Customer Research & Insight Manager

Company
Nigel Wright is working with an established not-for-profit organisation in their search for a Customer Insight & Research Manager. Are you passionate about championing the customer’s voice, influencing decision-making, and driving a business strategy rooted in customer-first thinking? If so this could be a fantastic opportunity for you. NB - this role will be based 3 days out of our clients offices in Northumberland.

The Role
About the Role
As the Customer Research & Insight Manager, you'll play a crucial role in gathering and interpreting customer insights, ensuring the customers' perspectives shape key business decisions. Your work will drive a culture of customer-centricity and continuous improvement.

Key responsibilities include:

• Designing and delivering a research and insights program that deepens customer understanding, using a range of methodologies.
• Establishing a robust customer satisfaction measurement solution, overseeing supplier relationships, and refining questionnaire design, contact strategies, and analytical frameworks.
• Mapping out the full customer journey, identifying pain points, and ensuring a seamless and responsive experience.
• Leading Customer Satisfaction Measure oversight—managing external research partners, ensuring regulatory compliance, detecting trends, and translating results into impactful insights through compelling storytelling.
• Managing a Customer Research & Insight Analyst to develop customer segmentation models based on multiple attributes—creating personas that inform business strategies and enhance service delivery.

Experience and Skills
We’re looking for someone who is naturally curious and passionate about leveraging customer insights to drive change. The ideal candidate will bring:

• Proven experience in market or social research, with relevant qualifications such as the Market Research Society Advanced Certificate or equivalent experience.
• Expertise in conducting and managing quantitative research, from survey design through to analysis.
• Strong communication skills, with the ability to present insights clearly and adapt messaging for different audiences.
• Confidence in working with stakeholders at all levels, including senior leadership.
• The ability to manage multiple projects at pace, prioritising effectively to meet business needs.

If you're ready to take on a role where your work directly influences strategy and enhances the customer experience, we’d love to hear from you!