External Customer Insight Officer

Job summary

Can you use best practice research methods to find out the views of our customers and use the findings to make strong recommendations?

Are you skilled at building and maintaining strong working relationships?

Do you have experience of customer driven change and improvement activity, with a passion for making sure customers receive an outstanding service?

If so, we'd love to hear from you!

The Driver and Vehicle Standards Agency (DVSA) helps keep Britain moving, safely and sustainably. We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.

We’re working hard to:

• make roads safer

• improve services for our customers

• make road transport greener and healthier

• harness the potential of technology and data

• grow and level up the economy

Joining our department comes with many benefits, including:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at Driver and Vehicle Standards Agency - Department for Transport Careers

Job description

As an External Customer Insight Officer, you will support the delivery of DVSA’s ongoing programme of customer insight for all vehicle and driver services and products.

The role holder will play a key part in delivering our insight programme, measuring customers’ satisfaction with the services that DVSA provides, and researching a variety of topics.

The successful candidate will represent our customers to ensure their voices are heard, supporting the agency in implementing changes to the current processes to improve our customer experiences.

Your responsibilities will include but will not be limited to:

• Taking responsibility for qualitative and quantitative customer research to support the External Customer Insight Manager.
• Designing insight briefs and specifications to assist managers with the procurement, selection and management of third-party customer research agencies.
• Collaborating with stakeholders from across the breadth of the agency and be responsible for writing research briefs, designing questionnaires and reporting results that support their stakeholders’ needs, including using compelling PowerPoint presentations and interactive Power BI dashboards.
• Provide advice using specialist knowledge to requestors of insight, recommending the most appropriate methodology and ways to conduct the research.
• Managing self and tasks, prioritising work, and providing regular performance and project updates to line manager.
• Providing advice and guidance to stakeholders and making recommendations on how to get the best customer insight to inform customer-led product and service development.
• Managing, designing and reporting on own projects within the DVSA insight programme to support DVSA’s services and products.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.

Person specification

We are looking for someone who enjoys using research tools to source information and can utilise their analytical skills to collect data and draw conclusions. You are confident in presenting your insight and conclusions to colleagues and Senior Leaders.

You are an engaging communicator and use your brilliant interpersonal skills to build robust working relationships with your colleagues and customers, ensuring to tailor your approach to your audience. You have a natural talent for understanding and being perceptive of those around you and always make sure to be on hand when needed to provide support and guidance.

This is a great opportunity if you thrive in a small, but busy team and enjoy the diversity of working with a variety of people, while showing ambition and bringing a positive mindset where you can display your current skills and have our support to learn and develop further.

Additional Information

This role can be based in Birmingham, Bristol, Leeds, Newcastle, Nottingham or Swansea. This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.

There will be a requirement for some travel to other DVSA sites around the UK which could include overnight stays.

Visa Sponsorship

Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.

Behaviours

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

• Seeing the Big Picture
• Changing and Improving
• Communicating and Influencing

Benefits

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
• 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
• Access to the staff discount portal.
• Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
• Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
• 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
• Flexible working options where we encourage a great work-life balance.

Find out more about the benefits of working at DfT and its agencies (opens in a new window).

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

How to apply:

Our selection process ensures a comprehensive assessment of each applicant's qualifications, skills, and potential fit within our organisation.

The selection process for this role will be:

Stage 1: Sift of personal statement

Stage 2: Interview

Stage 1: Sift

At sift, you will be assessed against the following Success Profile elements:

• Experience – you will be asked to provide a personal statement (1,000-word count). Please provide evidence of your Experience of the following:
  1. Knowledge of research methods, questionnaire design, analysis, and reporting.
  2. Experience of customer driven change and improvement activity.
  3. Experience of interpreting qualitative and quantitative data, providing conclusions and
     recommendations.
  4. Experience of, or ability to learn, specialist software packages (e.g. Qualtrics, PowerBI).

The sift will take from 22/01/2026.

