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Customer Insight Officer
2 months ago
We are seeking a highly skilled and experienced Customer Insight Officer to join our team at the NHS Business Services Authority. As a key member of our Customer Insight team, you will play a crucial role in carrying out quantitative customer research, data analytics, and reporting of customer insight activities.
Key Responsibilities- Administer customer satisfaction programmes, including the creation of research programmes, surveys, and in-depth, actionable insight.
- Take responsibility for specific areas of the business or projects, developing their research needs, carrying out end-to-end research programmes, and presenting the outcomes to Senior Management groups.
- Lead on a range of insight and research projects, primarily quantitative, to meet the needs of the business and/or specific projects.
- Work with large volumes of data drawn from a variety of sources and select the most appropriate sampling methods to ensure results are representative of customer populations.
- Collect a range of information from customers using online technology and report on the datasets to allow the organisation and partner organisations to monitor interventions they have taken and assess compliance with service requirements.
- Genuine interest in Customer Insight as a career.
- Knowledge of primary research methodologies.
- Working knowledge of delivering analysis and insight from quantitative customer data sets.
- Sampling methodology and techniques, significance testing of results.
- Highly numerical and analytical.
- Flexible and committed team player with the ability to use own initiative.
- Able to work under pressure and meet deadlines.
- Attention to detail and able to work to a high level of accuracy.
- Ability to prioritise own workload and work independently within established parameters.
- The ability to handle multiple tasks with competing priorities.
- Good organisation skills.
- Excellent communication skills with the ability to explain fundamental concepts to staff at all levels.
- Genuine interest in qualitative assessments of customer attitudes and needs.
- Familiar with agile project methodology in line with Government Digital Service principles.
- Experience of managing data collections.
- A high level of confidence and ability to engage with and influence others, including senior managers.
- Creative and proactive enough to challenge the status quo with a natural curiosity and inquisitive nature.
- Team player, willing to take on extra work when required.
Responsible to: Lead Customer Insight Officer
Key relationships and connections:
- Customer Insight team
- Management Information/Performance team
- Data Strategy & Data Management team members
- DDAT team members
- Head of Services and managers across the NHSBSA
- Customer Experience team
- Colleagues across the NHSBSA
- Research agencies
