Fay Cooper | Deputy Director, Head of Product, DWP Digital

Fay CooperFay Cooper is the Deputy Director for Product in a newly established Digital Directorate within the Department of Work and Pensions, known as Shared Channel Experience. The Directorate was established in April 2020 to focus on the customer experience for both claimants and agents. A human centred design leader, Fay has embedded understanding of the customer throughout DWP, giving them a voice and making sure that every digital service is aimed at meeting their needs. Fay is ultimately responsible for a range of new digital products which collectively make up the customer interactions, and therefore create the experience. Fay is revolutionising DWP’s digital service to claimants and agents.

Since joining DWP in 2018, Fay has been the Product Lead for the digital transformations of State Pension, Pension Credit and the Child Maintenance Service. Prior to this, Fay worked for 14 years leading the digital strategy and various customer focused digital change programmes in Local Government.