Customer Insight Manager

Driver and Vehicle Standards Agency; Birmingham; On-site; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Employer pension 28.97%

23 days? annual leave?

Hybrid working

Career development opportunities

Job summary

Driver and Vehicle Standards Agency in Birmingham region is seeking a Customer Insight Manager to lead a team delivering customer insight to support strategic goals. The role focuses on embedding customer-focused thinking across the organisation, and working with internal and external partners to shape improvements based on the voice of the customer.

Responsibilities include capturing and analysing feedback, producing insights and reports, and ensuring data is managed and compliant.

Qualifications

• Experience using quantitative and qualitative research methodologies.
• Strong analytical skills and the ability to review multiple data sets, identifying trends and themes.
• Proven ability to communicate insights clearly to diverse audiences.
• Ability to build and maintain relationships with internal and external stakeholders.
• Excellent organisational skills and ability to manage multiple priorities.

Responsibilities

• Lead a team of Insight Specialists to deliver high-quality, accessible insight.
• Collaborate with communications and service teams to maximise impact.
• Capture and analyse customer feedback to support core business functions.
• Produce customer insight and satisfaction reports using analytical and visualization techniques.
• Ensure data is properly managed and compliant with regulations.

Job description

Customer Insight Manager

Driver and Vehicle Standards Agency

Apply before 11:55 pm on Sunday 23rd August 2026

Location: Birmingham, Bristol, Chadderton, Leeds, Newcastle-upon-Tyne, Nottingham, Swansea (This role is suitable for hybrid working)

Salary: £35,663 - A Civil Service Pension with an employer contribution of 28.97%

Contract Type: Permanent – Flexible working, Full-time, Job share, Part-time

Available Positions: 1

As a Customer Insight Manager, you'll lead a team of Insight Specialists to deliver high-quality, accessible insight, working closely with communications and service teams to maximise impact. You'll play a key role in embedding customer-focused thinking across the organisation, supporting strategic goals and ensuring every improvement is grounded in what matters most to our customers.

The job holder will work with internal teams and external organisations to capture and analyse customer feedback to support core business functions. They will lead a team of Insight Specialists to produce customer insight and satisfaction reports using appropriate analytical and visualisation techniques to present the voice of the customer. The job holder will ensure data is properly managed and compliant with regulations, support services in sharing insights, collaborate with research partners, keep best practice up to date, and regularly brief senior leadership as a central contact for customer insight.

Top Responsibilities

• Advise on the interpretation of insight, representing the voice of the customer and make recommendations for service improvements.
• Work with Senior Customer Insight Managers to develop new research
• Evaluate the effectiveness of research methodologies ensuring continuous improvement and cost effectiveness of the service is maintained.
• Execute management responsibilities effectively and in line with DVSA policies and processes, working with, leading and acting as a role model for team members and colleagues in line with Civil Service values.
• Determine and plan team requirements, including allocating resources and prioritising activities, over the short to medium term by understanding the business environment in which the team operates, and the overall team objectives, ensuring their team understands and works to these requirements.

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.

About You

• Experience using quantitative and qualitative research methodologies.
• Strong analytical skills and the ability to review multiple data sets, identifying trends, patterns and emerging themes.
• A proven track record of communicating insights clearly and effectively to a range of audiences, driving meaningful improvements to services and customer outcomes.
• Proven ability to create and maintain good working relationships with internal and external stakeholders.
• Excellent organisational skills with the ability to manage multiple, and often conflicting, priorities to deadline and to a high standard.
• Ability to act with autonomy and provide business leadership, with sound judgement on when to accelerate or refer to a Senior Manager.

Qualifications/Memberships

• A qualification in research, data analysis or related disciplines, is desirable but not essential.
• A member of the government's professional research network is desirable but not essential.
• A member of a relevant professional body such as the Market Research Society, Association of Qualitative Researchers, or similar or willing to work towards is desirable.

This vacancy closes at 23:55 on Sunday 23rd August 2026