View Vacancy – Senior Customer Insight Officer (ESP21.222)

Due to COVID-19, you may experience some delay in the progress of this recruitment campaign. We are working hard to minimise any disruption. You may find more information in the Additional Information section below.

The British Embassy in Madrid is part of a world-wide network, representing British political, economic and consular interests overseas and is looking to recruit a Senior Customer Insight Officer.

FCDO pursues our national interests and projects the UK as a force for good in the world. We promote the interests of British citizens, safeguard the UK’s security, defend our values, reduce poverty and tackle global challenges with our international partners.

We place emphasis on how we lead and behave towards each other, how we make decisions and how we get the job done to deliver our cultural statement:

• We put respect and kindness first. We are inclusive, we get to know each other, and value our diversity and the contribution we each bring. We are fair, act with integrity, and tackle inequality and unacceptable behaviour. We work together and take responsibility to solve problems.

• We draw on the expertise, insight and diverse perspectives of people across the FCDO, HMG, and beyond. We use the best available data and evidence. We are open to challenge and take a long-term approach. We are transparent about the rationale for decisions and smart about taking and managing risks.

• We are agile and alert to emerging opportunities. We encourage learning, innovation and use of data and digital. We are all clear on what we are expected to deliver and support each other in doing so. We look to reduce duplication and unnecessary process. We are committed to transforming both the FCDO and the way HMG delivers international policy.

About Consular Directorate

Helping British people living, travelling, and working around the world when they are most in need and responding rapidly to crises are FCDO priorities. Consular and crisis work touches the lives of British people in difficult and sometimes extreme circumstances, and this is one of the few ways that most people come into contact with the FCDO. Consular and crisis jobs are, therefore, some of the most rewarding in the FCDO. Consistently high staff survey engagement scores bear out that Consular is a great place to work.

The Directorate is a large, friendly, and diverse one where people enjoy working and where we fully support learning and development. We promote a positive work/life balance and support many types of flexible working. We encourage new ways of thinking and value experience from outside the FCDO.

Purpose of the job

At the heart of delivering a quality consular service, the Customer Insight and Feedback Team provides a centre of support, advice, research and analysis to the consular network.

The Customer Insight and Feedback Team has two main roles:

i.researching service users and other target audiences in order to better understand their perceptions of our service; and

ii.running the feedback process (complaints and compliments) and ensuring that we effectively learn from feedback to improve the way we work.

Our team lead in either insight or feedback, but all of us work across both these areas. You will

• play a key role in managing customer sample for our satisfaction research programmes;
• lead on the promotion and implementation of our customer research opt-in programme, #askcustomers
• take a leading role in communicating and promoting the wider work of the team
• manage the CIFT team’s interactions with other FCDO IT systems and ensure our needs are met when systems are designed and implemented;
• Provide advice and guidance to colleagues developing surveys, helping build capability across Consular;
• lead and manage deep dives and other research, with support from the Grade 7.

As a result, you will make a variety of contributions to the Team’s ability to report on the key performance indicator for customer satisfaction and to promote and ensure the use of research and evidence more widely.

This is a unique and stimulating role that will:

• Provide you with the opportunity to directly influence staff and service processes
• Bring you into contact with a wide range of stakeholders both in the UK and overseas
• Give you responsibility for managing an initiative crucial to the success of our insight programme, and ability to deliver the required key performance indicator for Consular Directorate
• Develop your research and insight experience, change management, policy, communications and service delivery skills on one of Consular Directorate’s key priorities.

The position is based in the Spain network (despite is by default mentioned to be Madrid).

Excellent verbal and written communication skills enabling effective communication in English (minimum C1 level);

Knowledge and understanding of market research and customer insight principles and practice;

Budget management experience.