Senior Customer Insight Manager

About us

The Customer Services Group (CSG) within Home Office brings together those areas of the business servicing Asylum & Protection (A&P), Passports, Citizenship and Civil Registration (PCCR) which includes His Majesty’s Passport Office (HMPO) and General Registry Office (GRO), Visas, Status & Information (VSI). Representing a major operational part of the Home Office, we play a vital role in supporting the economy and cultural life of the United Kingdom. 

Within the Customer Services Group, there is a cross cutting department, Customer Voice, which is made up of a group of customer experts focusing on specific areas of the customer experience, gathering intelligence on their journeys and driving change across the business to meet their needs and expectations.

The role

The Customer Voice team focuses on putting the customer at the heart of the conversations, decisions and actions across operational and strategic work conducted to deliver passports, visa and immigration services.

This is an exciting opportunity to work in a fast-paced environment to deliver customer and market insight across the whole business. You will be given the opportunity to make real change using insight and your role as the voice of the customer within the business. Using a combination of data analysis, in-house projects and resource, and agency partners you will be given the opportunity to bring the customer to life for Customer Voice.

The successful candidate will be able to pioneer research to support and drive business strategy across a variety of areas including product development, operational effectiveness, customer satisfaction and enhancing commercial outcomes.

The successful candidate will work with stakeholders across all of the Home Office and its partners up to Director level to ensure that customer insight guides strategic and tactical decision making affecting our customers.

Day to day, your responsibilities could include the following: building and maintaining relationships with colleagues to gather information needed for decision-making; proposing research methods to collect data; presenting information in a clear and engaging manner; managing external research partners; blending different data sources to create a complete picture of customer insights; identifying gaps in customer insight and creating plans to close them; representing Customer Voice in key decision-making meetings; managing team members; creating and maintaining relationships with stakeholders; and committing to ongoing development through training and conferences.

About you

You will have excellent spoken and written communication skills and be able to present information visually in a way that suits different audiences. You'll have experience managing research projects of various sizes and be able to identify key insights that will inform your target audience.

You know a range of qualitative and quantitative research methods, including questionnaire design, and have previously worked in a research setting, either in an agency or client-side. You're confident working with internal and external stakeholders, including senior leaders.

With a passion for insight, you are curious about data and like to question everything. You'll be able to work under pressure and manage multiple tasks while meeting deadlines and managing expectations.

Ideally, you will have:

• knowledge of Excel, including data analysis and report creation/automation;
 

• experience using other analytical tools (e.g. Qualtrics, SPSS);
 

• an ability to produce summary-level information of large, complicated data sets for multiple audience types;
 

• a relevant Market Research qualification.

Benefits

As a Civil Service employee, you’ll receive a range of benefits, including an excellent Civil Service pension scheme, flexible working patterns, family-friendly policies including up to a full year of parental leave, a welcoming culture where inclusion and diversity are encouraged, and learning and development tailored to your role.