Junior Customer Insight Officer

3 weeks ago


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

We are excited to offer the opportunity to for a Junior Customer Insight Officer within the Customer Insight team. 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, helping the NHSBSA become user-led and use insight to refine and improve its services.

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

The Junior Customer insight Officer will be responsible for carrying out quantitative customer research, analysis and some reporting of customer insight activities for the NHSBSA. This role will work closely with the Customer Insight Officers, assisting with co-ordinating Customer Insight programmes across several NHSBSA services to ensure the organisation remains fully in touch with its customers and their needs. In addition, the post holder will take responsibility for managing the data collections carried out by Customer Insight ensuring they are set up accurately to the required timings and the data and reporting is quality checked.

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:
1. Managing small internal and digital research surveys from initial question scoping through to providing results and reporting in the required time frame.
2. Planning, organising, and assisting in the development of the overall Customer Insight research plan.
3. Working with internal services to design and develop data collections and audits for our professional business customers, including complaints returns, registration systems and pilot schemes. Monitoring the progress and identifying any problem areas escalating issues where necessary. Proposing improvements on how the data collections and audits can be carried out more effectively and efficiently.
4. Providing and receiving complex data sets and undertaking data analysis acquired from primary research using advanced Excel skills such as index matching and complex formulae.
5. Taking responsibility for the management of the customer and health professional research panels from initial signup to ensuring the panel members are appropriately contacted.
6. Providing research panel participants as requested across the digital projects to the digital user research support team to enable them to carry out targeted user research.
7. Ensuring respondent and response data is managed in accordance with Information Governance requirements.
8. Developing and providing training to new colleagues on using the corporate survey tool, and training existing users on advanced features and functionality.
9. User acceptance testing of new survey tool releases prior to roll out to the team.
10. Testing and developing new methods of accessing and managing hosted surveys and data in Python and other available systems.
12. Working with the Management Information team to develop efficient ways of providing survey results and response data to ensure quick reporting to the organisation. Checking the Management Information dashboards are accurately presenting the results.
14. Reviewing and assessing results and providing recommendations for service improvement and development.
15. Managing own workload, prioritise tasks and work unsupervised.
16. Providing general Customer Insight support as required.

LI-Hybrid

**Salary*


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