Customer Insight Specialist

Job summary

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) helps keep 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’re working 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.

Job description

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.

Person specification

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

• Knowledge of customer research methods, questionnaire design, analysis and reporting
• Experience of, or ability to learn how to interpret qualitative and quantitative data, providing conclusions and recommendations
• Experience of, or ability to learn, specialist software packages (e.g., Qualtrics, PowerBI)

Additional Information

Working hours, office attendance and travel requirements

Full time roles consist of 37 hours per week.

Whilst we welcome applications from those looking to work with us on a part time basis, there is a business requirement for the successful candidate to be able to work at least 30 hours per week.

This role is suitable for hybrid working, which is a non-contractual arrangement where a combination of workplace and home-based working can be accommodated subject to business requirements.

The expectation at present is a minimum of 60% of your working time a month will be spent at either your designated workplace (one of the locations cited in the advert) or, when required for business reasons, in another office/work location/visiting stakeholders. Your designated workplace will be your contractual place of work. There may be occasions where you are required to attend above the minimum expectation.

Occasional travel to other offices will be required, which may involve overnight stays.

If you have a question about hybrid working, part time/job share hours, flexible working, travelling for work, or require a reasonable adjustment, please contact the Vacancy Holder during the recruitment process to avoid possible disappointment later in the process should your working arrangements not be compatible with the requirements of the role (see below for contact details).

Visa Sponsorship

Please note that we do not hold a UK Visa & Immigration (UKVI) Skilled Worker Licence sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship. Candidates must ensure they have the appropriate rights to work in the UK before application.

Behaviours

We'll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Delivering at Pace
• Managing a Quality Service

We only ask for evidence of these behaviours on your application form:

• Delivering at Pace

Benefits

Alongside your salary of £30,485, Driver and Vehicle Standards Agency contributes £8,831 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic 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 providi