Job description

About the team
The Customer Experience Team in Test & Trace is at the forefront of improving the user journey for all, making it easier to access, more reliable and more trusted, in order to help break the chains of transmission for COVID-19. Our work has huge variety and scope to make a real difference to the lives of millions of people. This role is an opportunity for you to play an important part in this.

We’re looking for a highly collaborative and driven Senior Insight Manager to join our Customer Insight and Research Team. Our team’s work is critical in supporting Test & Trace in reaching the right people in the most effective ways. These roles offer a fantastic opportunity to generate new sources of insight and to use research and analysis to inform decision-making across the organisation.

The Role
As Senior Insight Manager you will report to an Insight Lead within the Customer Experience team and manage research and analysis to inform different priorities within Test & Trace. You will generate, interpret and utilise feedback and analysis from across multiple channels and user touchpoints to help the organisation understand how people experience our services and how to overcome the barriers to participation in Test & Trace.

What You’ll Do
As Senior Insight Manager you’ll be responsible for:
•Drawing together insight from multiple sources – surveys, qualitative research, operational and population data – to deliver timely and actionable insights to inform decision-making and service improvements
•Developing and delivering appropriate outputs (e.g. dashboards, reports, presentations) to meet the needs of stakeholders
•Championing user feedback throughout the Test & Trace user journey to improve service design and delivery, including for less engaged groups
•Playing a key role in the Customer Insight & Analysis team for Customer Experience and collaborating with colleagues
•Liaising with Insight colleagues across government

This role will be home-based with travel to DHSC Test & Trace sites/offices as required. Your salary will be based on your home address and the relevant pay scales under DHSC/Test &Trace Policy. National pay rates will apply to those employees whose permanent place of work is outside of the 40-mile radius of the M25. Test & Trace is moving to the new National Institute for Health Protection in Spring 2021 which may result in some roles being performed from a regional office. This should be taken into account when applying for this role.


You should be
•Naturally curious and able to champion your own learning and development
•Proactive and will take the initiative rather than to see a problem and ignore it
•Keen to share your knowledge and experience

Essential skills / experience / knowledge:
•Experience of qualitative and quantitative research with a wide range of different audiences
•Confidence in working with different types of data – surveys, qualitative research and operational data
•An ability to develop strong relationships with a range of stakeholders to identify evidence needs and work closely and collaboratively with them
•Excellent verbal and written communication skills, with experience in drafting high quality papers/reports, including communicating analysis to non-technical audiences
•Good time management and the ability to work without supervision.
•Confident communicator: able to persuade; negotiate; influence; network; and collaborate
•Ability to get to the heart of an issue

Desirable skills / experience / knowledge:
•Knowledge of related ethical issues in research, including with vulnerable service users


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

  • Making Effective Decisions
  • Working Together
  • Managing a Quality Service
  • Delivering at Pace
  • Technical skills

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

  • Presentation
  • Benefits

    •Learning and development tailored to your role
    •An environment with flexible working options
    •A culture encouraging inclusion and diversity
    •A Civil Service pension

    Things you need to know


    Successful candidates must pass a disclosure and barring security check.People working with government assets must complete checks.

    Selection process details

    This vacancy is using , and will assess your Behaviours, Experience and Technical skills.At application stage, you will be asked to provide a CV and supporting statement.

    At interview stage, you will be assessed on behaviours and technical ability in the form of questions and a presentation.

    Sift and interview dates to be confirmed.

    Please note that due to COVID-19 restrictions, we will not be interviewing face-to-face at this time. All interviews will be conducted remotely via video call. Further information will be provided to candidates in advance of interviews.

    Candidates who pass the interview criteria but are not offered a post will be kept on a reserve list for 12 months and may be offered similar roles across the department. Candidates who are judged to be a near miss at interview may be considered for other positions which may be at a lower grade but have a potential skills match.

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