[ref. a45387522] C2/SEO Customer Insight Lead

The Insolvency Service is a leading Government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.

This role currently sits within the Chief Executive Directorate as part of the User Design team. You'll be working alongside a multi-discipline team of content designers, user researchers and customer insight specialists, creating user-centred services and setting the standards and direction needed to improve customer experience.

We are looking for a Customer Insight Lead for our User Design team. Working alongside the rest of the team, you will provide customer insight on all digital services, conduct performance analysis on our digital services and oversee the customer insight function and delivery partner surveys using a variety of user experience design techniques and methodologies.

Alongside this, you will hold responsibility for insight quality, managing and mentoring a small team.

We are a small team that works closely and collaboratively. You'll be supported by the team and encouraged to suggest improvements, make changes and figure things out together.

You'll have the opportunity to work across different services with different types of user groups , working with teams across the Insolvency Service.

We have 10 active employee network groups available to join or become an ally, these include, Carers Network, Disability & Health, FACES Network Group, Grass Roots, LGBT+, Mind Matters, No Limits, Part Time Workers, The Shed, and Women’s Network Group.

We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, though our Engagement network or in their own local communities via volunteering opportunities.

The Insolvency Service is a great place to work, learn and grow your career!

As Customer Insight Lead, you will work within the User Design team to lead on major pieces of insight work. This is an exciting role within our Chief Executive Division to drive improvement across the Insolvency Service.

You'll lead complex projects and manage senior stakeholders. You'll support, train, and line manage others in the User Design team.

Responsibilities

As Customer Insight Lead, you will:

• Ensure agency services are built around and meet user needs
• Ensure agency services allow users to complete essential tasks
• Create, update and review key metrics and KPIs for end-to-end user journeys
• Create, update and review user satisfaction measures for new and existing digital services
• Ensure key metrics and satisfaction measures are in the right format and shown to users in the right place
• Ensure our services meet GDS standards
• Use evidence, research and data to make the right user design decisions
• Work in a multidisciplinary team across digital and non-digital channels
• Oversee and contribute to the Customer Service Excellence accreditation
• Influence stakeholders and manage relationships effectively to influence decisions, deal with challenging situations and remove blockers
• Collaborate with user researchers, content designers, and the wider User Design team to advocate effectively for users
• Have a deep understanding of end-to-end journeys and how user satisfaction is affected within these journeys
• Identify where journey fixes or improvements need to be made within services
• Mentor more junior members of the team, helping them learn more about user insight and gain new skills
• Be responsible for managing the customer insight team
• Be responsible for creating, maintaining and reviewing exit surveys and their dashboards