Customer Insights Manager

Driver and Vehicle Standards Agency (DVSA); Swansea; Hybrid; GBP 36,000 - 48,000; Full time

Benefits offered by this job

Civil Service Pension 28.97%

25 days annual leave

8 bank holidays + Privilege Day

Staff discount portal

Career development opportunities

Diversity and inclusion

Employee Assistance Programme

Flexible working options

Job summary

Driver and Vehicle Standards Agency (DVSA) is seeking a Customer Insight Manager to lead a team of Insight Specialists and deliver high-quality customer insight to support strategic goals. The role emphasises embedding customer-focused thinking across DVSA and collaborating with internal and external partners to capture and analyse feedback.

The successful candidate will ensure data is well managed, produced insights and shared with senior leadership, and will work in a hybrid setup across

Qualifications

• Experience using quantitative and qualitative research methodologies.
• Strong analytical skills and the ability to review multiple data sets, identifying trends.
• Proven track record of communicating insights clearly to stakeholders and driving improvements.
• Proven ability to build good working relationships with internal and external stakeholders.
• Excellent organisational skills with the ability to manage multiple priorities to deadline.
• Ability to act autonomously and provide business leadership.

Responsibilities

• Advise on the interpretation of insight, representing the voice of the customer and recommending service improvements.
• Work with Senior Customer Insight Managers to develop new research
• Evaluate the effectiveness of research methodologies ensuring continuous improvement and cost effectiveness.
• Execute management responsibilities effectively and in line with DVSA policies, leading by example.
• Determine and plan team requirements, including allocating resources and prioritising activities to meet objectives.

Skills

Quantitative research

Qualitative research

Data analysis

Insight communication

Stakeholder management

Project management

Education

Degree in research or data analysis

Professional body membership (MRSoc/qualifications)

Job description

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%

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

To be successful in this role you will need to have the following experience:

• 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 escalation 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.