Customer Insight Lead

1 week ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom NHS Business Services Authority Full time

We are excited to offer the opportunity to bring on board a Customer Insight Lead within the Customer Insight team working in a hybrid way.

The work of Customer Insight Team is varied, as are the audiences we conduct research with.

The team supports the organisation and stakeholders by providing readily accessible, accurate and relevant customer insight upon which decisions can be taken with confidence.


The Customer Insight team has an important role in providing robust primary and secondary research insights to inform and evaluate customer satisfaction, contact centre services, internal staff feedback and operational activities.

The team represents the voice of the customer through its customer insight programmes of work which are carried out across all the NHSBSA's services, this ensures the organisation remains fully in touch with its customers and their needs.

In addition, reporting outputs are produced which are tailored to the diverse needs of different audiences across the NHSBSA.

What do we offer?

  • 27 days leave (increasing with length of service) plus 8 bank holidays
  • Flexible working (we are happy to discuss options such as compressed hours)
  • Flexi time
  • Hybrid working model (we are currently working largely remotely)
  • Career development
  • Active wellbeing and inclusion networks
  • Excellent pension
  • NHS Car lease scheme
  • Access to a wide range of benefits and high street discounts
This role will provide expertise and specialist Customer Insight advice to the different directorates and teams across the NHSBSA.

Taking responsibility for managing the design, development, co-ordination and delivery of appropriate research to provide the insights needed to inform key strategic and operational decisions to ensure the organisation remains fully in touch with its customers and their needs.


In addition, an important part of the role will be enabling the performance of others by providing training and development to Customer Insight team individuals.

Implementing, evaluating, and reporting on the impact and success of the training plans and motivating the team to achieve them.


You will be educated to degree level and have significant experience in a Customer Insight specialist role working with quantitative research.

In addition, you will have qualitative research knowledge and business to business, and business to customer research skills.


At the NHS Business Services Authority (NHSBSA) we deliver a range of essential national services to NHS organisations and contractors, patients and the public.

You may already be using some of our services.

Do you have a prescription pre-payment certificate? Perhaps you found this vacancy through NHS Jobs? We're behind these and much more.


Being one of the UK's Best Big Companies to work for, our values are to be Collaborative, Adventurous, Reliable and Energetic.

We CARE about what we do and support each other in achieving our objectives.

Our people are the heart of our organisation. We strive to ensure they feel trusted, valued and empowered. We're passionate about nurturing and developing people. When you join us, we want you to grow, and we offer many opportunities for you to do that.

We are the NHS delivering for the NHS.

In this role, you are accountable for:
Specialist skills

  • Understanding the NHSBSA's need for Customer Insight (CI) and how it can be used to make decisions and improve services.
  • Developing Customer Insight solutions which are effective to support the NHSBSA's customer and data centricity ambitions and are strategically aligned with the NHSBSA Strategic Ambitions and Customer Experience Strategy.
  • Collaborate with internal stakeholders to identify the insights needed in order to guide strategic and operational planning and evaluation.
  • Design and deliver appropriate Customer Insight programmes and outputs that provide accurate and robust evidence, using either primary and/or secondary research approaches.
  • Responsible for building and strengthening controls to ensure effective and efficient standardised customer insight across the NHSBSA.
  • Adds value by proactively driving, adapting, and improving customer insight outputs across all areas of the NHSBSA taking a pro-active approach to predicting customer insight needs as the organisation moves forward.
  • Encourage best practices in capturing and retaining Customer Insight data across the NHSBSA working in conjunction with Data Governance and Information Security.
  • Responsible for the quality of data within the Customer Insight survey tool and provision of accurate, timely Customer Insight to support business needs. Monitoring customer related performance metrics for underlying data quality issues.
  • Ensure that all procedures are documented so that output can be maintained in case of staff absence. Regularly reviews customer insight processes to prevent unnecessary workload or duplication.
  • Maintain own knowledge and expertise at the forefron

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