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Customer Insight Managers

Employer
HMRC
Location
London, E14 4PU and Manchester, M3 5BS
Salary
£37,503 for Manchester / £40,544 for London
Closing date
3 Nov 2019

Background

HMRC is the UK's tax, payments and customs authority. We collect taxes and duties from 45 million individuals and 5.2 million businesses, support trade and growth through customs and pay tax credits to 4.6 million household and Child Benefit to 7.5 million families.

What We Do

We are the Behaviour, Insight & Research (BIR) Team and we sit at the heart of HMRC playing a vital role in delivering on our ambition. We deliver high quality, timely evidence shaping our strategy and ensuring our approach to transforming the Department is based on the latest knowledge about customers. The team is grouped into three core ‘disciplines’:

  • Customer Insight – focused on developing actionable insight from existing evidence
  • Customer Research - delivering primary social and market research
  • Behavioural Insight - applying behavioural insight and testing its impact through experimental research, including randomised controlled trials.

The Role

We are recruiting 3 insight professionals to join the team. This is an exciting opportunity to join a growing team of approximately 12 (primarily London/Manchester-based), who are all passionate about how we can make a real impact on our business issues through actionable insight.

We provide deep understanding about our customers and their needs and behaviours, to make valuable contributions to HMRC by improving both business outcomes and our customers’ experience.

We do this by making use of a full range of evidence including qualitative and quantitative research, big data and HMRC operational information to generate fresh and compelling actionable insights that contribute to HMRC’s decision-making.

We are a busy team working sometimes to tight deadlines. Working to a Customer Insight Lead, these 3 positions will play a key role in ensuring that actionable customer insight drives decision-making across a range of core priorities for the Department.

Key responsibilities:

  • Your work and insights will help drive new and deep customer understandings, identifying new opportunities to inspire change for the customer and HMRC
  • You will work on a wide-range of customer insight projects across our key portfolios to address HMRC business priorities, including customer readiness for EU-Exit
  • Synthesise and draw key insights from a variety of data sets and evidence sources, generating chances to inspire change
  • Producing and communicating customer insight in an accessible and engaging way, using storytelling and effective visualisation to achieve agreement
  • Building effective working relationships and working closely with various teams – both within Behaviour Insight & Research Team and across the business. You will collaborate with our partners to help embed actionable insight
  • You will play a central role in contributing to the wider capability building across the team, helping build standard methodology

Essential Criteria

  • An expert customer insight specialist with experience of developing and applying customer insight from working client side, agency, or consulting (either public or private sector)
  • You'll have experience in one of the following areas: insight generation, research, strategic communications, strategic communications, campaign evaluation, marketing
  • Highly skilled in the synthesis of evidence and understanding from a multiple sources (e.g. existing qualitative and quantitative research, management data and big data, to distil it down into holistic, tangible and meaningful insight
  • Experience of qualitative and/or quantitative research and insight methodologies, from which you can extract key findings and insights which can be turned into recommendations the business can act on
  • Experience of insight generation techniques and moving these to finding opportunities that will create change for customer/business benefit
  • Strong presentation skills and a phenomenal storyteller with the ability to put research into business terms and bring insights to life – to engage partners with the insights provided

Desirable Criteria

  • Experience of client management, understanding client needs and influencing partners
  • Experience of analysing and interpreting large data sets
  • Experience in team and/or individual capability building
  • Membership of Market Research Society (MRS), Social Research Association (SRA) and/or AURA and Government Social Research (GSR)

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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