Senior Customer Insight Manager

Home Office

Hybrid

Expires: Expiring in less than 2 weeks

Customer Service

Full time

£47,200 - £54,200 per year

Job summary

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.

Immigration and Citizenship Service (ICS) within Home Office brings together those areas of the business servicing Visas, Passports, Citizenship and Resettlement. Representing a major operational part of the Home Office, we play a vital role in supporting the economy and cultural life of the United Kingdom.

Within ICS, there is a cross-cutting department, Customer Voice, which is made up of a group of customer experts and the Customer Insight and Experience team for VSI. The Customer Insight and Experience team for VSI focuses on understanding visa customers and gathering insight on their journeys in order to drive change and improve customer satisfaction.

Job description

We are recruiting for a curious, Senior Customer Insight Manager in the Customer Insight and Experience team. We are looking for a Senior Customer Insight Manager with a passion for data and problem-solving to lead on a range of primary and secondary research projects exploring customer experience and satisfaction.

Key Responsibilities

Building and maintaining relationships with operational, strategy, and service design colleagues, in order to identify the insight needed to support key decisions.
Identifying gaps in the customer insight and designing projects to address them, taking responsibility for project management and delivery.
Knowledge and experience of managing quantitative research projects (including survey design and analysis) beginning to end. Including design, AI enabled methodologies, data analysis and identifying key insights from the findings.
Blending and analysing different, often complex, data sources, to create a full picture of the customer.
Presenting insight in a stimulating and engaging way, drawing on storytelling techniques and communicating a clear set of identifiable actions.
Creating and maintaining key relationships with stakeholders inside and outside of the Home Office, in order to share best practice.
Committing to continuous development by attending training, conferences and engaging with insight networks.
The successful candidate may be required to line manage one or more members of the team, depending on the structure at the time.

Working Pattern

This role is available on a full-time basis. This role is also suitable for part-time working hours, with a minimum requirement to work 30 hours per week due to business requirements.

Person specification

Essential Criteria

Experience of working in an applied social or market research setting, either agency or client side
A relevant Market Research, Social Research qualification or equivalent on the job experience. Relevant qualifications include Market Research Society Advanced certificate, and social science-related degrees with a substantial quantitative research component.
Knowledge and experience of managing quantitative research projects (including survey design and analysis) beginning to end. Including design, methodology, analysis and identifying key insights from the findings.
Ability to produce summaries of large, complicated data sets.
Confidence to work with a range of internal and external stakeholders, including senior leaders.
Experience of Excel and other analytical tools and software, for example Qualtrics, and statistical software (e.g. R, SPSS.)
Excellent spoken, written and visual communication skills, with the ability to adapt style and outputs to the varying needs of different audiences.
Ability to work under pressure, at pace and can prioritise and project manage a number of tasks at once.

Desirable Criteria

Membership of Market Research Society (MRS), Social Research Association (SRA) and/or AURA and Government Social Research (GSR).
Experience of process and impact evaluation.

Behaviours

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

Seeing the Big Picture
Making Effective Decisions
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. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office.
See more of our benefits on our careers website.
Sign-up on our website to receive emails with information about careers at the Home Office.

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.

This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.

We will endeavour to conduct the selection process in line with the dates indicated below, but cannot guarantee that these will not, where necessary, be revised.

Application – by 21 May 2026

As part of the application process, you will be asked to complete:

CV
Personal Statement (maximum 1000 words)

Your CV should consist of your career history, qualifications and skills, including any key achievements in each role. Your CV will be scored against the experience required for the role as noted within the essential criteria.

The Personal Statement should be aligned to and demonstrate how you meet the skills and experience set out in the essential criteria, detailed in the job description.

For guidance and information on how to construct your application (CV, Personal Statement and Behaviours), you are encouraged to visit Civil Service Careers website.

2. Sift – week commencing 26 May 2026

The sift will be held on the Personal Statement and CV

3. Interview – week commencing 16 June 2026

If you are successful at sift stage, you will be invited to an interview that will be Behaviours (as listed in the job advert) Strength based questions and an Oral briefing exercise.

The interview will take place in person in the following locations - 2 Ruskin Square - Croydon, 28 Kirby Street - London, The Capital - Liverpool and Vulcan House Sheffield.

Travel expenses will not be reimbursed.

Candidates will be asked to complete an oral briefing exercise. Details will be disclosed when the interviews commences. you will be given 10 minutes to prepare ahead of delivering your brief and then be asked follow up questions. Your brief should last no longer then 5 minutes.

The briefing exercises will be assessed against Behaviours on the Success Profiles and will be specifically assessed against the Behaviour Making Effective Decisions..

For guidance and information on what to expect and how to prepare for an interview, you are encouraged to visit Civil Service Careers.

Problems during the application process

If you experience problems accessing this advert, or you think you’ve made a mistake on an initial application, please contact hocandidates.grs@cabinetoffice.gov.uk, including the vacancy reference, at least two working days before the vacancy closes. Further information can be found on our website.

Do not create or attempt to submit another application, online test or use a different Civil Service Jobs account to proceed as this would be in violation of the candidate declaration.

Location

You can select up to twolocations in order of preference. Please ensure that these are locations you are prepared to travel to. If you are offered a role at one of your preferred location(s) and you decline, your application will be withdrawn.

Reserve List

A reserve list may be held for a period of up to 12 months from which further appointments may be made. There is no guarantee that being held on a reserve list will lead to a job offer. Further information can be found on our website.

Reserve lists will be held for each location and profession. Candidates will be appointed in merit order by location and profession.

Standards

All Civil Servants are expected to comply with the Civil Service Code, and its core values of integrity, honesty, objectivity and impartiality.

Additional Security Checks

As well as successfully obtaining UK Security Vetting clearance, candidates will be subject to a range of additional checks. The range of checks carried out will depend on whether you are a current Home Office employee, existing civil servant or an external new entrant as well as the role requirements. The level of Criminal Record Check required for this role is CTC. Further details are included in the Notes to Candidates.

Criminal Record Check

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Serviceon your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct.

If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

Reasonable Adjustments

If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs

Complete the “Assistance Required” section in the “Additional Requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you're deaf, a language service professional

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

Feedback

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

Security

Successful candidates must undergo a criminal record check.Successful candidates must meet the security requirements before they can be appointed. The level of security needed is counter-terrorist 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.

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.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

Salary range

£47,200 - £54,200 per year