Customer Research & Insight Manager

Job title: Customer Research & Insight Manager
Location: Ashington NE63 – Hybrid (up to two days per week working from home)
Contract: Permanent
Salary: £44,983 per annum
Hours: 37 hours per week, Monday to Friday

We are currently recruiting for an experienced Customer Research & Insight Manager to join a leading housing provider in the North East.
This is an excellent opportunity to lead the organisation’s customer research programme, champion the voice of the customer and turn data and insight into meaningful service improvements.

The Role

Reporting to the Assistant Director of Customer Experience, you will develop and deliver a comprehensive customer research and insight programme, helping the organisation understand its customers’ needs, behaviours, perceptions and experiences.

Key Responsibilities:

• Developing and delivering quantitative and qualitative customer research.
• Managing customer satisfaction measurement, including survey design, methodologies, analysis and external research suppliers.
• Leading the oversight of Tenant Satisfaction Measures, ensuring regulatory compliance and producing actionable insight.
• Analysing customer data to identify trends, root causes and opportunities for improvement.
• Mapping end-to-end customer journeys to identify pain points and key moments in the customer experience.
• Producing engaging reports, dashboards and visual presentations.
• Presenting customer insight and performance information to senior leaders, committees and the Board.
• Managing and developing a Customer Research & Insight Analyst.
• Building strong relationships across the organisation and influencing evidence-based decision-making.
• Supporting continuous improvement across customer-facing services.

Candidate Profile

• Experience managing customer, market or social research projects from initial design through to analysis and reporting.
• Strong quantitative research skills, including survey design, data analysis and interpretation.
• Experience managing external research suppliers and key stakeholders.
• The ability to identify trends and root causes and translate complex findings into clear recommendations.
• Experience creating high-quality reports, dashboards and visual presentations.
• Confidence presenting to and influencing senior leaders.
• Strong project management and organisational skills.
• The ability to manage several priorities in a fast-paced environment.
• Excellent written, verbal and visual communication skills.
• A relevant market research or social research qualification, degree or equivalent professional experience.
• A valid driving licence will be required as business travel forms part of the role.

Knowledge of social housing and Tenant Satisfaction Measures would be advantageous.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.
If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk