Customer Insight Manager

Customer Insight Manager

Various locations - Durham, Glasgow, Liverpool, London, Peterborough, Sheffield

Salary

£41,750 - £48,250

National pay locations: Durham, Glasgow, Liverpool, Peterborough, Sheffield £41,750-£44,250

London pay location: London £45,750-£48,250

A Civil Service pension with an employer contribution of 28.97%

Apply before 11:55 pm on Thursday 24th September 2026

Three posts are being advertised: two in the Passports Insight Team and one in the Visas Insight Team. The two roles in the Passport Insights team can be based at any of the advertised locations, while the role in the Visas Insight Team is based in Liverpool, London or Sheffield only.

Job description

This role offers an exciting opportunity to work in a fast-paced environment to deliver customer and market insight across the whole business. You will be given the opportunity to make real change using insight and your role as the voice of the customer within the business. Using a combination of data analysis, in-house projects and resource, and agency partners, you will be given the opportunity to bring the customer to life for Customer Voice.

The post holder will work with stakeholders across all of the Home Office and its partners up to Director level to ensure that customer insight guides strategic and tactical decision making affecting our customers.

Key Responsibilities

• Ensuring monthly insight products and reports are delivered to the business on time and to a high standard.
• Supporting on the design, commissioning, management, and analysis of insight projects that support the organisation in delivering its objective of making evidence-based decisions that incorporate the customer's voice.
• Supporting the team in ensuring customer products and reporting are continually reviewed and developed to ensure they align to business change and provide value.
• Conducting analysis to support other projects and strategies, designing surveys, analysing survey data and MI.
• Maintaining relationships both internal and external to the Home Office to ensure that research findings are communicated effectively to relevant stakeholders.
• Committing to continuous development by attending training, conferences and engaging with insight networks.

Essential Criteria

• Experience of working in a research setting or in a role conducting research activities
• Experience of using analytical tools or statistical software, such as Qualtrics, SPSS or equivalent, to analyse and interpret data
• Strong communication skills, with the ability to adapt to different audiences and present insights effectively through reports, presentations, and visual formats such as infographics
• Strong analytical skills with attention to detail, the ability to extract key insights from data, and a drive to continuously develop research expertise
• Ability to work efficiently under pressure, managing multiple tasks and meeting deadlines while maintaining high standards
• Experienced user of Microsoft Excel for data analysis e.g. pivot tables, advanced formulas
• Knowledge and experience of quantitative and/or qualitative research methodologies, including involvement in questionnaire design.

Travel

Occasional travel may be required, according to business needs.

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