Customer Insight Lead

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

- 376235**Salary**:

- £60,300 - £70,730- National £60,300 - £66,330
London £64,300 - £70,730**Job grade**:

- Grade 7**Contract type**:

- Permanent**Business area**:

- HO - Visas and Immigration**Type of role**:

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

- Full-time, Part-time**Number of jobs available**:

- 3Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Croydon, Liverpool, London, SheffieldAbout the job

**Job summary**:
The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, fire, crime, drugs policy, immigration and passports.

The Customer Services Group brings together Asylum & Human Rights, Passports, Citizenship & Civil Registration, Customer Operations Support Services and UK Visas & Immigration. As a major operational arm of the Home Office, we play a vital role in supporting the economy and cultural life of the UK.

Within the Customer Services Group, there is a cross-cutting department, Customer Voice, that is made up of a group of customer experts focusing on specific areas of the customer experience, gathering customer insight on their journeys and driving change to improve customer satisfaction.

We are recruiting for 3 x Grade 7 Customer Insight Leads for the insight team that supports UK Visa’s and Immigration (UKVI). As a Customer Insight Lead you will lead a work programme of primary research and insight projects to understand customer needs and behaviours. Your work will drive change, and contribute towards embedding a customer-centric mindset within the business. The post also offers the opportunity to adopt innovative methodologies through our external research partners and in-house analytical capability (Qualtrics). Grade 7 roles in the team also offer significant opportunity to engage and influence senior leaders at UKVI board meetings.

**Job description**:
The 3 x Grade 7 roles will support UKVI to deliver a world-class visa system and the opportunity to work in a fast-paced environment that puts customers at the heart of design.

**Key responsibilities**

Responsibilities include:

- Pro-actively generating and sustaining a flow of primary research and insight projects that set the agenda for the business, and deliver better outcomes for customers.
- Technical and strategic oversight of research and insight projects across a range of methodologies (interviews, surveys, segmentation, user testing etc), and project types according to the business needs.
- Influencing stakeholders to use customer insight, and to buy
- in to use insight led recommendations to improve service design and delivery.
- Lead on the relationship with external research partners. Be accountable for a yearly budget relating to all research spend, ensuring we are delivering value for money.
- Leading and motivating a team to achieve to best results by developing a culture of compassion, empathy and inclusion.
- Contributing and investing in the professional development of customer insight and customer experience team members. Take responsibility for knowledge and skills in the team, creating opportunities for learning and innovate.
- Contributing to the delivery of the team’s customer experience framework aimed at embedding customer-centric thinking within the business. Building customer journey mapping capability within the team and business.

**Working pattern**

**Person specification**:
**Essential criteria**
- Recent experience of working in an applied social or market research setting, either agency or client side.
- A relevant Market Research, Social Research qualification or equivalent on the job experience. Relevant qualifications include Market Research Society Advanced certificate, and social science-related degrees with a substantial quantitative research component.
- A track record of delivering high quality qualitative and quantitative research projects that support strategic and tactical changes - in particular designing and analysing surveys end to end.
- Experience of managing and developing teams to deliver impactful research and insight projects. Leading with compassion and empathy, adapting style to suit the needs of your team.
- Experience in the synthesis of evidence from multiple sources (e.g. existing qualitative and quantitative research and management information) into holistic narratives and insight.
- Excellent verbal and written communication skills, with the ability to tell stories and convincingly convey ideas to a range of audiences.
- Excellent relationship management skills - a proactive and confident approach that builds trust and credibility with stakeholders.
- Ability to work at pace and prioritise resources to oversee a work programme.

**Desirable criteria**
- Membership of Market Research Society (MRS), AURA, Social Research Association (SRA) and/or AURA.
- Experie