Senior Customer Insight Manager

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, Asylum Support and Dispersal, Asylum Accommodation Centres, Resettlement Group, 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.
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 customer insight on their journeys and driving change to improve customer satisfaction.
We are recruiting for a Senior Customer Insight Manager to lead on a range of primary research and insight projects exploring customer experience and satisfaction., 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 visa, immigration, and passport services.
This role offers an exciting opportunity to work in a fast-paced environment to deliver customer and market insight to support UK Visa’s and Immigration (UKVI). The team conducts a combination of external commissioned research, and small-scale in-house research and analysis (for example surveys and data analysis). You will have the opportunity to analyse data and draw insights that make real change for our customers.
The successful candidate will lead on the design and delivery of quantitative research to support and drive strategy and operations. The post will involve using research and insight techniques, to identify customer pain points and to inform recommendations to improve and enhance customer satisfaction and commercial outcomes. They 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., + Building and maintaining relationships with operational, strategy, and service design colleagues, in order to identify the insight needed to support key decisions.
+ Identifying gaps in the customer insight and designing projects to address them, taking responsibility for project management and delivery.
+ Designing effective and efficient quantitative research projects that draw on the latest research methodologies.
+ Blending and analysing different, often complex, data sources, to create a full picture of the customer.
+ Presenting insight in a stimulating and engaging way, drawing on storytelling techniques and communicating a clear set of identifiable actions.
+ Creating and maintaining key relationships with stakeholders inside and outside of the Home Office, in order to share best practice.
+ Committing to continuous development by attending training, conferences and engaging with insight networks.
+ The successful candidate may be required to line manage one or more members of the team, depending on the structure at the time.
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., 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).

The candidate 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.
+ Knowledge and experience of managing quantitative research projects (including survey design and analysis) beginning to end. Including design, methodology, analysis and identifying key insights from the findings.
+ Able to produce summaries of large, complicated data sets, with experience of Excel and other analytical tools and software, for example Qualtrics, and statistical software (e.g. R, SPSS).
+ Confidence to work with a range of internal and external stakeholders, including senior leaders.
+ Excellent spoken, written and visual communication skills, with the ability to adapt style and outputs to the varying needs of different audiences.
+ Ability to work under pressure, at pace and can prioritise and project manage a number of tasks at once.
Desirable criteria
Membership of Market Research Society (MRS), Social Research Association (SRA) and/or AURA.
+ Experience of managing external research agencies.
+ Knowledge of qualitative research methodologies.
+ Experience of process and impact evaluation.
+ Knowledge of Behavioural Science 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., + Communicating and Influencing
+ Delivering at Pace
+ Making Effective Decisions

Technical skills
We'll assess you against these technical skills during the selection process:
+ Quantitative research methods, + Behaviours, Strength, and Technical Skills based question.
The Technical Skill will be an oral briefing exercise to test your insight skills (details of which will be provided prior to the interview).

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.