Customer Research and 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

Our client is looking for a Customer Research and Insight Manager to join their team in Ashington or Durham. If you are passionate about customer voice shaping decision-making and enabling business strategy by promoting a positive, customer-focused culture, they want to hear from you!

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 customers 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.

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.

This vacancy is being advertised on behalf of Gem Partnership Ltd who are operating as an employment agency.

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