Insights Manager - Customer

Job summary

FCDO Services

Insights Manager (Customer)

£38,332 plus a location allowance of £1,750 and excellent benefits

Based in Hanslope Park, Milton Keynes with the flexibility of hybrid working depending on business need

Free shuttle bus available between central Milton Keynes and Hanslope Park

At FCDO Services, we protect the UK’s interests at home and overseas. We design and construct secure government buildings, courier diplomatic packages worldwide, safeguard government tech, and a whole lot more. Our work is as varied and vital as it gets, but we never lose sight of our people. Their skills, aspirations and growth mean as much as the global mission we're on. In our world, it all matters.

Job description

Balancing quality and value is a key skill, and it's one shared by our Customer Relationship and Strategy Team, who make sure we meet the needs of government customers. They're the specialists who shape services with expert insights, win work through expert bid management, and help us reach new customers each day. Now, you’ve got the opportunity to join them.

Understanding customer needs.
Winning exciting bids.
Knowing the impact of your work.
It all matters.

Turn customer insights into meaningful change
As an Insights Manager in the Strategy and Insights team, you’ll play a vital role in shaping how FCDO Services works. Truly understanding what our customers think, feel and need from us could not be more important – and that’s where you come in.

We’ll look to you to take an unbiased approach, listening to all viewpoints – even the most critical. You’ll build insights using a mix of formal and informal, qualitative and quantitative methods and tools – gathering intelligence from sources such as colleague feedback, satisfaction, delivery and data. You'll map customer journeys, identify pain points, and translate what you find into insights that shape how we operate, not just today but for the future. You’ll turn research findings into clear, evidence-based recommendations for use in workshops, staff drop-in sessions, and senior leaders’ briefings and collateral. Your work will be fundamental to our success, enabling teams improve performance.

Champion insights, grow customer satisfaction
Customer satisfaction is one of our most important organisational measures, reported at Ministerial level. But beyond the metric, this role is about shifting how our organisation thinks about its customers and helping change the experience. You’ll come up with creative, informative and interactive ways to bring insight to life – from frontline to the Executive team. As a trusted expert, your perspective will be sought out, and you’ll work with teams to drive change in our proud, mission-led organisation.

Bring your insights experience to protecting the UK
We’re looking for an analytical, curious person to join our team. You’re enthusiastic about helping others improve through meaningful insights and always brimming with ideas to make an even bigger impact. You have recent, relevant experience in developing insights and/or customer experience within the public or private sector, including research, evaluation, reporting and recommendations. From this, you learnt how to look at the bigger picture and have a critical eye, rather than simply following what the data says. You’re confident at compiling information and then analysing, interrogating and evaluating it.

You have applied strategic thinking, research and analysis to strategy development, product development and business improvement, supported by a strong track record of direct stakeholder engagement. This includes managing the on‑time development and delivery of documents requiring input and approval from multiple stakeholders. You are effective at influencing and collaborating with a broad range of people, handling resistance when it arises and refining your messaging to address it. You’ll bring a confident communication and presentation style. Even when information is complex, you’re able to summarise it in a clear, engaging way.

We’re looking for someone who’s highly organised, detail orientated and deadline driven, while also being flexible enough to handle changing priorities.

If you have experience in insights within a B2B delivery organisation, that will be advantageous. As will exposure to private‑sector best practice, and an understanding of the requirements of operating in and supplying the public sector. A degree or Level 6 qualification will be a plus.

Discover the support you need to grow your career further
But we’re always looking to improve – just like you. That’s why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you’ll also have access to training and other development opportunities to help grow your career with us. Our offices have an on-site gym, nursery, café, and restaurant, and we offer interest-free loans on season tickets and bikes to help you get there. It's a great set of benefits made to support all you do, and all you need.

Every single colleague must be security cleared before joining us. If you’re successful in your application, we’ll ask you to undergo our vetting process to achieve Security Check (SC) clearance. You can find out more about vetting on our website: https://www.fcdoservicescareers.co.uk/how-to-apply/

To find out more about our benefits and our organisation, please visit fcdoservicescareers.co.uk

Closing date: 30th April 2026

It takes a diverse team to protect a diverse world
The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you’re welcome and valued. It’s what makes us a Disability Confident employer. And why we’re recognised as a ‘Carer Confident’ workplace. And it’s how you know you’re joining an inspiring, inclusive organisation.

Person specification

we are looking for people with

• A track record of successfully influencing and collaborating with diverse stakeholders, securing understanding and key stakeholder and organisational buy-in.
• Able to build relationships and negotiate complex environments, dealing effectively with resistance and refining position & messaging to address.
• Dealing effectively with questions and resolving problems in a collaborative way.
• Excellent written and verbal communication skills, able to translate, summarise and present complex information and arguments simply and succinctly in an accurate and engaging way.
• Confident communication and presentation style.
• Highly organised, detail oriented and deadline driven.
• A team player with business acumen.
• Adaptable and flexible, able to respond to changing priorities.

Behaviours

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

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

Technical skills

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

• Recent and relevant experience developing insights within private and/or public sector organisations including research, evaluation, reporting and recommendations.
• First-hand insight into applying strategic thinking, research, and the analysis to development of strategy, product development and business improvement with track record of direct stakeholder engagement.
• Confident in analysing, interrogating, and evaluating information.

Benefits

Alongside your salary of £38,332, FCDO Services contributes £11,104 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

• Learning and development tailored to your role.
• Annual leave starting at 25 days.
• A culture encouraging inclusion and diversity.
• A Civil Service pension.
• Free shuttle bus available between central Milton Keynes and Hanslope Park

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, Experience and Technical skills.

To apply for this role, you will be asked to provide your CV, a personal statement, and provide answers to some job specific/technical skills.

Your CV and personal statement will not form part of the assessment they will provide an insight into your work history and experience.

Your CV should include:

• no personal identifying details
• career history with key responsibilities
• achievements
• qualifications

Your personal statement should outline your interest in the role.

Candidates will only be sifted on answers provided to the technical/ job specific questions which are outlined in the application form.

Those that are successful will be invited to a Face to face interview.

At the interview you will be asked a blend of questions on technical/job specific skills and behaviours.

The candidate will need to complete a job specific exercise, along with the interview questions.

Candidates who are judged to be close to meeting the criteria may be considered for other positions in FCDO Services which may be at a lower grade, but have a potential skills match.

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

Security

Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).

See our vetting charter (opens in a new window).People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Medical

Successful candidates will be expected to have a medical.

Nationality requirements

Open to UK nationals only.

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.

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.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 : Fcdoservices.recruitment@fcdo.gov.uk
• Email : Fcdoservices.recruitment@fcdo.gov.uk

Recruitment team

• Email : Fcdoservices.recruitment@fcdo.gov.uk

Further information

If you feel your application has not been treated in accordance with the Civil Service Commission Recruitment Principles and you wish to make a complaint, you should contact FCDOServices.Recruitment@fcdo.gov.uk in the first instance.
If you are not satisfied with the response you receive from FCDO Services, you can contact the Civil Service Commission. For more information, please visit their website.

Attachments

C4 Insights Manager (Customer) Candidate pack Opens in new window (pdf, 1850kB)