Insight Manager

Job Description

BACKGROUND This new organisation brings together the free services delivered by the Money Advice Service, The Pensions Advisory Service and Pension Wise.We are an Arms-Length organisation, sponsored by the Department for Work and Pensions, with a joint commitment to ensuring that people have access and guidance to the information they need to make effective financial decisions over their lifetime. The organisationwill also engage with HM Treasury, which is responsible for policy on financial capability and debt advice. Working hand-in-hand with stakeholders throughout the UK, the Money and Pensions Service will ensure that money and pensions guidance is availableto those that need it, adapting to peoples changing needs throughout their lives.The role

• This person is the organisations expert in a specific field of insight. They will predominantly lead insight projects measuring customer feedback and quality of service (particularly satisfaction, customer outcomes and brand health), but will also workacross multiple areas of expertise.
• This person will take full ownership of key strategic research projects from commissioning, supplier and project management, and the presentation of insights.
• This person will build and maintain a strong network of internal and external stakeholders to ensure the insight agenda. They will also develop and maintain strong relationships with partner research agencies to ensure contracts are delivered to specificationand budget.

Key accountabilities

• Commissioning robust and high-quality large-scale market research projects that brings insight to the organisations heart. This work spans all of MaPS service delivery areas including Money Guidance, Pensions Guidance and Debt Advice
• Ensuring the day-to-day management of key insight projects such as the Customer Pulse (satisfaction and outcomes) tracker, the Debt Advice Service Evaluation and the MaPS Brand Tracker. Whilst the core trackers are predominantly quantitative in nature,there may also be involvement in qualitative deep dives, desk research and development of a consumer segmentation.
• Management of partner research agencies to ensure accurate and timely delivery of results, and high standard of service that meets the agreed KPIs and SLAs
• Responsibility for the key management information and corporate KPIs driven by the quarterly survey results, to be accurately delivered to MaPS Executive Leadership Team and Board
• Engaging directly with internal and external subject matter experts and key stakeholders to identify evidence gaps and insight opportunities
• Ensuring MAS consumer segments are at the heart of business decisions
• Extracting, interpreting, summarising and communicating accurate insights to identify performance improvement areas
• Making objective use of qualitative and quantitative data, business information and knowledge to ensure innovative and accurate insights that stand up to external scrutiny are delivered to the business
• Effective management of internal stakeholders and external research agencies and partners to ensure the organisation delivers the right policy agenda

Skills & experience

• Relevant experience in working in market research either in an agency or clientside role. They should be comfortable managing ongoing large-scale tracking projects
• Deep knowledge and demonstrable practical application of conducting or managing customer-focussed primary research projects, ideally with experience in both qualitative and quantitative techniques. They should be proficient in best-practice research design,development of effective research questionnaires, managing fieldwork, research analysis, and reporting.
• Ability to manage third party agencies effectively, ensuring delivery to agreed KPIs and budgets
• Excellent project management and delivery skills with the ability to flag issues and problems in a timely manner
• Experience of engaging and working with subject matter experts and key stakeholders
• Excellent analytical and problem-solving skills with hands- on expertise of designing and utilising complex datasets. Good understanding of statistical techniques, including sample size design, statistical reliability and the application of analytical techniques
• Demonstrable ability to present complex information effectively to different audiences (e.g. senior management, policy makers and industry groups).
• Proficiency in advanced Excel functions (e.g. creating formulas, lookups and references, pivot tables etc). Ability to use PowerPoint and summary reports to tell a succinct business story.

OtherDesirable Experience

• Relevant qualifications relating to market or social research
• Experience working directly with large scale tracking projects
• Experience in producing research and insight that informs strategic commissioning decisions
• Understanding or experience of a related field such as financial capability, financial resilience, over-indebtedness or financial vulnerability
• Experience using SPSS to analyse datasets
• Interest or experience in understanding or applying Behavioural Change / Economics
• Experience in applying customer segmentation to data and insights

OtherDesirable Experience

• Relevant qualifications relating to market or social research
• Experience working directly with large scale tracking projects
• Experience in producing research and insight that informs strategic commissioning decisions
• Understanding or experience of a related field such as financial capability, financial resilience, over-indebtedness or financial vulnerability
• Experience using SPSS to analyse datasets
• Interest or experience in understanding or applying Behavioural Change / Economics
• Experience in applying customer segmentation to data and insights