Customer Insight Manager
- Civil Service
- Part Time
- Birmingham
- 35,663
Job Description
Job summary
Can you turn customer data and feedback into clear, impactful insights?
Have you delivered actionable insight to senior stakeholders?
Are you a collaborative leader who champions the customer voice?
If so, wed love to hear from you!
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 Kings 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 DVSA.Job description
The job holder will work with internal teams and external organisations to capture and analyse customer feedback to support core business functions. They will lead a team of Insight Specialists to produce customer insight and satisfaction reports using appropriate analytical and visualisation techniques to present the voice of the customer. The job holder will ensure data is properly managed and compliant with regulations, support services in sharing insights, collaborate with research partners, keep best practice up to date, and regularly brief senior leadership as a central contact for customer insight.
Your responsibilities will include, but arent limited to:
- Advise on the interpretation of insight, representing the voice of the customer and make recommendations for service improvements.
- Work with Senior Customer Insight Managers to develop new research
- Evaluate the effectiveness of research methodologies ensuring continuous improvement and cost effectiveness of the service is maintained.
- Execute management responsibilities effectively and in line with DVSA policies and processes, working with, leading and acting as a role model for team members and colleagues in line with Civil Service values.
- Determine and plan team requirements, including allocating resources and prioritising activities, over the short to medium term by understanding the business environment in which the team operates, and the overall team objectives, ensuring their team understands and works to these requirements.
- Demonstrate leadership by providing guidance to staff to support the delivery of objectives. Manage and engage with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.
- Work in collaboration with other managers across all functions for the good of DVSA and to create a high performing and well-respected Agency.
- Sustain an effective relationship with services managers and other stakeholders that have access to customer insight.
Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills set out in the Civil Service Line Management Standards.
For further information on the role, please read the role profilePlease 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.
Person specification
Required experience:
To be successful in this role you will need to have the following experience:
- Experience using quantitative and qualitative research methodologies.
- Strong analytical skills and the ability to review multiple data sets, identifying trends, patterns and emerging themes.
- A proven track record of communicating insights clearly and effectively to a range of audiences, driving meaningful improvements to services and customer outcomes.
- Proven ability to create and maintain good working relationships with internal and external stakeholders.
- Excellent organisational skills with the ability to manage multiple, and often conflicting, priorities to deadline and to a high standard.
- Ability to act with autonomy and provide business leadership, with sound judgement on when to escalate or refer to a Senior Manager.
Qualifications/Memberships:
- A qualification in research, data analysis or related disciplines, is desirable but not essential.
- A member of the governments professional research network is desirable but not essential.
- A member of a relevant professional body such as the Market Research Society, Association of Qualitative Researchers, or similar or willing to work towards is desirable.
Additional Information
Working hours, office attendance and travel requirements
Full time roles consist of 37 hours per week.
Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week.
This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.
The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.
Regular travel to other offices will be required, which may involve overnight stays.
If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).
Visa Sponsorship
Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.
