Customer Insight Officer

Do you want to use insight to improve how residents experience council services? We’re looking for a Customer Insight Officer to help us better understand what matters to residents, where services are working well, and where there are opportunities to make them simpler, clearer and more joined up. This is a great opportunity to combine analysis, curiosity and collaboration in a role that helps shape better outcomes for local people.

In this role, you’ll bring together data from across digital, telephone and face-to-face services to build a clearer picture of the resident journey. You’ll analyse trends, identify pain points and drivers of demand, and turn complex information into practical insight that supports service improvement. You’ll also work with programme colleagues, frontline teams and service leads to understand where residents experience friction, support testing and feedback activity, and help develop evidence for change and improvement initiatives.

We’re looking for someone who can bring:

• Experience of analysing data from multiple sources to identify trends, pain points and opportunities for improvement
• Strong analytical and problem-solving skills, with the ability to interpret information and draw clear conclusions
• The ability to explain complex findings in a clear and accessible way for non-technical audiences
• Experience of supporting service improvement, redesign or transformation work using evidence and insight
• Good organisational skills and the ability to manage competing priorities in a fast-paced environment
• Confidence using tools such as Excel, Power BI or SQL to analyse and present data
• An understanding of customer insight, service design or journey mapping approaches

You’ll be part of the Strategic Change and Transformation team within Digital Services, working in the Resident Experience Programme and reporting to the Programme Manager. You’ll work closely with colleagues across customer experience, contact centre optimisation, digital delivery and frontline services, helping us build a stronger understanding of resident needs and use that insight to improve services across the council.

Ready to Shape the Future? Apply Now!

Note to Recruitment Agencies:
We kindly ask that recruitment agencies do not contact us regarding this vacancy. We are managing the recruitment process internally and will reach out directly should we require external support. Thank you for your understanding.

Benefits

Islington is a place rich with diversity and culture. As a council our sense of purpose couldn’t be clearer: we serve. It’s in the logo. We are committed to challenging inequality in the borough and as one of the largest employers we know that to look after the place and the planet, we have to look after our people. Together we can change the future.

We are determined to create a more equal Islington, where everyone who lives here has an equal chance to thrive. 

To do this, everyone who works at Islington Council lives by a set of values which guide us in everything that we do: collaborative, ambitious, resourceful, and empowering. They spell out ‘CARE’, which is what we think public service is all about. 

Our offer to you We are committed to challenging inequality in the borough and as one of the largest employers we know that to look after the place and the planet, we have to look after our people. Our staff benefits include:

• Up to 31 days leave per year, increasing to 36 days after five years of local government service
• A range of flexible working arrangements to maintain a healthy work-life balance, as well as a 35-hour working week
• Learning and development opportunities to maximise your potential
• Competitive pay and a commitment to paying all staff the London Living Wage at minimum
• Excellent local government pension scheme
• Cycle to Work scheme and discounted gym memberships
• Local discounts from restaurants, shops, health and beauty therapists, and more!

Please note: Priority will be given to those at risk of redundancy within Islington Council. Current employees who are part of the redeployment pool must meet the essential criteria for shortlisting to be prioritised. Workforce Equality, Equity, Diversity and Inclusion Statement We are dedicated to creating an inclusive and equitable workforce, where everyone is treated with dignity and respect. Our workforce strategy places equality, equity, diversity, and inclusion at the heart of everything we do, reaffirming our commitment to fostering a culture of inclusion. We strive to create an environment where all colleagues feel they belong and can safely express their thoughts, ideas, and challenges, without fear of judgement or discrimination.

We maintain a zero-tolerance approach to any unlawful discrimination, harassment, or victimisation on the grounds of any protected characteristics under the 2010 Equality Act, including but not limited to race, disability, sexual orientation, sex, religion and belief, age, gender reassignment, marriage and civil partnership, pregnancy, and maternity. Any incidents of discrimination will be promptly investigated and addressed in line with our HR policies to ensure a safe and inclusive environment for all colleagues.

We use data to identify and address disparities, ensuring that our policies and practices are transparent and impactful in promoting a diverse representation of backgrounds and perspectives at all levels of the organisation. We look at inequality through an intersectional lens, recognising that different aspects of someone’s identity can combine to create unique experiences of discrimination and disadvantage.

We know that advancing diversity and inclusion is a continuous journey, and we must listen to our colleagues and learn where we can further improve. We work closely with our Colleague Forums and Trade Unions, supported by active allies from our Corporate Management Team, to monitor and evaluate our practices, identify barriers, and empower colleagues to promote equality and inclusion in the workplace.

Every one of us has a role to play in making Islington Council a truly inclusive workplace. By living out our CARE (collaborative, ambitious, resourceful, and empowering) values every day and embedding the principles of equality, equity, diversity, and inclusion in our work, we can all actively contribute to empowering people and creating a more equal Islington.

Pre‑Employment Checks
Any offer of employment will be subject to the successful completion of required pre‑employment checks. These may include:

• Proof of address
• Evidence of any name changes (if applicable)
• Right to work in the UK
• Overseas criminal record check (if applicable)
• Satisfactory references
• Occupational Health clearance
• Evidence of professional qualifications or registrations
• DBS check at the appropriate level (if applicable)

Safeguarding We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults, and expects all staff, and volunteers to share this commitment. Some posts are subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service.  Disability Confident Scheme Islington Council operates a guaranteed interview scheme for candidates with