Customer Insight Manager – Home Office | £41,750–£48,250 | 3 Permanent Jobs
UK-Based Applicants Only
The Home Office is recruiting Customer Insight Managers to join its Customer Operations Support Services directorate.
There are 3 permanent positions available, with salaries ranging from £41,750 to £48,250 per year, depending on location.
This is an excellent opportunity for professionals with experience in customer research, data analysis, survey design, statistical analysis and insight generation to contribute to strategic decision-making across UK immigration, citizenship and passport services.
Application deadline: 11:55 pm, Thursday 24 September 2026.
Job Overview
| Job Details | Information |
|---|---|
| Job Title | Customer Insight Manager |
| Employer | Home Office |
| Reference Number | 475936 |
| Job Grade | Higher Executive Officer (HEO) |
| Contract | Permanent |
| Number of Positions | 3 |
| Salary | £41,750 – £48,250 per year |
| National Salary | £41,750 – £44,250 |
| London Salary | £45,750 – £48,250 |
| Locations | Durham, Glasgow, Liverpool, London, Peterborough, Sheffield |
| Working Pattern | Full-time, Part-time, Compressed Hours |
| Business Area | HO – Customer Operations Support Services |
| Role Type | Customer Insight |
| Closing Date | 24 September 2026 |
Salary
Successful candidates will receive:
National locations: £41,750 – £44,250 per year
London: £45,750 – £48,250 per year
The role is offered at Higher Executive Officer (HEO) grade.
Job Locations
The available locations are:
- Durham
- Glasgow
- Liverpool
- London
- Peterborough
- Sheffield
There are specific location restrictions for the three vacancies.
The two Passport Insights positions can be based at any of the advertised locations.
The Visas Insight position can only be based in:
- Liverpool
- London
- Sheffield
Applicants should therefore carefully consider their preferred location before applying.
About the Home Office
The Home Office works to help build a safe, fair and prosperous UK, with responsibilities covering areas including immigration, passports, policing, crime, drugs policy and counter-terrorism.
The Immigration and Citizenship Service manages the UK’s immigration and identity systems, including:
- Visas
- Citizenship
- Resettlement
- British passports
- Civil records
- Border protection
- Identity documentation
- Lawful migration services
The Customer Voice team is responsible for ensuring that customer perspectives influence conversations, decisions and actions across operational and strategic activities.
About the Customer Insight Manager Role
This role provides an opportunity to work in a fast-paced environment delivering customer and market insight across the Home Office.
The successful candidates will help bring the customer perspective into business decisions and support improvements across areas such as:
- Product development
- Operational effectiveness
- Customer satisfaction
- Commercial outcomes
- Business strategy
- Customer experience
You will work with stakeholders across the Home Office and external partners, including senior stakeholders up to Director level.
Your research and analysis will help ensure that customer insight contributes to both strategic and tactical decision-making.
Key Responsibilities
As a Customer Insight Manager, your responsibilities will include:
- Delivering monthly insight products and reports on time and to a high standard.
- Supporting the design, commissioning and management of customer insight projects.
- Analysing research and insight to support evidence-based business decisions.
- Helping ensure that the customer’s voice is incorporated into organisational decision-making.
- Reviewing and developing customer insight products and reporting.
- Conducting data analysis to support projects and business strategies.
- Designing surveys and analysing survey data.
- Analysing management information (MI).
- Building and maintaining relationships with internal and external stakeholders.
- Communicating research findings effectively to relevant audiences.
- Supporting continuous improvement within the Customer Voice function.
- Developing research expertise through training, conferences and professional insight networks.
Essential Requirements
Applicants should demonstrate experience and skills in the following areas.
Research Experience
You should have experience working in a research environment or performing research-related activities.
Data Analysis
Experience using analytical tools or statistical software is required.
Examples include:
- Qualtrics
- SPSS
- Equivalent statistical or analytical software
You should be able to analyse, interpret and communicate data effectively.
Communication Skills
Strong communication skills are essential.
You should be able to adapt your communication style for different audiences and present insights through:
- Reports
- Presentations
- Visual formats
- Infographics
- Other appropriate communication methods
Analytical Skills
You should have strong analytical abilities, attention to detail and the ability to identify meaningful insights from data.
The role also requires a willingness to continually develop your research and analytical expertise.
Managing Multiple Priorities
You should be able to work efficiently under pressure, manage multiple tasks and meet deadlines while maintaining high-quality standards.
Microsoft Excel
You should be an experienced Microsoft Excel user, particularly for data analysis.
Relevant skills may include:
- Pivot tables
- Advanced formulas
- Data analysis
- Data manipulation
- Reporting
Research Methodologies
You should have knowledge and experience of quantitative and/or qualitative research methodologies, including experience contributing to questionnaire design.
Behaviours Assessed
The Home Office will assess candidates against the following Civil Service behaviours:
- Communicating and Influencing
- Managing a Quality Service
- Changing and Improving
However, applicants are specifically asked to provide written evidence for:
Communicating and Influencing
This means applicants should pay particular attention to demonstrating strong stakeholder communication and influencing skills in their application.
Working Pattern
The position is available on:
- Full-time hours
- Part-time hours
- Compressed hours
Part-time applicants must work a minimum of 4 days / 30 hours per week because of business requirements.
Occasional travel may also be required depending on business needs.
Hybrid Working
Where business requirements allow, some roles may support a combination of office and home-based working.
However, this is a non-contractual arrangement.
Employees will generally be expected to spend a minimum of 60% of their working time in an office.
Applicants should therefore be prepared for substantial office-based working.
Home Office Employee Benefits
Successful candidates will have access to a range of Civil Service benefits.
Civil Service Pension
The role includes access to a Civil Service pension scheme with an employer contribution of 28.97%.
