Customer Insight Manager

HM Revenue & Customs; Newcastle upon Tyne; Hybrid; GBP 44,000 - 51,000

Job description

Cardiff, Croydon, Leeds, Manchester, Newcastle-upon-Tyne, Stratford

Job Summary

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

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We are the Customer Understanding and Behaviour (CUB) Team and we sit at the heart of HMRC, playing a vital role in delivering on the Department's Strategic Objectives.

We deliver high quality, timely evidence that informs our strategy and ensures our approach to transforming and redefining the Department is based on the latest knowledge about customers.

The team is grouped into five core ‘subject areas’:

• Customer Insight and Immersion - developing and promoting actionable insight from existing evidence, and running the Customer Immersion programme of work.
• Customer Research - delivering primary social and market research through external agencies.
• Customer Lab - in-house facility to conduct and deliver primary research.
• Data Insight - making use of software and administrative data for customer insight analysis.
• Behavioural Insight - applying behavioural insight and testing its impact through experimental research, including randomised controlled trials.
  
  

We are looking for a new insight professional to join our Customer Insight & Immersion team. This is an exciting opportunity to join a team of approximately 20 (based in the above range of our Regional Centre locations nationwide), who are all passionate about how we can make a real impact on our business issues through insight.

We provide deep understanding about our customers and their needs and behaviours, to make valuable contributions to HMRC by improving both business outcomes and our customers’ experience.

We do this by drawing on a full range of evidence including qualitative and quantitative research, big data and HMRC operational information to generate fresh and compelling meaningful insights that contribute to HMRC’s decision-making.

We run HMRC’s Immersion programme where we connect colleagues with customers in a way not typically available across the department. We give customers an opportunity to have their voices heard and give colleagues the opportunity to listen to the real impact of the work they are carrying out.

Job Description

The successful candidate will work on a range of insight and immersion projects across different subject areas such as HMRC digital transformation, improving customer experience and reducing the tax gap. You will be involved in all aspects of insight project delivery, including scoping, insight generation, delivering immersion sessions, reporting and dissemination. You will work on projects with other insight and immersion specialists and stakeholders as well as other research and analytical teams.

Building relationships and communicating with influence are core components of this role.

Key Responsibilities Are Likely To Include:

• Developing and generating insights to help drive new and deep customer understandings, identifying new opportunities to help transform HMRC.
• Synthesising and drawing key insights from a variety of data sets and evidence sources, generating recommendations for the business.
• Producing and communicating customer insight in an accessible and engaging way, using storytelling and effective visualisation to achieve understanding and agreement.
• Working with HMRC stakeholders at all levels to discuss, plan, deliver and evaluate immersion sessions – with customers and other stakeholders virtually via MS Teams and occasionally face to face across the UK.
• Raising the profile of Customer Insight and Immersion across HMRC, sharing best practice and showcasing our work.
• Building effective working relationships and working closely with various teams – both within Customer Understanding and Behaviour and across HMRC. You will collaborate with our partners to help embed impactful insight.
• You will play a central role in contributing to the wider capability building across the team, helping build standards and innovate insight methodologies.
  
  

Essential Criteria:

• Experience of developing and applying customer insight from working client side, agency, or consulting (either public or private sector).
• Experience in one or more of the following areas: insight generation, qualitative and/or quantitative research, strategic communications, campaign evaluation, marketing, customer journeys and facilitation of focus groups.
• Experience in evidence synthesis and understanding from multiple sources e.g. qualitative and quantitative research, management data, customer feedback, to distil it down into holistic, tangible and meaningful insight.
• Strong communication, presentation and facilitation skills and an excellent storyteller with the ability to put insight into business terms and bring it to life.
  
  

Desirable Criteria:

• Experience of client management, understanding client needs and influencing partners.
• Experience of analysing and interpreting large data sets.
• Experience of bringing new ideas and creative thinking to enhance project outcomes.
• Comfortable using the full range of Office 365 products (SharePoint, MS Teams, Sway, PowerPoint, etc) to design and deliver presentations.
  
  

Behaviours

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

• Communicating and Influencing
• Delivering at Pace
• Changing and Improving
  
  

Technical skills

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

• Candidates who successfully proceed to the interview stage will be asked to give a short presentation (5 minutes)
  
  

Alongside your salary of £44,110, HM Revenue and Customs contributes £12,778 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

HMRC operates both Flexible and Hybrid Working policies, allowing you to balance your work and personal commitments. We welcome applications from those who need to work a more flexible arrangement and will agree to requests where possible, considering our operational and customer service needs.

We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.

• Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
• Family friendly policies.
• Personal support.
• Coaching and development.
  
  

To find out more about HMRC benefits and find out what it’s really like to work for HMRC hear from our insiders or visit Thinking of joining the Civil Service

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills.

