Business Intelligence and Customer Service Lead

Do you want to shape data‑driven decision‑making at a national regulator, turning insight into better services for customers and stakeholders?Are you an experienced Business Intelligence leader who enjoys translating complex data into clear insight that influences senior leaders and drives performance?

Can you lead teams through digital transformation, improving data maturity, and embedding evidence‑based decision‑making?

If so, we’d love to hear from you!

The Maritime and Coastguard Agency (MCA) is seeking a Business Intelligence and Customer Service Lead to join the UK Customer Maritime Services (UKCMS) which operates as part of the MCA regulatory function.

Our mission is to deliver the best possible service to our customers and stakeholders. We aim to do this through operational efficiency, utilising the data gathered and analysis to continuously improve our service offering and exceed expectations. Customer feedback is at the heart of our decision-making process, ensuring that our people, our customers, and our planet are at the forefront of everything we do.

This opportunity sits within the Customer Operations Team which is made of The Registry of Shipping and Seaman based in Cardiff and the Seafarer Operations team based in Southampton. Delivering accurate and timely business information is crucial to the growth and development of our customer facing teams.

Joining our department comes with many benefits, including

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays and a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at: Maritime and Coastguard Agency - Department for Transport Careers

As the Business Intelligence and Customer Service Lead, you will shape UKCMS data driven decision making, overseeing the delivery of high-quality reporting and insight to support business strategy. Acting as a technical expert and strategic partner, you will lead the BI roadmap, improve data literacy and support delivery of SLAs and KPIs, deputising for the Head of Customer Operations as required. You will lead Quality Assurance and Finance and Regulatory teams across Southampton and Cardiff, driving high quality customer services, digital transformation and continuous improvement.

Your responsibilities will include, but aren’t limited to

Data, Insight & Performance Leadership –

Leading the data, insight and BI vision, embedding evidence‑based decisions and continuous improvement across Customer Operations.Delivering clear reporting, dashboards and performance frameworks for the UKCMS Business Operations senior leadership team.Embedding KPIs, metrics and forecasting to improve delivery, planning, risk management and data literacy.Providing evidence‑based Management Information (MI) with stakeholders to drive improvement, surface risks and agree mitigations.Operational Management & Service Delivery

Meeting service levels, KPIs and targets across Customer Operations, deputising for the Head of Customer Operations as required.Overseeing day-to-day delivery, managing risk, capacity and performance to keep services efficient, resilient and customer focused.Planning and managing workflows to deliver finance, management information and quality assurance requirements.Maintaining and reporting on the quality management system to ensure high operational standards.Business & Resource Management

Overseeing resource planning, deployment and prioritisation to ensure teams have the capacity and skills to meet business needs.Coordinating corporate services (travel, estates, finance, ICT and recruitment), ensuring timely, compliant support.Stakeholder Engagement & Leadership

Acting as senior operational and insight partner to leaders, building strong relationships to support delivery and continuous improvement.Presenting operational performance, risks and improvement plans clearly and confidently to senior audiences.Continuous Improvement & Change

Driving continuous improvement initiatives using data, customer feedback and operational insight.Supporting business change, digital transformation and efficiency initiatives aligned to MCA priorities.Capturing learning and best practice to improve ways of working and strengthen operational resilience.Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills they need. We aim to empower line managers to create teams where people can flourish and deliver excellent outcomes for the public.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

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