Locations: Croydon, Liverpool, London, Sheffield Customer Insight Lead Salary £60,300 - £70,730 National £60,300 - £66,330 London £64,300 - £70,730 A Civil Service Pension with an employer contribution of 28.97%. We are recruiting for 3 x Grade 7 Customer Insight Leads for the insight team that supports UK Visa’s and Immigration (UKVI). As a Customer Insight Lead you will lead a work programme of primary research and insight projects to understand customer needs and behaviours. Your work will drive change, and contribute towards embedding a customer-centric mindset within the business. The post also offers the opportunity to adopt innovative methodologies through our external research partners and in-house analytical capability (Qualtrics). Grade 7 roles in the team also offer significant opportunity to engage and influence senior leaders at UKVI board meetings. Job description The 3 x Grade 7 roles will support UKVI to deliver a world-class visa system and the opportunity to work in a fast-paced environment that puts customers at the heart of design. The successful candidates will lead work programmes that aim to deliver primary research, and analysis of customer experience trends from our in-house customer surveys. The role will involve using research and insight methods (e.g. primary research and evidence packs) to understand root causes of pain points and to develop actionable insights that drive strategic and tactical improvements in how we design for our customers. Our Customer Insight Leads are the primary contact for stakeholders across the business. This provides the opportunity to build relationships, and carve out new ways to use customer insight to guides strategic and tactical change. As a Grade 7 you will also actively contribute to the professional development of the team and deputise for the departmental head where required. Key responsibilities Responsibilities include: Pro-actively generating and sustaining a flow of primary research and insight projects that set the agenda for the business, and deliver better outcomes for customers. Technical and strategic oversight of research and insight projects across a range of methodologies (interviews, surveys, segmentation, user testing etc), and project types according to the business needs. Influencing stakeholders to use customer insight, and to buy- in to use insight led recommendations to improve service design and delivery. Lead on the relationship with external research partners. Be accountable for a yearly budget relating to all research spend, ensuring we are delivering value for money. Leading and motivating a team to achieve to best results by developing a culture of compassion, empathy and inclusion. Contributing and investing in the professional development of customer insight and customer experience team members. Take responsibility for knowledge and skills in the team, creating opportunities for learning and innovate. Contributing to the delivery of the team’s customer experience framework aimed at embedding customer-centric thinking within the business. Building customer journey mapping capability within the team and business. Essential criteria All successful candidates will have a passion for insight and a natural curiosity about customers and data. In addition: Recent 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. A track record of delivering high quality qualitative and quantitative research projects that support strategic and tactical changes - in particular designing and analysing surveys end to end. Experience of managing and developing teams to deliver impactful research and insight projects. Leading with compassion and empathy, adapting style to suit the needs of your team. Experience in the synthesis of evidence from multiple sources (e.g. existing qualitative and quantitative research and management information) into holistic narratives and insight. Excellent verbal and written communication skills, with the ability to tell stories and convincingly convey ideas to a range of audiences. Excellent relationship management skills – a proactive and confident approach that builds trust and credibility with stakeholders. Ability to work at pace and prioritise resources to oversee a work programme. Qualifications 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. If you think you are a suitable match for this role, Please click ' Apply ' for further information and details of the full job description. “Every day, Home Office civil servants do brilliant work to develop and deliver policies and services that affect the lives of people across the country and beyond. To do this effectively and fairly, the Home Office is committed to representing modern Britain in all its diversity, and creating a welcoming, inclusive workplace where all our people are able to bring their whole selves to work and perform at their best. We are flexible, skilled, professional and diverse. We work to recruit and retain disabled staff and are a Disability Confident Leader. We are proud to be one of the most ethnically diverse departments in the civil service.