Customer Insight Manager Grade: Senior Executive Officer (SEO) Salary: £46,677-£54,957 Benefits: Flexible working arrangements, employer pension contributions of circa 29%, generous annual/parental and special leave policies, plus extensive personal wellbeing benefits. Please see full reward package at end of job description for more information. Duration: Fixed Term Contract for 12 months (possible extension) Location: We offer a hybrid working model that provides flexibility to our colleagues in terms of how they work, as long as it meets the needs of both the individual and the organisation. Whilst some opt to do the majority of their work from home, others opt to blend home and office working to suit their specific needs. Your contractual base will be either Meadowbank House, Edinburgh EH8 7AU or St Vincent Plaza, Glasgow G2 5LD. You may be required to visit one of these locations when it is deemed necessary, however this is role dependant. Department: Customer Policy and Research Directorate: Customer and Business Development Role Reports to: Head of Customer Policy and Research Closing date: Sunday 26th January 2025 at 23:59pm Number of Vacancies: 1 Registers of Scotland (RoS) manages 21 land, property and other legal registers which are a critical asset for the Scottish economy. We aim to provide the best public service for Scotland and are on a mission to make some of the oldest public land registers in the world into some of the most modern. We are committed to providing the best service to our customers through the creation of award-winning digital services, supported by the latest in cloud and AI technology. When working at RoS we support our colleagues by offering a range of modern work policies and workspaces, as well as encouraging an inclusive, diverse, and equitable work environment. We are proud to promote our We Invest in People Gold Award, Investors in Young People Silver Award and We Invest in Wellbeing Gold Award, alongside our zero gender pay gap and the fact we are a disability confident employer. To get a taste of what we do, our facilities and our hybrid working approach please see the following link for a short video ; About this Role: Are you an experienced data and insight professional who thrives in an exciting and complex environment? We are looking for an enthusiastic, highly analytical, customer focussed Insight Manager for a role based in Service Design, within our Customer Policy and Research department at Registers of Scotland (RoS). This role is offered on a fixed-term contract for an initial 12-month period, with high potential of extension (covering maternity leave). RoS’ Customer Insight Manager is crucial role in understanding and leveraging customer data to drive strategic business decisions via our Insight Hub. By collecting, analysing, and interpreting data related to customer behaviour, preferences, and feedback. They help inform and shape RoS' ability to enhance customer experience and satisfaction. RoS’ Customer Insight Manager also plays a pivotal role in managing our customer satisfaction score (CSI) by leading the collation and promotion of CSI and Customer Effort Scores (CES). They collaborate with business leads to implement recommendations and actions based on the findings, ensuring continuous improvement in customer satisfaction. The purpose of the role is centred around understanding what drives customer behaviour and in doing so help to improve these experiences and interactions. The successful candidate will deliver both strategic and tactical insights to the organisation to bring about improvements in customer service satisfaction and the overall efficiency of our services. As the post-holder, you will be required to plan and manage various data projects with a focus on contributing to customer satisfaction. You will be adept in communicating and building relationships with stakeholders to help gather and distribute information across the organisation. Main duties: As the senior member of the team, you will be empowered to lead the Quantitative Research team. Your main duties will include: Designs and executes quantitative and qualitative research for & with customers applying government standards & ethics Undertakes secondary/desk research when identified as needed Manages customer satisfaction KPI, capturing and delivering insights Management of Customer Insight Hub Collaboration across directorates to develop strategies to ensure customer is always considered Work across directorates to understand customer journey touch points Ensures compliance with data protection legislation Clearly and confidently communicates research findings to colleagues, stakeholders and senior staff Works with corporate functions, such as procurement, when required Has excellent communication and presentation skills with proven internal and external stakeholder management abilities What can we offer you? – Benefits at RoS: • We are a welcoming and inclusive community that functions on supportive practices such as Agile Coaches, Business Analysts, UX specialists and more. • We offer a stimulating working environment and strongly believe that a diverse team is crucial to achieving our mission • Our team is ambitious, acts with integrity and demonstrates commitment to progress and impact. We nurture talent and reward success. • We work in an agile way, which is applied across the whole organisation. • RoS offers a generous annual leave entitlement. Starting with 26 days of holiday plus 12 days bank holidays (for a total of 38 days). We reward your commitment to us by increasing annual leave by 1 day per year, for up to 4 additional days on your entitlement, bringing your allowance to 42 days. • We operate a 35-hour working week and offer flexible working arrangements (up to 30 hours flexi per month). • We offer office locations in Edinburgh & Glasgow and currently offer a hybrid working model, having established we can successfully work remotely. As part of the reward package, you will get access to: • Civil Service pension at circa 29% contribution on the employer side. • Service benefits, cycle to work scheme, discounted