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. Key responsibilities Responsibilities will include but are not limited to:

• 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.