Annual Leave
Employees receive:
- 25 days annual leave on appointment
- Increasing to 30 days with qualifying service
Public Holidays
Employees receive:
- 8 public holidays
- Plus 1 additional privilege day
Reward Scheme
The Home Office also operates an in-year reward scheme recognising exceptional individual or team achievements.
Application Process
The recruitment process uses the Civil Service Success Profiles framework.
Candidates will be assessed on:
- Behaviours
- Strengths
- Experience
What You Need to Submit
Applicants will be required to provide:
- CV
- Personal Statement – maximum 750 words
- Communicating and Influencing Behaviour Example – maximum 250 words
Your CV should include your career history, skills, experience and significant achievements.
Your CV will be assessed against the experience requirements outlined in the vacancy.
Personal Statement
Your personal statement should demonstrate how your experience and skills meet the essential criteria.
You should focus on providing clear evidence of:
- Research experience
- Data analysis
- Statistical or analytical software
- Customer insight
- Survey design
- Quantitative and/or qualitative research
- Microsoft Excel
- Communication
- Stakeholder engagement
- Managing competing priorities
Use specific examples from your own professional experience wherever possible.
Communicating and Influencing Example
Applicants must provide evidence for the Communicating and Influencing behaviour.
The maximum length is:
250 words
Your example should demonstrate how you have successfully communicated information, influenced stakeholders or helped achieve an outcome through effective communication.
Important AI Application Warning
The Home Office states that artificial intelligence can be used as a tool to support an application, but all examples and statements must be:
- Truthful
- Factually accurate
- Based on your own experience
Applicants should not present AI-generated ideas or other people’s experiences as their own.
Applications may be withdrawn where plagiarism or inappropriate use of AI is identified.
Do not copy an AI-generated application and submit it as your personal experience.
Recruitment Timeline
Application Deadline
24 September 2026
Applications must be submitted by:
11:55 pm
Sift
The sift is expected to take place during the week commencing:
28 September 2026
The sift will assess the:
- Personal Statement
- CV
- Communicating and Influencing behaviour
If there is a high volume of applications, an initial sift may be conducted using the Personal Statement.
Candidates who pass the initial sift may then progress to a full sift.
Interview
Interviews are expected during the week commencing:
26 October 2026
Successful candidates at sift stage will be invited to an interview.
The interview will assess:
- Behaviours
- Strengths
All behaviours listed in the selection process will be scored during the interview.
Oral Briefing Exercise
Candidates will also complete an oral briefing exercise during the interview.
You will receive:
- 10 minutes to prepare
- Up to 5 minutes to deliver your briefing
- Follow-up questions after the briefing
The exercise will assess the Experience element of the Success Profiles framework and will focus on the essential criteria listed in the vacancy.
The interview will be conducted through Microsoft Teams.
Security Clearance
Successful applicants will be required to complete security and pre-employment checks.
The role requires a Counter-Terrorist Check (CTC) as part of the security requirements.
Candidates must also complete the applicable personnel security and criminal record checks before appointment.
Nationality and Right-to-Work Requirements
The vacancy is broadly open to eligible:
- UK nationals
- Republic of Ireland nationals
- Commonwealth nationals with the right to work in the UK
- Eligible EU, Swiss, Norwegian, Icelandic and Liechtenstein nationals with relevant settled or pre-settled status
- Certain individuals with limited or indefinite leave to remain who meet the applicable EUSS conditions
- Eligible Turkish nationals and certain family members who have acquired the right to work in the Civil Service
Applicants should carefully check the Civil Service nationality rules before applying.
Location Preference
Applicants can select only one location preference.
Make sure you choose a location that you are genuinely prepared to travel to.
If you are offered a role at your preferred location and decline it, your application will be withdrawn.
Reserve List
A reserve list may be maintained for up to 12 months.
Candidates placed on the reserve list may be considered for additional appointments.
However, being placed on a reserve list does not guarantee a job offer.
Reserve lists will be maintained by location, with appointments made in merit order.
Who Should Apply?
This vacancy may be particularly suitable for professionals with experience in:
- Customer insight
- Market research
- Research analysis
- Data analysis
- Survey research
- Quantitative research
- Qualitative research
- Customer experience
- Business intelligence
- Statistical analysis
- Microsoft Excel
- SPSS
- Qualtrics
- Research reporting
Candidates should be comfortable turning research and data into practical insights that can influence business decisions.
Important Note for International Applicants
This vacancy is not advertised as a visa sponsorship opportunity.
The advert sets out specific Civil Service nationality and right-to-work requirements.
Applicants outside the UK should not assume that the Home Office will provide Skilled Worker visa sponsorship or a Certificate of Sponsorship (CoS) for this position.
You should independently confirm your eligibility and right to work in the UK before applying.
How to Apply
Applications must be submitted through the official Civil Service Jobs recruitment system.
Before applying, ensure that you have prepared:
- An updated CV
- A Personal Statement of no more than 750 words
- A Communicating and Influencing example of no more than 250 words
- Evidence demonstrating the essential criteria
- Your preferred location
Application Deadline
Thursday 24 September 2026 at 11:55 pm
Do not wait until the final day to apply.
Vacancy Reference
475936
Job: Customer Insight Manager
Employer: Home Office
Grade: Higher Executive Officer (HEO)
Positions: 3
Salary: £41,750 – £48,250
Closing date: 24 September 2026
Final Reminder
This is a permanent Home Office opportunity offering salaries of up to £48,250 per year, with three positions available across several UK locations.
The role is particularly suited to candidates with a strong background in customer research, data analysis, survey design, statistical analysis and communicating insight to stakeholders.
If your experience matches the essential criteria, prepare your CV and application evidence carefully and submit your application before the deadline.
Always check the official vacancy before applying, as recruitment details can change.