Senior Customer Insights and Research Manager

Job Description

Senior Customer Insights and Research ManagerLooking for a customer experience expert ideally from the client sideDesciption: The Senior Customer Insights & Research Manager is responsible for leading a best practice customer insight discipline. This role sits within an intelligence function helping drive data driven decisions.You will be responsible for leading and managing our voice of customer programme as well as providing a centre of excellence to stakeholders with specific research needs. You will work closely with regional, product and operational teams to build insightsinto their customers, markets, products, and new business opportunities. You will be responsible for bringing the voice of the customer to the centre of the business by creating feedback loops, developing training, and fostering a culture of customer-centricityand information sharing.You will be experienced in both qualitative and quantitative research; from scripting surveys, analysing verbatims, managing and delivering customer insight projects, working with data, data extraction and manipulation, and delivering management reporting.You will be naturally inquisitive and have a desire to integrate customer, operational and employee insight to drive business change.Strong stakeholder engagement and communication skills are essential to clearly portray the actionable insights back to senior leadership teams and the wider organisation enabling stakeholders to drive actions that improve our customers experience.Responsibilities:

• Lead, develop, manage and systematically analyse customer insight and feedback from continuous Voice of Customer studies (e.g. Relationship, Transactional and Product Surveillance surveys), providing recommendations to the businesses to improve their productsand services
• Support business objectives through a mix continuous and ad hoc research. Delivering insight and analysis by utilising a variety of primary and secondary methodologies (including surveys and advisory boards)
• Share and socialize actionable customer insights in an engaging way to senior leadership and the wider organisation to ensure common understanding and foster a culture of customer-centricity and information sharing.
• Own and continuously develop a series of dashboards that help share Voice of Customer insights and create a culture of customer ownership throughout the business.
• Partner with the regional, product and operational teams to define a fit for purpose research programme, that answers business questions and helps shape business plans.
• Ability to look at other sources of insight and data to add context and understanding - exploring trends and integrating customer with operational and employee data.
• Provide expert advice and guidance to stakeholders around the business to support their research and intelligence requirements.
• Brief and manage external agencies to deliver meaningful, actionable insight
• Compile, organise and maintain a central database of customer intelligence and corresponding deliverables
• Develop robust processes in the execution of work and keep processes updated and maintained on the global BMS System.

Required skills and experience:

• Educated to Degree level or equivalent in marketing, statistics or similar
• Experience of working within a marketing, customer experience, market research or analysis function
• Proven experience in designing and executing a range of quantitative and qualitative research methodologies, including questionnaire design and scripting, and survey analysis.
• An expert in working with data, data extraction and manipulation, as well as analysing verbatims.
• Ability to communicate clearly and explain complex analyses in a clear, concise and engaging way to a range of stakeholders across multiple geographies and a wide range of audiences (including senior leadership)
• Experience of creating dashboards and other innovative ways of presenting data such as infographics
• Strong ability to tell a story from data
• Advanced Excel skills
• Passion for understanding consumer behaviour and psychology
• Ability to manage multiple projects at the same time and deliver against deadlines
• Understanding of GDPR and best practice research guidelines to ensure the legal and ethical collection of market research data

Services advertised by Gold Group are those of an Agency and/or an Employment Business.We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.