The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, fire, crime, drugs policy, immigration and passports.
We’re recruiting Customer Insight Managers to support our Customer Service Group teams. The closing date for applications is 7th September 2025. This role will be at the grade of Higher Executive Officer.
To apply for this role, no formal qualifications are needed, but you must have previous research experience in an agency or client environment.
You’ll receive a starting salary of £37,300 (National) or £41,300 (London and Croydon) including additional employee benefits.
The Customer Services Group brings together Asylum & Human Rights, Asylum Support and Dispersal, Asylum Accommodation Centres, Resettlement Group, Passports, Citizenship & Civil Registration, Customer Operations Support Services and UK Visas & Immigration. As a major operational arm of the Home Office, we play a vital role in supporting the economy and cultural life of the UK.
The Customer Voice department is comprised of experts who analyse customer experiences and drive business improvements based on their findings.
About the role
As a Customer Insight Manager, you will focus on putting the customer at the heart of conversations, decisions and actions across operational and strategic work to deliver passports, visa and immigration services.
You’ll work in a fast-paced environment to deliver customer and market insight across the whole business and have the opportunity to make real change using insight and acting as the voice of the customer within the business. You will use a combination of data analysis, in-house projects and resource, collaborating with agency partners to effectively represent the customer perspective.
You will pioneer research to support and drive business strategy across a variety of areas including product development, operational effectiveness, customer satisfaction and enhance commercial outcomes. Working with stakeholders across the Home Office and its partners up to Director level you will also ensure that customer insight guides strategic and tactical decision making affecting our customers.
Working Arrangements
This role is available on a full-time basis with the option of compressed hours working. This role is also suitable for part-time working hours, with a minimum requirement to work 30 hours over 4 days per week due to business requirements.
Training
You will have access to training, conferences, and professional insight networks. Additionally, the business will provide Market Research Society (MRS) Advanced Certificate training for successful candidates who do not already possess this qualification.
Benefits
- Civil Service Pension with employer contribution rates of 28.97%
- In-year reward scheme for one-off or sustained exceptional personal or team achievements
- Full training, along with access to development opportunities to help you grow in your career
- 25 days annual leave on appointment, rising with service to 30 days
- Eight days of public holidays, plus one additional privilege day
- An environment with flexible working options and a culture encouraging inclusion and diversity
Find out more about some of the other benefits we offer.
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- Croydon
- Durham
- Glasgow
- Liverpool
- London
- Peterborough
- Sheffield
- Solihull
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Your responsibilities will include:
- Ensuring monthly insight products and reports are delivered to the business on time and to a high standard
- Supporting on the design, commissioning, management, and analysis of insight projects that support the organisation in delivering its objective of making evidence-based decisions that incorporate the customer’s voice
- Supporting the team in ensuring customer products and reporting are continually reviewed and developed to ensure they align to business change and provide value
- Conducting analysis to support other projects and strategies
- Maintaining relationships both internal and external to the Home Office to ensure that research findings are communicated effectively to relevant stakeholders
- Committing to continuous development by attending training, conferences and engaging with insight networks
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The successful candidate must be able to demonstrate:
- Previous experience of working in a research setting, either agency or client side
- Strong communication skills, with the ability to adapt to different audiences and present insights effectively through reports, presentations, and visual formats such as infographic
- Strong analytical skills with attention to detail, the ability to extract key insights from data, and a drive to continuously develop research expertise
- Proficiency in using research and analytical tools, including web-based surveys and data analysis platforms
- Ability to work efficiently under pressure, managing multiple tasks and meeting deadlines while maintaining high standards
- Experienced user of Microsoft Excel for data analysis e.g. pivot tables, advanced formulas
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This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
We’ll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Seeing the big picture
- Managing a quality service
We only ask for evidence of the Communicating and Influencing behaviour on your application form:
As part of the application process, you will first be asked to confirm your eligibility by providing some basic personal information.
- Application
As part of the application process, you will be asked to complete
- CV
- Personal Statement (maximum 750 words).
- Evidence of the Behaviour Communicating and Influencing (maximum of 250 words
Your CV should consist of your career history, qualifications and skills/experience, including any key achievements in each role. Your CV will be scored against the experience required for the role as noted within the essential criteria.
The Personal Statement should be aligned to and demonstrate how you meet the skills and experience set out in the essential criteria, detailed in the job description.
For guidance and information on how to construct your application (CV, Personal Statement and Behaviours), you are encouraged to visit Civil Service Careers website.
- Sift
The sift will be held on the Personal Statement and Behaviour Communicating and Influencing
- Interview
If you pass the sift stage, you’ll be invited to an interview with Behaviours questions (requiring preparation) and Strength-based questions (no preparation needed).
In addition, candidates will be asked to prepare a presentation that will be delivered at interview. The presentation will be assessed against ‘Experience’ on the ‘Success Profiles’ and will be assessed against the ‘Essential Criteria’ as listed in the job advert. Further details will be provided prior the interview.
The interview will take place via Microsoft Teams. Please ensure you have access to a working laptop with a webcam (work or personal) and good internet connection.
Visit Civil Service Careers for more information on how to prepare for the interview.
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If you are interested in this role, read the full job advert and apply using the button below.
