External Customer Insight Officer
| Posting date: | 07 January 2026 |
|---|---|
| Salary: | £30,485 per year |
| Hours: | Full time |
| Closing date: | 21 January 2026 |
| Location: | Swansea |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 441989/6 |
Summary
Are you skilled at building and maintaining strong working relationships?
Do you have experience of customer driven change and improvement activity, with a passion for making sure customers receive an outstanding service?
If so, we'd love to hear from you!
The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably. We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.
We’re working hard to:
- make roads safer
- improve services for our customers
- make road transport greener and healthier
- harness the potential of technology and data
- grow and level up the economy
Joining our department comes with many benefits, including:
- Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
- 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday
- Flexible working options where we encourage a great work-life balance.
Read more in the Benefits section below!
Find out more about what it's like working at Driver and Vehicle Standards Agency - Department for Transport Careers
As an External Customer Insight Officer, you will support the delivery of DVSA’s ongoing programme of customer insight for all vehicle and driver services and products.
The role holder will play a key part in delivering our insight programme, measuring customers’ satisfaction with the services that DVSA provides, and researching a variety of topics.
The successful candidate will represent our customers to ensure their voices are heard, supporting the agency in implementing changes to the current processes to improve our customer experiences.
Your responsibilities will include but will not be limited to:
- Taking responsibility for qualitative and quantitative customer research to support the External Customer Insight Manager.
- Designing insight briefs and specifications to assist managers with the procurement, selection and management of third-party customer research agencies.
- Collaborating with stakeholders from across the breadth of the agency and be responsible for writing research briefs, designing questionnaires and reporting results that support their stakeholders’ needs, including using compelling PowerPoint presentations and interactive Power BI dashboards.
- Provide advice using specialist knowledge to requestors of insight, recommending the most appropriate methodology and ways to conduct the research.
- Managing self and tasks, prioritising work, and providing regular performance and project updates to line manager.
- Providing advice and guidance to stakeholders and making recommendations on how to get the best customer insight to inform customer-led product and service development.
- Managing, designing and reporting on own projects within the DVSA insight programme to support DVSA’s services and products.
For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.
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