Customer Insight Specialist

Allscreens Nationwide Ltd; Birmingham; On-site; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Employer pension contribution (28.97%)

25 days annual leave + bank holidays

Flexible working options

Job summary

DVSA’s Customer Insight team seeks a Customer Insight Specialist to lead qualitative and quantitative research, turning customer feedback and data into actionable recommendations that improve driver and vehicle services. You will design research approaches, develop questionnaires, analyse findings and share insights with stakeholders to keep the customer voice at the heart of our work.

Working with stakeholders across the agency, you’ll create briefs, report results, and support customer-led

Qualifications

• Experience delivering customer insight from qualitative and quantitative studies.
• Ability to translate customer feedback into actionable recommendations.
• Strong collaboration with stakeholders across the agency.

Responsibilities

• Lead and support qualitative and quantitative customer research.
• Design insight briefs and research questionnaires.
• Collaborate with stakeholders to write briefs and manage third-party agencies.
• Advise on appropriate methodologies for research requests.
• Provide regular updates on projects and progress to line manager.
• Guide stakeholders on customer insight to inform product/service development.
• Manage, design and report on own projects within the DVSA insight programme.

Skills

Qualitative research

Quantitative research

Stakeholder management

Questionnaire design

Power BI dashboards

Tools

Power BI

Job description

Customer Insight Specialist

Can you use best practice research methods to find out the views of our customers and use the findings to make strong recommendations?

Are you skilled at building and maintaining strong working relationships?

Do you have experience of customer driven change and improvement activity, with a passion for making sure customers receive an outstanding service?

If so, we'd love to hear from you!

The Driver and Vehicle Standards Agency (DVSA)helpskeep Britain moving, safely and sustainably. We do this by helping people through a lifetime of safe and sustainable journeys, helping them keep their vehicles safe to drive, and protecting them from unsafe drivers and vehicles.

We’reworking hard to:

• make roads safer
• improve services for our customers
• make road transport greener and healthier
• harness the potential of technology and data
• grow and level up the economy

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.

Join DVSA’s Customer Insight team and help shape services around the needs of our customers. As a Customer Insight Specialist, you’ll lead and support qualitative and quantitative research, turning customer feedback and data into meaningful recommendations that improve driver and vehicle services. Working with stakeholders across the agency, you'll design research approaches, develop questionnaires, analyse findings, and share actionable insights, ensuring the customer voice is at the heart of everything we do.

Your responsibilities will include but will not be limited to:

• Taking responsibility for qualitative and quantitative customer research to support the Customer Insight Manager.
• Designing insight briefs and specifications to assist managers with the procurement, selection and management of third-party customer research agencies.
• Collaborating with stakeholders from across the breadth of the agency and be responsible for writing research briefs, designing questionnaires and reporting results that support their stakeholders’ needs, including using compelling PowerPoint presentations and interactive Power BI dashboards.
• Provide advice using specialist knowledge to requestors of insight, recommending the most appropriate methodology and ways to conduct the research.
• Managing self and tasks, prioritising work, and providing regular performance and project updates to line manager.
• Providing advice and guidance to stakeholders and making recommendations on how to get the best customer insight to inform customer-led product and service development.
• Managing, designing and reporting on own projects within the DVSA insight programme to support DVSA’s services and products.

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.

Proud member of the Disability Confident employer scheme

Company: Government Recruitment Service Salary: £30,485 - £30,485 Hours: Full-time Location: Birmingham Job type: Permanent Posting date: 14 Aug 2026 Closing date: 30 Aug 2026

About Disability Confident

Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.