Customer Insight Manager

Job summary

The Home Office works to build a safe, fair and prosperous UK. We achieve this through our work on counter-terrorism, policing, crime, drugs policy, immigration and passports.

The Immigration and Citizenship Service (ICS) manages the UK’s immigration and identity systems, overseeing visas, citizenship, resettlement, and British passports. We maintain civil records, including births, marriages and deaths, and we offer secure, efficient services that protect borders, support lawful migration, and provide trusted identity documents.

The Customer Voice team within the Customer Operations Support Services directorate of the Home Office focuses on putting the customer at the heart of the conversations, decisions and actions across operational and strategic work conducted to deliver passports, visa and immigration services.

Three posts are being advertised: two in the Passports Insight Team and one in the Visas Insight Team. The two roles in the Passport Insights team can be based at any of the advertised locations, while the role in the Visas Insight Team is based in Liverpool, London or Sheffield only.

Job description

This role offers an exciting opportunity to work in a fast-paced environment to deliver customer and market insight across the whole business. You will be given the opportunity to make real change using insight and your role as the voice of the customer within the business. Using a combination of data analysis, in-house projects and resource, and agency partners, you will be given the opportunity to bring the customer to life for Customer Voice.

The successful candidates will be able to pioneer research to support and drive business strategy across a variety of areas including product development, operational effectiveness, customer satisfaction and enhancing commercial outcomes.

The post holder will work with stakeholders across all of the Home Office and its partners up to Director level to ensure that customer insight guides strategic and tactical decision making affecting our customers.

Key Responsibilities

• 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, designing surveys, analysing survey data and MI.
• 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.

Working Pattern

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 4 days / 30 hours per week due to business requirements.

Travel

Occasional travel may be required, according to business needs.

Person specification

Essential Criteria

• Experience of working in a research setting or in a role conducting research activities
• Experience of using analytical tools or statistical software, such as Qualtrics, SPSS or equivalent, to analyse and interpret data
• Strong communication skills, with the ability to adapt to different audiences and present insights effectively through reports, presentations, and visual formats such as infographics
• Strong analytical skills with attention to detail, the ability to extract key insights from data, and a drive to continuously develop research expertise
• 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
• Knowledge and experience of quantitative and/or qualitative research methodologies, including involvement in questionnaire design.

Behaviours

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

• Communicating and Influencing
• Managing a Quality Service
• Changing and Improving

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

• Communicating and Influencing

Benefits

In addition to your salary, a career with the Home Office offers a range of benefits, including:

• A Civil Service pension with an employer contribution of 28.97%
• In-year reward scheme for one-off or sustained exceptional personal or team achievements.
• 25 days annual leave on appointment, rising with service to 30 days.
• Eight days of public holidays, plus one additional privilege day.
• Where business needs allow, some roles may be suitable for a combination of office and home-based working. This is a non-contractual arrangement where all employees will be expected to spend a minimum of 60% of their working time in an office.
• See more of our benefits on our careers website.

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Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

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

This gives us the best possible chance of finding the right person for the job, drives up performance and improves diversity and inclusivity.

We will endeavour to conduct the selection process in line with the dates indicated below, but cannot guarantee that these will not, where necessary, be revised.

• Application – by 24th September 2026

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 250 words)

Your CV should consist of your career history 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 Behaviour), you are encouraged to visit Civil Service Careers website.

2. Sift - week commencing 28th September 2026

The sift will be held on the Personal Statement, CV and Behaviour Communicating and Influencing, as listed in the advert.

Should a high volume of applications be received, an initial sift will be conducted on the Personal Statement. Candidates who pass the initial sift will then be progressed to a full sift that will consist of all the remaining elements submitted (CV / Lead Behaviour). Candidates who fail to meet the minimum pass score for the initial sift will not have their remaining submitted elements scored and will only receive a sift score for that assessed at the initial sift.

3. Interview - week commencing 26th October 2026

If you are successful at sift stage, you will be invited to an interview that will be Behaviours (as listed in the job advert) and Strength based questions. All Behaviours listed in the selection process will be scored at the interview.

In addition, candidates will be asked to complete an oral briefing exercise at interview. Details will be disclosed when the interview commences. You will be given 10 minutes to prepare ahead of delivering your brief and then be asked follow-up questions, your brief should last no longer than 5 minutes.

The oral briefing exercise will be assessed against 'Experience' on the 'Success Profiles' and will be assessed against the 'Essential Criteria' as listed in the job advertisement.

The interview will take place on Microsoft Teams.

For guidance and information on what to expect and how to prepare for an interview, you are encouraged to visit Civil Service Careers .

Problems during the application process

If you experience problems accessing this advert, or you think you’ve made a mistake on an initial application, please contact hocandidates.grs@cabinetoffice.gov.uk, including the vacancy reference, at least two working days before the vacancy closes. Further information can be found on our website .

Do not create or attempt to submit another application, online test or use a different Civil Service Jobs account to proceed as this would be in violation of the candidate declaration.

Location Preference

You will only be able to select a single location preference so please ensure this is a location that you are prepared to travel to. If you are offered a role at your preferred location and you decline, your application will be withdrawn.

Reserve List

A reserve list may be held for a period of up to 12 months from which further appointments may be made. There is no guarantee that being held on a reserve list will lead to a job offer. Further information can be found on our website.

Reserve lists will be held for each location. Candidates will be appointed in merit order by location.

Breaking Tied Scores

The behaviours, experience, and strengths have been ranked in order of importance to enable us to differentiate between candidates with tied interview scores.

Standards

All Civil Servants are expected to comply with the Civil Service Code , and its core values of integrity, honesty, objectivity and impartiality.

Additional Security Checks

As well as successfully obtaining UK Security Vetting clearance , candidates will be subject to a range of additional checks. The range of checks carried out will depend on whether you are a current Home Office employee, existing civil servant or an external new entrant as well as the role requirements. Further details are included in the Notes to Candidates.

Further Information

In order to process applications without delay, we will be sending a Criminal Record Chec k to Disclosure and Barring Service o n your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct.

If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk.

Reasonable Adjustments

If a person with disabilities is at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

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

• Contact Government Recruitment Service via HOrecruitment.grs@cabinetoffice.gov.uk 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