Customer Insight Lead

The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, fire, crime, drugs policy, immigration and passports.
The Customer Services Group brings together Asylum & Human Rights, Passports, Citizenship & Civil Registration, Customer Operations Support Services and UK Visas & Immigration. As a major operational arm of the Home Office, we play a vital role in supporting the economy and cultural life of the UK.
Within the Customer Services Group, there is a cross-cutting department, Customer Voice, that is made up of a group of customer experts focusing on specific areas of the customer experience, gathering customer insight on their journeys and driving change to improve customer satisfaction.
We are recruiting for 3 x Grade 7 Customer Insight Leads for the insight team that supports UK Visa’s and Immigration (UKVI). As a Customer Insight Lead you will lead a work programme of primary research and insight projects to understand customer needs and behaviours. Your work will drive change, and contribute towards embedding a customer-centric mindset within the business. The post also offers the opportunity to adopt innovative methodologies through our external research partners and in-house analytical capability (Qualtrics). Grade 7 roles in the team also offer significant opportunity to engage and influence senior leaders at UKVI board meetings., The 3 x Grade 7 roles will support UKVI to deliver a world-class visa system and the opportunity to work in a fast-paced environment that puts customers at the heart of design.
The successful candidates will lead work programmes that aim to deliver primary research, and analysis of customer experience trends from our in-house customer surveys. The role will involve using research and insight methods (e.g. primary research and evidence packs) to understand root causes of pain points and to develop actionable insights that drive strategic and tactical improvements in how we design for our customers. Our Customer Insight Leads are the primary contact for stakeholders across the business. This provides the opportunity to build relationships, and carve out new ways to use customer insight to guides strategic and tactical change. As a Grade 7 you will also actively contribute to the professional development of the team and deputise for the departmental head where required., + Pro-actively generating and sustaining a flow of primary research and insight projects that set the agenda for the business, and deliver better outcomes for customers.
+ Technical and strategic oversight of research and insight projects across a range of methodologies (interviews, surveys, segmentation, user testing etc), and project types according to the business needs.
+ Influencing stakeholders to use customer insight, and to buy- in to use insight led recommendations to improve service design and delivery.
+ Lead on the relationship with external research partners. Be accountable for a yearly budget relating to all research spend, ensuring we are delivering value for money.
+ Leading and motivating a team to achieve to best results by developing a culture of compassion, empathy and inclusion.
+ Contributing and investing in the professional development of customer insight and customer experience team members. Take responsibility for knowledge and skills in the team, creating opportunities for learning and innovate.
+ Contributing to the delivery of the team’s customer experience framework aimed at embedding customer-centric thinking within the business. Building customer journey mapping capability within the team and business.
Working pattern
We encourage applications from candidates who wish to work part-time; however, part-time opportunities cannot be guaranteed and are subject to the requirements of the role and business. Candidates wishing to work part-time should notify the vacancy holder as soon as a provisional offer of employment is made, to explore whether this can be accommodated at your selected location., For guidance and information on how to construct your application (CV, Personal Statement, Behaviours and Technical Skills), you are encouraged to visit Civil Service Careers website.
2. Sift – week commencing 18th November 2024.
The sift will be held on the Personal Statement and CV.
3. Interview – week commencing 2nd December 2024.
If you are successful at sift stage, you will be invited to an interview that will be:
+ Behaviours, Strengths, and Technical Skill based questions.
In addition, candidates will be asked to prepare a presentation that will be delivered at interview. The presentation will be assess your technical skills, and experience and will be assessed against the 'Essential Criteria' as listed in the job advertisement. The presentation question/scenario will be disclosed closer to the interviews., You can select up to three locations in order of preference. Please ensure that these are locations you are prepared to travel to. If you are offered a role at one of your preferred location(s) and you decline, your application will be withdrawn.
Reserve list
A reserve list may be held for a period of up to 12 months from which further appointments may be made. There is no guarantee that being held on a reserve list will lead to a job offer. Further information can be found on our website.
Reserve lists will be held for each location and profession. Candidates will be appointed in merit order by location and profession.
All Civil Servants are expected to comply with the Civil Service Code, and its core values of integrity, honesty, objectivity and impartiality.
Additional Security checks
As well as successfully obtaining UK Security Vetting clearance, candidates will be subject to a range of additional checks. The range of checks carried out will depend on whether you are a current Home Office employee, existing civil servant or an external new entrant as well as the role requirements. Further details are included in the Notes to Candidates.
For further information on National Security Vetting please visit the following page https://www.gov.uk/government/publications/demystifying-vetting
Please be aware the levels of national security clearance are changing which may impact on the level needed for this role by the time of appointment. All efforts will be made to keep candidates informed of any changes and what that will mean in terms of vetting criteria. For more information please See our vetting charter
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
If you are invited to an interview, you will be required to bring documentation for the purposes of establishing your identity.
You will need to meet the nationality requirements for this role and obtain the necessary security clearance to take it up. For meaningful security checks to be carried out, individuals need to have lived in the UK for a sufficient period of time. Learn more on our website. Security Checks - Home Office Careers
Visa sponsorship
We do not sponsor individuals via Skilled Worker Sponsorship / Tier 2 (General) work visas.
Reasonable Adjustments
If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
+ Contact Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs
+ Complete the “Assistance Required” section in the “Additional Requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a language service professional
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the ‘Contact point for applicants’ section.
Feedback
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

All successful candidates will have a passion for insight and a natural curiosity about customers and data. In addition:
+ Recent experience of working in an applied social or market research setting, either agency or client side.
+ A relevant Market Research, Social Research qualification or equivalent on the job experience. Relevant qualifications include Market Research Society Advanced certificate, and social science-related degrees with a substantial quantitative research component.
+ A track record of delivering high quality qualitative and quantitative research projects that support strategic and tactical changes - in particular designing and analysing surveys end to end.
+ Experience of managing and developing teams to deliver impactful research and insight projects. Leading with compassion and empathy, adapting style to suit the needs of your team.
+ Experience in the synthesis of evidence from multiple sources (e.g. existing qualitative and quantitative research and management information) into holistic narratives and insight.
+ Excellent verbal and written communication skills, with the ability to tell stories and convincingly convey ideas to a range of audiences.
+ Excellent relationship management skills – a proactive and confident approach that builds trust and credibility with stakeholders.
+ Ability to work at pace and prioritise resources to oversee a work programme.
Desirable criteria
+ Membership of Market Research Society (MRS), AURA, Social Research Association (SRA) and/or AURA.
+ Experience of customer journey mapping or the ability to learn on the job.
+ Strategic and operational awareness and understanding of civil service departments.
+ Experience of process and impact evaluation.
+ Knowledge of behaviour change methodologies., A relevant Market Research, Social Research qualification or equivalent on the job experience. Relevant qualifications include Market Research Society Advanced certificate, and social science-related degrees with a substantial quantitative research component., + Making Effective Decisions
+ Communicating and Influencing
+ Delivering at Pace

Technical skills
We'll assess you against these technical skills during the selection process:
+ Research and Insight

In addition to your salary, a career with the Home Office offers a range of benefits, including:
+ A Civil Service pension with an employer contribution of 28.97%.
+ In-year reward scheme for one-off or sustained exceptional personal or team achievements.
+ 25 days annual leave on appointment, rising with service to 30 days.
+ Eight days of public holidays, plus one additional privilege day.
+ Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office.