Customer Research and Insights Manager
New Today
The Customer Research and Insights Manager will lead and manage customer research initiatives to support data-driven decision-making
Client Details
A leader in their field
Description
Develop and implement a robust customer research framework, including surveys, focus groups, interviews, and observational studies. Identifying gaps in CFL's knowledge of the Customer exists and implementing research methodologies to address.
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Working collaboratively with CX and other stakeholders manage the Customer Experience Measurement platform.
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Establish the survey and research methodologies, metrics, samples and frequencies to deliver a robust and statistically valid measurement of Customer Experience for both B2C and B2B.
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Analyse customer feedback and behavioural data to identify trends, pain points, and opportunities for improvement.
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Working with CX and internal teams ensure insights are activated
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Lead the design and execution of research projects to explore customer satisfaction, trust, accessibility, and service perceptions.
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Collaborate with internal teams to translate insights into actionable recommendations that enhance customer experience and operational performance.
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Manage relationships with external research agencies and customer experience measurement provider and ensure high-quality, ethical research and data practices.
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Produce clear, compelling reports and dashboards for internal stakeholders, and other external bodies. Ensuring results, insight and improvements are effectively communicated into the business and to internal and external stakeholders.Profile
Minimum 5 years' experience in customer research, insight, or market analysis roles.
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Degree or professional qualification in Market Research, Psychology, Sociology or related field.
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Strong expertise in both qualitative and quantitative research methods inc Understanding of statistics, sample sizes and best fit research methodologies.
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Proficiency in data analysis tools (e.g., Power BI & Excel) and survey and Customer Experience measurement platforms. Familiar with technologies that summarise high volume unstructured data and free text comments.
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Ability to identify significant trends & themes within large data sets.
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Experience managing customer research projects.
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Ability to communicate complex insights clearly, to a variety of audiences and make confident actionable recommendations.
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Experience in stakeholder engagement and cross-functional collaboration.
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Demonstrable knowledge of customer experience principles and socio-demographic trends..Job Offer
Competitive salary ranging from £50,000 - £65,000
Permanent contract offering stability and career growth.
Based in the West of Scotland a scenic location with excellent transport links
- Location:
- Glasgow
- Job Type:
- FullTime
- Category:
- Marketing