Customer Insight Officer

2 months ago

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

Job summary

Are you passionate about data and customer insights? Do you have a knack for turning complex data into actionable insights? If so, we have an exciting opportunity for you at the NHS Business Services Authority (NHSBSA). As a Customer Insight Officer, you will play a crucial role in carrying out quantitative customer research, data analytics, and reporting of customer insight activities for the NHSBSA. You will work closely with the Customer Insight team, coordinating customer insight programmes across various NHSBSA services to ensure we remain fully in touch with our customers and their needs.

This vacancy has 2 full time positions and a 12 month fixed term maternity cover available.

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 ( employer contribution) NHS Car lease scheme Access to a wide range of benefits and high street discounts

Main duties of the job

As a Customer Insight Officer, you will be responsible for:

Administering customer satisfaction programmes including the creation of research programmes, surveys, and in-depth, actionable insight. Taking 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. Leading on a range of insight and research projects - primarily quantitative - to meet the needs of the business and/or specific projects. Working with large volumes of data drawn from a variety of sources and selecting the most appropriate sampling methods to ensure results are representative of customer populations. Collecting a range of information from customers using online technology and reporting on the datasets to allow the organisation and partner organisations to monitor interventions they have taken and assess compliance with service requirements.

About us

Here at the NHS Business Services Authority (NHSBSA), what we do matters.

We manage the NHS Pension scheme, process prescription payments and much more. Our services are used by NHS organisations, contractors and the public: we take pride in being part of something so meaningful, that touches millions of lives.

Just as we design our services around the needs of our customers, we place our people at the heart of our organisation. That's why when you join us, you'll be empowered and given the right support to help your career grow.

As one of the UK's Best Big Companies to work for, we're all connected to our values: Collaborative, Adventurous, Reliable and Energetic. We care about our people, our purpose, and your progress.

We strive to offer a fantastic colleague experience, where every voice is heard, and every colleague is supported and respected. Wellbeing, diversity and inclusion is at the centre of this, so when you join us, you can connect with our Lived Experience Networks who help us to bring our authentic selves to work.

We welcome applications from people of all backgrounds and circumstances. We are committed and proud to be a flexible employer and will endeavour to offer a working pattern that suits you wherever possible, whether that be hybrid working, flexible hours, job sharing and more.

Ready to join us on our journey to be a catalyst for better health? Apply today and see where the NHSBSA can take you.

We are people connected to care.

Job description

Job responsibilities

In this role, you are accountable for:

1. Administering customer satisfaction programmes including the creation of research programmes, surveys and in-depth, actionable insight, so that issues and opportunities are clearly identified and clearly Taking responsibility for specific areas of the business or projects working with the Heads of Services, Corporate Functions and project/service teams to develop their research needs, carrying out end to end research programmes and presenting the outcomes to Senior Management Leading on a range of insight and research projects primarily quantitative - to meet the needs of the business and/or specific projects ensuring that all customer research is appropriately structured and targeted to deliver insight which informs pro-active service development and user needs for digitisation initiatives rather than static backward-looking Taking an innovative approach to ensuring that the maximum response rates for each survey are achieved testing and using a variety of channels to achieve Working with large volumes of data drawn from a variety of sources and selecting the most appropriate sampling methods to ensure results are representative of customer populations. Create standard data formats that can be effectively analysed, segmented and profiled to form data sets for research and Having assimilated customer insight from multiple sources, determine gaps in desired customer experience and develop effective reporting Collecting a range of information from customers using online technology and reporting on the datasets to allow the organisation and partner organisations to monitor interventions they have taken and assess compliance with service Ensuring quantitative research surveys and online reporting methods meet accessibility Effective long and short-term planning within own work area and delivery of customer insight and research projects within deadlines, maintaining a focus despite unforeseen challenges and Representing the Customer Insight Team at meetings and participating in organisation wide working groups appropriate to the post holders expertise and experience and engaging with the relevant communities of Demonstrating experience of coaching and advising colleagues on quantitative best practice Communicating effectively with appropriate staff and managers and explaining and simplifying complex research and data analytics outputs to make them understandable to non-research colleagues and to respond to challenges on the research Being able to relate to and work with colleagues from different services and departments, at all levels within the organisation, presenting to Senior Management groups including Heads of Service and Working closely with the DDAT User Researchers to ensure that the quantitative research feeds into their projects and their qualitative findings are reflected in the quantitative research Staying ahead of the curve in terms of emerging quantitative, statistical and insight technology and Undertaking ad-hoc research and insight projects as necessary to meet business Positively achieving team and personal objectives in accordance with directorate plans developed to support the DDAT Strategy and the NHSBSAs Strategy.

In addition to the above accountabilities, as post holder you are expected to: 1. Undertake additional duties and responsibilities in line with the purpose of your role and as agreed by your line Demonstrate NHSBSA values and core capabilities in all aspects of your Encourage an environment where your own and colleagues safety and well-being is Contribute to a culture which values diversity and Follow NHSBSA policies, procedures, and protocols as they apply to your role.

Working relationships

Responsible to: Lead Customer Insight Officer

Key relationships and connections: 1. Customer Insight team2. Management Information/Performance team3. Data Strategy & Data Management team members4. DDAT team members5. Head of Services and managers across the NHSBSA6. Customer Experience team7. Colleagues across the NHSBSA8. Research agencies

Person Specification

Personal Qualities, Knowledge and Skills

Essential

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. Highly computer literate in Microsoft Office with advanced Excel and PowerPoint skills.

Desirable

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.

Experience

Essential

Quantitative research and customer insight experience gained within a services organisation, agency or consultancy. Track record of developing and implementing successful customer insight and research projects and surveys. Experience within a digital research environment. Experience of online survey tools. Experienced in producing insightful research reports Presenting to management, being challenged on results and research outcomes. Experience of handling sensitive data.

Desirable

Worked in the NHS or other large organisation. Awareness of the NHSBSA's strategy plans and major programmes of work. Experience across web content, tools and transactional services, especially those with complex customer journeys. Working with senior management in a quantitative customer insight advisory role. Experience of using the SNAP survey tool. Knowledge of GDPR and accessibility guidelines

Qualifications

Essential

First degree or equivalent qualifications, or experience in relevant business-related discipline.

Desirable

Relevant professional qualifications (MRS or similar).

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