dental insurance, £100 eye care vouchers subsidised gym memberships, childcare vouchers, buying and selling annual leave, retail discounts and more • Family friendly leave policies (Maternity at 1-year full pay, Paternity Leave/Shared parental Leave/Special Leave & more) after 1 year of continuous service. • We offer continuous training and development opportunities, including being able to attend industry events. • A generous salary range with pay progression arrangements is in place. • You will have access to external counselling and external advice. • We are a Disability Confident employer. • We hold all three Investors in People awards: We Invest in People at Gold, We Invest in Wellbeing at Gold and Investors in Young People at Silver. • We monitor equal opportunities and offer support where needed. To find out more about our culture, benefits and further information, please click here. Essential criteria - Your Skills and Attributes for Success Technical/Experience • Working knowledge/experience of Agile approaches. Competencies or Behaviours Analysis and making effective decisions - Experience of working with data and analytics. - Able to make decisions characterised by medium levels of risk and complexity. - Leads others to make good design decisions based on data and evidence. Collaborating and partnering - Able to manage stakeholders’ expectations and be flexible. - Able to work collaboratively within a group, actively networking with others and engaging in varying types of feedback choosing the appropriate time and ensuring the discussion sticks. Delivering a quality service - Able to identify and compare the best processes or delivery methods to use, including measuring and evaluating outcomes. Helps the team decide the best approach. - Capable of ensuring standards are being met. - Has the ability to apply a digital understanding to their work, and able to identify and implement solutions for assisted digital. - Designs research instruments for use across multiple products and services. Leading and communicating / building capability for all - Excellent communication skills, including presenting data to a non-technical audience. - Ability to train to others in Quantitative research practices. - Provides direction on which quantitative research tools and methods to use and is experienced in meeting the needs of users across a variety of channels. - Experience of leading, managing, and coaching others. Thinking wider / Changing & improving - Can identify and understand constraints and is able to communicate these and work within them. - Ability to provide insights and clear advice based on research findings, to help shape strategy and direct change. How to Apply To apply, click on 'Apply now’ and complete our online application form, you will need to submit: • A CV setting out your career history and how you meet the Responsibilities and Technical competence required in the role (we recommend no more than 4 pages in length). • Provide answers on how you meet the Competencies, including the technical element (250 words maximum for each answer), for the role. Please note • CVs that are not accompanied by answers to the competencies will not be scored. • Competency answers exceeding 250 words will not be considered. • We would strongly recommend that your answers are written in the STAR format (Situation, Task, Action & Result). • We recommend that you work on your answers to the competencies using some form of word processing software such as MS Word or Google sheets, and then paste it in the boxes provided; the system will “time-out” and sign you off if you are inactive or spend over a certain amount of time in the application without saving your progress. For further information on the competencies, visit our Competency Framework. If you have any questions about the role, you can contact resourcingros.gov.uk Assessment Candidates will be assessed against the essential criteria for the role and competencies as stated above. We will invite suitable candidates to an assessment centre week commencing 10th February, though this is subject to confirmation. Assessments are likely to include a competency-based interview and a further case study exercise, details of which will be shared with candidates who successfully make it through the sift stage. We will be assessing candidates in person in our Meadowbank House office, at 153 London Road, Edinburgh EH8 7AU. Assessments and appointments are made in line with the Civil Service Recruitment Principles, in strict merit order. Indicative Recruitment Timetable Closing date: Sunday 26th January at 23:59pm Application Sift: WC 27th January Invites to assessment: WC 3rd February Notice to candidates: WC 3rd February Assessment: WC 10th February Please note dates may be subject to change. Feedback Feedback will only be provided if you progress to interview stage. Reserve List In the event that further posts are required, a reserve list of successful candidates will be kept for up to 12 months. Eligibility In general, only nationals from the following countries (and associations of countries) are eligible for employment in the Civil Service: the United Kingdom, the Republic of Ireland, and the Commonwealth. EU nationals (with settled or pre-settled status), certain EEA nationals, Swiss and Turkish nationals are also eligible for employment. Detailed provisions on determining eligibility on the grounds of nationality and, where relevant, immigration status can be reviewed here. Security Successful candidates must undergo a Disclosure Scotland check. Equal Opportunities As part of the application process, please complete our Diversity Monitoring Form. RoS is a diverse and inclusive workplace, and we want to help you demonstrate your full potential whatever type of assessment is used. If you require any adjustments to our recruitment process, please let us know via resourcingros.gov.uk. Further information For further information relating to RoS, including additional details on pay & benefits, please view our additional information page online. If you have any questions, please contact resourcingros.gov.uk .