Customer Research & Insight Manager

Customer Research & Insight Manager

Location: Ashington or Durham

Contract: Permanent

Hours: 37 per week (Mon-Fri)

Salary: £43,336 per annum

Closing Date: 9:00am, 16th June 2025.

Are you passionate about customer voice shaping decision-making and enabling business strategy by promoting a positive, customer-focused culture? If so, then our Customer Research & Insight Manager post is for you!

The Benefits:

• 28 days annual leave (plus bank holidays) based on a full-time role
• Working from home up to 2 days a week
• Health cash plan membership so you can save money by claiming cash back – over £1000 each year - towards essential healthcare such as dental, optical, physio and loads more. We’ll also cover the costs of including any dependent children in the scheme – up to the age of 21 or 24 if in full time education – that you may have.
• Access to savings on gym memberships plus cash back and discounts on purchases from major retailers including supermarkets, travel, cinema and more.
• Generous pension scheme with life insurance of 3 x salary

About the role:

• Develop, manage and deliver a research and insights program using a variety of research techniques which drives customer understanding, to ensure the voice of our tenants are both considered and involved in business decisions
• Identify a solution for, and then manage the collection of customer satisfaction. Manage supplier relationships, agreeing methodology, questionnaire design, contact strategy and analysis framework
• Understand and map the end to end customer journey and measure to determine pinch points and moments of truth
• TSM oversight to include the managing of supplier relationships, ensuring methodology delivers robust results and is compliant with regulatory requirements, identifying trends and outliers and converting the results into actionable insight, bringing to life through visual storytelling
• Manage a Customer Research & Insight Analyst and collectively deliver a customer segmentation based on multiple attributes to develop profiles and personas, which then inform business change and drive continuous improvement.

About you:

Successful candidates will need:

• A passion for insight and a natural curiosity about customers and data
• A relevant Market Research, Social Research qualification or equivalent on the job experience. Relevant qualifications include Market Research Society Advanced certificate, and social science-related degrees with a substantial quantitative research component.
• Knowledge and experience of managing quantitative research projects (including survey design and analysis) beginning to end.
• Confidence to work with a range of internal and external stakeholders, including senior leaders.
• Excellent spoken, written and visual communication skills, with the ability to adapt style and outputs to the varying needs of different audiences.
• Ability to work at pace and can prioritise and project manage a number of tasks at once

About us:

• We’re all about helping people in need of housing. We believe a good home makes lots of other things possible, so we provide great homes and services that do just that.
• Our client has built their business to be a business that people want to be a part of. We’re one of the North East’s largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers.
• Everything about our client is people focused, that’s why we’ve held the Investors in People Gold Award since 2010.
• We operate within a set of simple, but effective values, which blend perfectly to create our unique ‘Bernicia Way’ culture. This ensures we are customer focused, through working together, respecting each other, being accountable for our actions and demonstrating integrity and leadership.

Please note you may be required to drive for business, if this forms a requirement of the role.

If this is required, you will be required to hold a current and valid driving licence.