Customer Insight Manager
Grade:
Senior Executive Officer (SEO) Salary:
£46,677-£54,957 Benefits:
Flexible working arrangements, employer pension contributions of circa 29%, generous annual/parental and special leave policies, plus extensive personal wellbeing benefits. Please see full reward package at end of job description for more information. Duration:
Fixed Term Contract for 12 months (possible extension) Location:
We offer a hybrid working model that provides flexibility to our colleagues in terms of how they work, as long as it meets the needs of both the individual and the organisation. Your contractual base will be either Meadowbank House, Edinburgh EH8 7AU or St Vincent Plaza, Glasgow G2 5LD. Department:
Customer Policy and Research Directorate:
Customer and Business Development Role Reports to:
Head of Customer Policy and Research Closing date:
Sunday 26th January 2025 at 23:59pm Number of Vacancies:
1
About this Role: Are you an experienced data and insight professional who thrives in an exciting and complex environment? We are looking for an enthusiastic, highly analytical, customer-focused Insight Manager for a role based in Service Design, within our Customer Policy and Research department at Registers of Scotland (RoS). This role is offered on a fixed-term contract for an initial 12-month period, with high potential for extension (covering maternity leave). RoS’ Customer Insight Manager is a crucial role in understanding and leveraging customer data to drive strategic business decisions via our Insight Hub. By collecting, analysing, and interpreting data related to customer behaviour, preferences, and feedback, they help inform and shape RoS' ability to enhance customer experience and satisfaction. RoS’ Customer Insight Manager also plays a pivotal role in managing our customer satisfaction score (CSI) by leading the collation and promotion of CSI and Customer Effort Scores (CES). They collaborate with business leads to implement recommendations and actions based on the findings, ensuring continuous improvement in customer satisfaction. The purpose of the role is centred around understanding what drives customer behaviour and in doing so help to improve these experiences and interactions. The successful candidate will deliver both strategic and tactical insights to the organisation to bring about improvements in customer service satisfaction and the overall efficiency of our services. Main duties: As the senior member of the team, you will be empowered to lead the Quantitative Research team. Your main duties will include: Designing and executing quantitative and qualitative research for & with customers applying government standards & ethics. Undertaking secondary/desk research when identified as needed. Managing customer satisfaction KPI, capturing and delivering insights. Management of Customer Insight Hub. Collaboration across directorates to develop strategies to ensure customer is always considered. Working across directorates to understand customer journey touch points. Ensuring compliance with data protection legislation. Clearly and confidently communicating research findings to colleagues, stakeholders and senior staff. Working with corporate functions, such as procurement, when required. Exhibiting excellent communication and presentation skills with proven internal and external stakeholder management abilities. Essential criteria - Your Skills and Attributes for Success Technical/Experience • Working knowledge/experience of Agile approaches. Competencies or Behaviours Analysis and making effective decisions - Experience of working with data and analytics. - Able to make decisions characterised by medium levels of risk and complexity. - Leads others to make good design decisions based on data and evidence. Collaborating and partnering - Able to manage stakeholders’ expectations and be flexible. - Able to work collaboratively within a group, actively networking with others and engaging in varying types of feedback. Delivering a quality service - Able to identify and compare the best processes or delivery methods to use, including measuring and evaluating outcomes. How to Apply To apply, click on 'Apply now’ and complete our online application form, you will need to submit: •
A CV
setting out your career history and
how you meet the Responsibilities and Technical competence required in the role (we recommend no more than 4 pages in length). •
Provide answers on how you meet the Competencies, including the technical element (250 words maximum for each answer), for the role. Please note •
CVs that are not accompanied by answers to the competencies will not be scored. •
Competency answers exceeding 250 words will not be considered. • We would strongly recommend that your answers are written in the
STAR format
(Situation, Task, Action & Result). Assessment Candidates will be assessed against the essential criteria for the role and competencies as stated above. Indicative Recruitment Timetable Closing date: Sunday 26th January at 23:59pm Application Sift: WC 27th January Invites to assessment: WC 3rd February Notice to candidates: WC 3rd February Assessment: WC 10th February
* Please note dates may be subject to change.
