Customer Insight Manager

Allscreens Nationwide Ltd; Newcastle upon Tyne; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Pension scheme

25 days holiday + bank holidays

Flexible working

Job summary

DVSA is seeking a Customer Insight Manager to lead a team of Insight Specialists and deliver high-quality, accessible customer insights. You will work closely with communications and service teams to maximise impact and embed customer-focused thinking across the organisation.

You will manage data, brief senior leadership, and ensure insights are shared and actioned to improve services. A strong collaborative, values-driven leader is essential for this civil service role.

Qualifications

• Experience leading a team of Insight Specialists to deliver high-quality, accessible insight.
• Ability to collaborate with communications and service teams to maximise impact.
• Experience briefing senior leadership on customer insight and recommendations.

Responsibilities

• Advise on interpretation of insight and recommend service improvements.
• Work with Senior Customer Insight Managers to develop new research.
• Evaluate research methodologies for cost-effectiveness and impact.
• Lead and model Civil Service values in line with DVSA policies.
• Plan team requirements, allocate resources and prioritise activities.
• Provide guidance to staff to deliver objectives with integrity.
• Collaborate with managers across functions for DVSA success.
• Maintain relationships with service managers and stakeholders access to insights.

Skills

Leadership

Stakeholder management

Data analysis

Communication

Tools

Data visualization

Job description

Can you turn customer data and feedback into clear, impactful insights?

Have you delivered actionable insight to senior stakeholders?

Are you a collaborative leader who champions the customer voice?

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.

Can you turn customer data and feedback into clear, impactful insights?

Have you delivered actionable insight to senior stakeholders?

Are you a collaborative leader who champions the customer voice?

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.

Joining our department comes with many benefits, including:

• 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), plus 8 bank holidays a privilege day for the King’s birthday
• Flexible working options where we encourage a great work-life balance.

Read more in the Benefits section below!

Find out more about what it's like working at DVSA.

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.

Your responsibilities will include, but aren’t limited to:

• 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.
• Demonstrate leadership by providing guidance to staff to support the delivery of objectives. Manage and engage with honesty and integrity, and upholding the reputation of the Agency, Department and Civil Service.
• Work in collaboration with other managers across all functions for the good of DVSA and to create a high performing and well-respected Agency.
• Sustain an effective relationship with services managers and other stakeholders that have access to customer insight.

Great line management is important to us as an organisation, and we will equip and support line managers to develop the skills set out in the Civil Service Line Management Standards.

For further information on the role, please read the role profilePlease note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.