How To Apply

As part of the application process, you will be asked to provide the following:

• A name-blind CV including the last three roles of your job history, with no more than 200 words per job. This will be scored against the Key Responsibilities outlined in the advert.
• A 750-word personal statement addressing how you meet the essential criteria.
• Statements addressing the three specified behaviours with up to 250 words for each.
  
  

Behaviours:

• Communicating and Influencing
• Delivering at Pace
• Changing and Improving
  
  

Please complete a separate statement (Max 250 words) for the Desirable Criteria where applicable. This is not essential for the role but may be considered by the vacancy-holder where candidates have the same scores at sift or interview.

Further details around what this will entail are listed on the application form.

We acknowledge that AI can assist you in your application. Find our guidelines here.

Sift

Where we receive high volumes of applicants we will carry out an pre-sift based on CV, Personal Statement and a lead behaviour: Communicating and Influencing.

At full sift we will include assessment of all behaviour statements, CV, and Personal Statement.

The successful candidates will then be invited to interview.

We may also raise the score required at any stage of the process if we receive a high number of applications.

Interview

During the panel interview, your Experience, Behaviours, Strengths and a Presentation will be assessed.

Behaviours:

• Communicating and Influencing
• Delivering at Pace
• Changing and Improving
  
  

Presentation:

Candidates who successfully proceed to the interview stage will be asked to give a short presentation (5 minutes) about how you have used customer insight to identify opportunities to address a business issue in your organisation or department and answer questions about it.

This Is An Example Of a Strengths-based Question

“It is often said that the customer's needs should come first. To what extent do you agree or disagree with this statement?”

There is no expectation or requirement for you to prepare for the strengths-based questions in advance of the interview, though you may find it helpful to spend some time reflecting on what you enjoy doing and what you do well.

Interviews will take place face to face in the locations advertised. Sift and interview dates to be confirmed.

Eligibility

Please take extra care to tick the correct boxes in the eligibility sections of your application form. We understand mistakes sometimes happen but if you contact us later than two working days (Monday-Friday) before the vacancy closes, we will not be able to reopen your application for you. If you do make a mistake with your eligibility form, please contact us via: [e-mail] – Use the subject line to insert appropriate wording for example – ‘Please re-open my application – [insert vacancy ref] & vacancy closing date [insert date]’.

To check that you are eligible to apply for this role, please review the eligibility information before submitting your application.

Reserve List

A reserve list may be held for up to 12 months from which further appointments may be made for the same or similar roles – if this applies to you, we’ll let you know via your Civil Service Jobs account.

Merit List

After interview, a single merit list will be created, and you will only be considered for posts in locations you have expressed a preference for. Appointments will be made in strict merit order in line with the set number of roles in each location.

Criminal Record Check

Applications received from candidates with a criminal record are considered fairly in accordance with the DBS Code of Practice and the Recruitment of ex-offenders Policy.

Reasonable Adjustments

We want to make sure no one is put at a disadvantage during our recruitment process. To assist you with this, we will reduce or remove any barriers where possible and provide additional support where appropriate.

If you need a change to be made so that you can make your application, you should:

• Contact the UBS Recruitment team via [e-mail] as soon as possible before the closing date to discuss your needs.
  
  

Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Important information for existing HMRC contractual homeworkers

This role may be suitable for existing HMRC employees who are contractual homeworkers. Occasional attendance to the office will be required where there is a business need. Please consider the advertised office locations for this role when applying and only select locations from the ‘location preferences’ section that you can travel to.

Terms and Conditions

Customer facing roles in HMRC require the ability to converse at ease with members of the public and provide advice in accurate spoken English and/or Welsh where required. Where this is an essential requirement, this will be tested as part of the selection process.

HMRC has a presence in every region of the UK. For more information on where you might be working, review this information on our locations.

The Civil Service values honesty and integrity and expects all candidates to abide by these principles. The evidence you provide in your application must relate to your own experiences.

Any instances of plagiarism or other forms of cheating will be investigated and, if proven, the relevant application(s) will be withdrawn from the process.

Recording of interviews is prohibited unless explicit agreement is sought in line with the UK General Data Protection Regulations.

Questions relating to an individual application must be emailed as detailed later in this advert.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

New entrants will join on the minimum of the pay band.

Please note that, if you are applying for roles on a part-time basis, the salary agreed will be pro-rata, reflective of the working hours agreed within your contract.

If you experience accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Feedback will only be provided if you attend an interview or assessment.

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths, Experience and Technical skills.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This Job Is Broadly Open To The Following Groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
  
  

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact :

• Name : Simon Johnson Rivers
• Email : [e-mail]
  
  

Recruitment team

• Email : [e-mail]
  
  

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. You have the right to complain if you feel there has been a breach of the Recruitment Principles.

In the first instance, you should raise the matter directly via [e-mail]. If you are not satisfied with the response, you may bring your complaint to the Commission. For further information on bringing a complaint to the Civil Service Commission please visit their website.