Customer Insight Manager in Glasgow

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

The Immigration and Citizenship Service (ICS) manages the UK’s immigration and identity systems, overseeing visas, citizenship, resettlement, and British passports. We maintain civil records, including births, marriages and deaths, and we offer secure, efficient services that protect borders, support lawful migration, and provide trusted identity documents. The Customer Voice team within the Customer Operations Support Services directorate of the Home Office focuses on putting the customer at the heart of the conversations, decisions and actions across operational and strategic work conducted to deliver passports, visa and immigration services.

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 successful candidates will be able to pioneer research to support and drive business strategy across a variety of areas including product development, operational effectiveness, customer satisfaction and enhancing commercial outcomes.

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.

Person specificationEssential 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.

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Managing a Quality Service
• Changing and Improving

Benefits

In addition to your salary, a career with the Home Office offers a range of benefits, including:

• A Civil Service pension with an employer contribution of 28.97%
• In-year reward scheme for one-off or sustained exceptional personal or team achievements.
• 25 days annual leave on appointment, rising with service to 30 days.
• Eight days of public holidays, plus one additional privilege day.
• Where business needs allow, some roles may be suitable for a combination of office and home-based working.