External Customer Insight Officer

7 months ago

Newcastle upon Tyne, United Kingdom Driver and Vehicle Standards Agency Full time

**Details**:
**Reference number**:

- 346292**Salary**:

- £28,119 - £28,821**Job grade**:

- Executive Officer**Contract type**:

- Permanent**Business area**:

- DVSA - Corporate Affairs**Type of role**:

- Analytical
- Customer Insight
- Market Research**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Bristol, Newcastle-upon-Tyne, Nottingham, SwanseaAbout the job

**Job summary**:

- Can you use best practice research methods to find out the views of our customers and use the findings to make strong recommendations?
- 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**Job description**:
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.

Your responsibilities will include but will not be limited to:

- Taking responsibility for qualitative and quantitative customer research to support the Senior External Customer Insight Manager.
- Designing insight briefs and specifications to assist managers with the procurement, selection and management of third-party customer research agencies.
- Maintaining end to end customer journey mapping across all DVSA products and services to inform improvements and changes.
- 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 managers 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.

**Person specification**:
**About you**
- We are looking for someone who enjoys using research tools to source information and can utilise their analytical skills to collect data and draw conclusions.
- You are confident in making recommendations to colleagues and Senior Leaders.
- You are an engaging communicator and use your brilliant interpersonal skills to build robust working relationships with your colleagues and customers, ensuring to tailor your approach to your audience.
- You have a natural talent for understanding and being perceptive of those around you and always make sure to be on hand when needed to provide support and guidance.

This is a great opportunity if you thrive in a small, but busy team and enjoy the diversity of working with a variety of people, while showing ambition and bringing a positive mindset where you can display your current skills and have our support to learn and develop further.

**Additional Information**

There will be a requirement for some travel to other DVSA sites around the UK which could include overnight stays.

This role can be based in Bristol/Swansea/Nottingham/Newcastle, your presence at one of these locations will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. Our **expectation** is that you will spend a minimum **60% of your time at your base location. **Visits to other DVSA sites or work locations count towards this.

Swansea, Nottingham, Bristol, or Newcastle

**About Us**

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

We’re committed to giving all our colleagues purpose, professionalism and pride in what we do. We work in supportive, diverse and inclusive teams where everyone is valued. You can grow, develop and progress, and make a real difference to society.
- To find out more about how we champion diversity and inclusion in the workplace and making DVSA a great place to work visit our _Careers website_._

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Delivering at Pace
- Changing and Improving
- Communicating and Influencing

**Benefits**:

- An environment with

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