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Grade:
Senior Executive Officer (SEO) Salary:
£46,677-£54,957 Benefits:
Flexible working arrangements, employer pension contributions of circa 29%, generous annual/parental and special leave policies, plus extensive personal wellbeing benefits. Please see full reward package at end of job description for more information. Duration:
Fixed Term Contract for 12 months (possible extension) Location:
We offer a hybrid working model that provides flexibility to our colleagues in terms of how they work, as long as it meets the needs of both the individual and the organisation. Your contractual base will be either Meadowbank House, Edinburgh EH8 7AU or St Vincent Plaza, Glasgow G2 5LD. Department:
Customer Policy and Research Directorate:
Customer and Business Development Role Reports to:
Head of Customer Policy and Research Closing date:
Sunday 26th January 2025 at 23:59pm Number of Vacancies:
1
About this Role: Are you an experienced data and insight professional who thrives in an exciting and complex environment? We are looking for an enthusiastic, highly analytical, customer-focused Insight Manager for a role based in Service Design, within our Customer Policy and Research department at Registers of Scotland (RoS). This role is offered on a fixed-term contract for an initial 12-month period, with high potential for extension (covering maternity leave). RoS’ Customer Insight Manager is a crucial role in understanding and leveraging customer data to drive strategic business decisions via our Insight Hub. By collecting, analysing, and interpreting data related to customer behaviour, preferences, and feedback, they help inform and shape RoS' ability to enhance customer experience and satisfaction. RoS’ Customer Insight Manager also plays a pivotal role in managing our customer satisfaction score (CSI) by leading the collation and promotion of CSI and Customer Effort Scores (CES). They collaborate with business leads to implement recommendations and actions based on the findings, ensuring continuous improvement in customer satisfaction. The purpose of the role is centred around understanding what drives customer behaviour and in doing so help to improve these experiences and interactions. The successful candidate will deliver both strategic and tactical insights to the organisation to bring about improvements in customer service satisfaction and the overall efficiency of our services. Main duties: As the senior member of the team, you will be empowered to lead the Quantitative Research team. Your main duties will include: Designing and executing quantitative and qualitative research for & with customers applying government standards & ethics. Undertaking secondary/desk research when identified as needed. Managing customer satisfaction KPI, capturing and delivering insights. Management of Customer Insight Hub. Collaboration across directorates to develop strategies to ensure customer is always considered. Working across directorates to understand customer journey touch points. Ensuring compliance with data protection legislation. Clearly and confidently communicating research findings to colleagues, stakeholders and senior staff. Working with corporate functions, such as procurement, when required. Exhibiting excellent communication and presentation skills with proven internal and external stakeholder management abilities. Essential criteria - Your Skills and Attributes for Success Technical/Experience • Working knowledge/experience of Agile approaches. Competencies or Behaviours Analysis and making effective decisions - Experience of working with data and analytics. - Able to make decisions characterised by medium levels of risk and complexity. - Leads others to make good design decisions based on data and evidence. Collaborating and partnering - Able to manage stakeholders’ expectations and be flexible. - Able to work collaboratively within a group, actively networking with others and engaging in varying types of feedback. Delivering a quality service - Able to identify and compare the best processes or delivery methods to use, including measuring and evaluating outcomes. How to Apply To apply, click on 'Apply now’ and complete our online application form, you will need to submit: •
A CV
setting out your career history and
how you meet the Responsibilities and Technical competence required in the role (we recommend no more than 4 pages in length). •
Provide answers on how you meet the Competencies, including the technical element (250 words maximum for each answer), for the role. Please note •
CVs that are not accompanied by answers to the competencies will not be scored. •
Competency answers exceeding 250 words will not be considered. • We would strongly recommend that your answers are written in the
STAR format
(Situation, Task, Action & Result). Assessment Candidates will be assessed against the essential criteria for the role and competencies as stated above. Indicative Recruitment Timetable Closing date: Sunday 26th January at 23:59pm Application Sift: WC 27th January Invites to assessment: WC 3rd February Notice to candidates: WC 3rd February Assessment: WC 10th February
* Please note dates may be subject to change.
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