External Customer Insight Officer 21 views

As an External Customer Insight Officer, you will support the delivery of DVSA’s ongoing programme of customer insight for all vehicle and driver services and products.

The role holder will play a key part in delivering our insight programme, measuring customers’ satisfaction with the services that DVSA provides, and researching a variety of topics.

The successful candidate will represent our customers to ensure their voices are heard, supporting the agency in implementing changes to the current processes to improve our customer experiences.

Your responsibilities will include but will not be limited to:

• Taking responsibility for qualitative and quantitative customer research to support the Senior External Customer Insight Manager.
• Designing insight briefs and specifications to assist managers with the procurement, selection and management of third-party customer research agencies.
• Maintaining end to end customer journey mapping across all DVSA products and services to inform improvements and changes.
• 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 managers 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 a full list of responsibilities and further information, please see the attached Candidate Pack.

We are looking for someone who enjoys using research tools to source information and can utilise their analytical skills to collect data and draw conclusions. You are confident in making recommendations to colleagues and Senior Leaders.

You are an engaging communicator and use your brilliant interpersonal skills to build robust working relationships with your colleagues and customers, ensuring to tailor your approach to your audience. You have a natural talent for understanding and being perceptive of those around you and always make sure to be on hand when needed to provide support and guidance.

This is a great opportunity if you thrive in a small, but busy team and enjoy the diversity of working with a variety of people, while showing ambition and bringing a positive mindset where you can display your current skills and have our support to learn and develop further.

Additional Information

This role can be based in Birmingham, Bristol, Leeds, Newcastle, Nottingham or Swansea, your presence at one of these locations will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. Our expectation is that you will spend a minimum 60% of your time at your base location. Visits to other DVSA sites or work locations count towards this.

There will be a requirement for some travel to other DVSA sites around the UK which could include overnight stays.

Please take note that DVSA does not hold a UK Visa & Immigration (UKVI) Skilled Worker License sponsor and are unable to sponsor any individuals for Skilled Worker Sponsorship.