Customer Insight Lead
| Posting date: | 01 November 2024 |
|---|---|
| Salary: | £60,300 to £70,730 per year |
| Additional salary information: | National £60,300 - £66,330 London £64,300 - £70,730 |
| Hours: | Full time |
| Closing date: | 17 November 2024 |
| Location: | Sheffield |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 376235/4 |
Summary
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.
Key responsibilities
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.
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.