At a Glance
- Tasks: Transform customer feedback into actionable insights for immigration services.
- Company: Join the Home Office and help shape customer-focused operations.
- Benefits: Enjoy a generous pension, 25+ days leave, and flexible working options.
- Other info: Fast-paced environment with opportunities for continuous development and career growth.
- Why this job: Make a real impact on policy and service delivery while putting customers first.
- Qualifications: Experience in research and strong analytical skills required.
The predicted salary is between 40500 - 49500 £ per year.
In this role, you will turn customer feedback into actionable insights to shape passport, visa and immigration services. You will work closely with cross-functional teams and external partners to ensure the customer voice informs strategic and operational decisions. You’ll conduct and oversee insight projects, design surveys, and analyse data to drive evidence-based improvements. The position offers a fast-paced environment with real scope to impact policy, products and service delivery. This is a chance to help the Home Office put customers at the heart of its operations.
Pay / Benefits
- Civil Service pension with employer contribution of 28.97%
- 25 days annual leave (rising to 30)
- 8 public holidays plus one privilege day
- In-year reward scheme for exceptional achievements
- Flexible/remote work where business needs allow
Responsibilities
- Deliver monthly insight products and reports to the business on time and to a high standard
- Design, commission, manage and analyse insight projects that support evidence-based decision making incorporating the customer voice
- Ensure customer products and reporting remain aligned with business change and add value
- Conduct data analysis, survey design, and MI to support various projects and strategies
- Maintain relationships with internal and external stakeholders to communicate findings effectively
- Pursue continuous development through training, conferences and engagement with insight networks
Key requirements
- Experience in a research setting or conducting research activities
- Experience using analytical tools or statistical software (e.g., Qualtrics, SPSS) to analyse data
- Strong communication skills across audiences and ability to present insights via reports, presentations, and visuals
- Strong analytical skills, attention to detail, and drive to develop research expertise
- Ability to work under pressure, manage multiple tasks, and meet deadlines with high standards
- Proficient in Microsoft Excel for data analysis (pivot tables, advanced formulas)
- Knowledge of quantitative and/or qualitative research methodologies, including questionnaire design
- Communication
- Influencing stakeholders
- Attention to detail
- Qualtrics
- SPSS
- Microsoft Excel
Customer Insight Manager employer: United Kingdom Government
At HM Revenue and Customs, we pride ourselves on being an exceptional employer that fosters a culture of inclusivity, collaboration, and continuous professional development. As a Senior Business Analyst, you will have the opportunity to lead transformative projects in a dynamic environment while benefiting from flexible working arrangements and a commitment to employee growth. With a focus on meaningful work and a supportive team atmosphere across various UK locations, HMRC is dedicated to helping you thrive in your career.
