our service.

Essential Security Criteria

Please note that the role that you are applying requires National Security Vetting (NSV) to the level – Security Check (SC). You can find more information at United Kingdom Security Vetting: Applicant - GOV.UK (www.gov.uk) . If you are successful in your application, you will need to attain SC clearance before you can take up post. This is mandatory and is in addition to completion of Baseline Personnel Security Standard (BPSS).

The purpose of the NSV process is to provide a level of assurance about an individual’s trustworthiness, integrity and reliability, and other factors that increase their vulnerability to corruption or risk of committing a security breach. It involves the investigation of an individual’s background and circumstances to achieve this aim.

For meaningful checks to be carried out, you will need to have lived in the UK for a sufficient period of time to enable appropriate checks to be carried out and produce a result which provides the required level of assurance. Candidates are required to meet the UK residency requirements so that National Security Vetting (NSV) checks can be conducted. Depending on the level of NSV required, you must have resided continuously in the UK for at least 3 of the last 5 years, 2 of which must have been the immediately preceding years from the point of applying for this job.

The application process will ask for personal details about you, your address history, previous relationships, your parents, your employment history, your financial circumstances, and details of any pending, spent or unspent convictions. This list is not exhaustive. Please view the