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., Responsibilities include:

• 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.