The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter‑terrorism, policing, crime, drugs policy, immigration and passports.
Immigration and Citizenship Service (ICS) within Home Office brings together those areas of the business servicing Visas, Passports, Citizenship and Resettlement. 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 ICS, there is a cross‑cutting department, Customer Voice, which is made up of a group of customer experts and the Customer Insight and Experience team for VSI. The Customer Insight and Experience team for VSI focuses on understanding visa customers and gathering insight on their journeys in order to drive change and improve customer satisfaction.
We are recruiting for a curious, Senior Customer Insight Manager in the Customer Insight and Experience team. We are looking for a Senior Customer Insight Manager with a passion for data and problem‑solving to lead on a range of primary and secondary research projects exploring customer experience and satisfaction.
Key Responsibilities
* 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.
* Knowledge and experience of managing quantitative research projects (including survey design and analysis) beginning to end – including design, AI‑enabled methodologies, data analysis and identifying key insights from the findings.
* 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
This role is available on a full‑time basis. It is also suitable for part‑time working hours, with a minimum requirement to work 30 hours per week due to business requirements.
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