Customer Insight Manager job in Manchester at HMRC

Customer Insight Manager

Company: HMRC

Location: Manchester UK

Date Posted:Mar 29, 2018

The Behaviour, Research & Insight (BIR) Team is part of HMRC’s Customer Directorate which has a vital role in making sure that we develop our understanding of the full range of HMRC customers and that we use that to help shape HMRC’s strategy, plans, and ultimately to improve outcomes for the business and our customers.  The BIR team is a multi-disciplinary team made up of around 50 specialists from a range of different disciplines, professions and backgrounds and is one of the largest Research and Insight teams across Government. Job description  This role is an exciting opportunity to join the Customer Insight discipline within BIR. We are playing an increasingly important role in helping achieve the Departments strategic objectives, bringing in the revenue to fund the UKs public services. A challenge that has rarely been more significant.  You’ll join a small and growing team who are all passionate about how we can make a real impact on our business issues through actionable insight. We provide deep understanding about our customers and their needs and behaviours, to add value to HMRC by improving both business outcomes and our customers’ experience.  We do this by making use of holistic evidence (existing and newly produced) from qualitative and quantitative research, big data, analytical techniques and HMRC management information to generate fresh and compelling actionable insights that can add value to HMRC’s decision-making.  Key priorities for the Customer Insight team in 2018 include using the information and intelligence HMRC already has more efficiently and effectively across the business to the following ends.  - Generating actionable insights that will drive improvement for customers and HMRC, focussing on known big business issues  - Proactive new insight to pre-empt what the business will need, e.g. evidence from monitoring organisational listening to identify emerging impacts and from awareness of wider trends  - Recommending opportunities to take forward into design, customer testing and trial  Demand reduction (unnecessary customer contact) is one of the top current business priorities. Understanding how we influence customer behaviour to achieve this, informing our channel strategy and the optimum channel mix – how we segment and target our customers appropriately based on this - are all projects the team has recently been working on. Insight to inform customer and HMRC readiness for EU Exit will be an increasingly important part of the teams work going forward.  The post holder/s will join a London/Manchester -based team of approximately 10 from a range of backgrounds and professions (including market research, social research, consulting, customer design, communications and statistics: from private and public sector organisations and the charitable sector).  The team is growing and we’re building our skills and capability in Insight, through a programme of training from the Insight Management Academy, to maximise our ability to both generate and land Insights with business. You will be supported to develop your insight generation skills.  While you would be based in the Customer Insight discipline, all BIR staff also get a chance to work across the other disciplines meaning there is a wide range of opportunities on offer depending on your personal interests and skills. Key responsibilities  The role is varied and will give you the chance to develop your insight skills in a client side-setting, to help drive new and deep customer understandings, identifying new opportunities to drive change for the customer and HMRC.  You will support on a wide-range of customer insight (CI) projects across BIRs key portfolios to address HMRC business priorities, including digital transformation and demand reduction, encouraging voluntary compliance and readiness for EU Exit. Key duties for this role include:  - Identifying, synthesising and drawing key insights from a variety of data sets and evidence sources including customer listening, generating opportunities to drive change.  - Producing and communicating customer insight in an accessible and engaging way, using effective visualisation to achieve buy in.  - Organising and helping to run customer insight workshops and training.  - Getting CI outputs ready for the Customer Zone (HMRC’s corporate resource for bringing together all our customer knowledge into a single, easy to access space on the intranet) and supporting us with the production of engaging visual summaries for the Zone as well as to support our wider dissemination plans.  - Building effective working relationships and work closely with various teams – both within BIR and across the business. This also includes building links with a range of other analytical teams in HMRC, to ensure we are making best use of their evidence for customer insight products. Person specificationThis role requires a motivated and analytically curious individual, who wants to use and expand their experience and knowledge. The ideal candidate will have a passion for customers and how championing their needs can help HMRC address key business issues/products and design better services. You be able to meet the following essential criteria:  - Experience of understanding and analysing a range of data to lead to insights and opportunities to drive business change.  - Experience in qualitative and/or quantitative research, from which you can extract key learnings and insights which can be turned into recommendations the business can act on  - Good presentation skills. Experience of drafting accessible research or insight materials, with the ability and willingness to engage people and bring insights to life. - Strong team working skills, with good scoping and project management skills.  Individuals should have experience of insight or research, ideally from the commercial sector from working client or agency side; although the role offers the opportunity to learn and develop your insight career. Desirable Criteria  - Experience of insight generation techniques and moving these to identifying opportunities that will drive change for customer/business benefit.  - Experience of client management, understanding client needs and influencing a range of stakeholders.  - Experience of analysing and interpreting quantitative data.  - Experience of using SAS and/or other data analytics tools  - Membership of Market Research Society, AURA or SRA.  For further information and details of how to apply please visit the Civil Service Website 1574452 View full job description
JobCentre Plus 6 months ago
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