Stage 2: Interview

At interview stage, you will be assessed against the following Success Profile elements:

• Behaviours – Seeing the Big Picture, Changing & Improving and Communicating & Influencing.
• Experience - Knowledge of research methods, questionnaire design, analysis, and reporting.
• Experience - Interpreting qualitative and quantitative data, providing conclusions and recommendations.
• Experience - Experience of, or desire to learn, specialist software packages (e.g. Qualtrics, PowerBI).

The interviews will take place from 10/02/2026.

This interview will be conducted online via Microsoft Teams. Further details will be provided to you should you be selected for interview.

You can find out more about our hiring process, how to apply, and application and interview guidance on our careers site (opens in a new window).

Please note that we will try to meet the dates set out in the advert. There may be occasions when these dates will change.

We’ll try to meet the dates we’ve set out in the advert. But there may be occasions when these dates will change. We’ll give you plenty of notice of any important dates.

Further information on the selection process

We will also hold a 12-month reserve list for this role, which may lead to potential opportunities beyond the role you applied for. You can read more about our reserve lists here.

During your application, you should indicate which location(s) you wish to be considered for and, if successful, you will be placed on an individual list of candidates for each location. Candidates will be held on that list and drawn from it in merit order. We advise you to carefully consider which locations you wish to be considered for. If you decline an offer for a location you have expressed a preference in or have expressed an interest in more than one location and accept an offer, you will be withdrawn from any lists you may be held on. We may also offer candidates a location that they have not expressed a preference for where we have the requirement to do so but this will again be done on the basis of your place in the overall merit order and, in this event, you will not be removed from the list if you decline.

AI Tools and Platforms

Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting Aptos (Body) the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use - Artificial intelligence and recruitment , Civil Service Careers

Reasonable Adjustments

As a Disability Confident Leader employer, we are committed to ensuring that the recruitment process is fair, accessible and allows all candidates to perform at their best. If a person with a visible or non-visible disability is substantially disadvantaged, we have a duty to make reasonable changes to our processes.

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need during the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.

If you need a reasonable adjustment so that you can complete your application, you should contact Government Recruitment Service via dftrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Document Accessibility

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

This job advert contains links to the DfT Careers website. Our website provides useful guidance and information that can support you during the application process. If you cannot access the information on our website for any reason, please email DRGComms@dft.gov.uk for assistance.

Further Information

For more information about how we hire, and for useful tips on submitting your application for this role, visit theHow We Hire page of our DfT Careers website. You can find detailed information about the recruitment process and what to expect when applying for a role.

Pre-employment Checking

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5-year period following a dismissal for carrying out internal fraud against government.

All External applicants and current employees of accredited non-departmental public bodies (NDPBs) will be required to undergo a Social Media Check. A Social Media Check is a review of your publicly available online activity, typically across platforms like LinkedIn, Facebook, X (formerly Twitter), Instagram, and others. The purpose is to identify any public posts or content that could raise concerns for employers, such as:

Hate speech or discriminatory behaviour

Threats or acts of violence

Illegal activity or substance misuse

Sexually explicit material

Extremist views or affiliations

Importantly, this check does not involve hacking into your accounts or accessing private messages. It only considers content you have chosen to make public.

Employers use this kind of screening to help ensure their workplace remains safe, inclusive, and aligned with company values. It’s not about judging your personality or lifestyle—it’s about checking for potential red flags that might affect the role or company culture.

If you have questions or concerns about the social media check, we would be happy to explain in more detail what’s being looked at and how your data is handled securely and fairly.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a criminal record check.People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Connor Verdon
• Email : Connor.verdon@dvsa.gov.uk

Recruitment team

• Email : dftrecruitment.grs@cabinetoffice.gov.uk

Further information

If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, in the first instance, you should contact Government Recruitment Services via email: dftrecruitment.grs@cabinetoffice.gov.uk
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here

Attachments

Role Profile Opens in new window (pdf, 181kB)