Customer Insight Executive

Cambridge University Press & Assessment; Hartford; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

28 days annual leave

Private medical & PHI

Discretionary annual bonus

Group pension scheme

Life assurance

Green travel schemes

Job summary

Cambridge University Press & Assessment is seeking a Senior Customer Insight Executive to own high-value research, influence senior stakeholders, and ensure robust evidence informs decisions across the English business.

You will scope and manage quantitative and qualitative research, translate evidence into compelling narratives and enable senior stakeholders to respond confidently to customer needs, market developments, opportunities and risks.

Qualifications

• Experience in insight/research-based role.
• Experience with quantitative and qualitative research design, scoping through to analysis and reporting.
• Strong analytical skills to interpret data and translate findings into actionable recommendations.
• Experience owning and delivering multiple insight projects with deadlines.
• Experience managing external research agencies and project budgets.
• Strong communication and presentation skills to influence stakeholders.
• Customer-focused and commercially aware with degree or equivalent experience.

Responsibilities

• Own the delivery of customer, market and competitor insight to create competitive advantage.
• Scope and manage research projects within agreed objectives, timelines and budgets.
• Design robust research materials, manage agencies, analyse findings and produce reports.
• Shape customer panels and translate feedback into actionable insight.
• Present insights to senior decision-makers and influence strategic decisions.

Skills

Insight research

Quantitative research

Qualitative research

Stakeholder influence

Project management

Communication skills

Presentation skills

Education

Degree or equivalent

Job description

Join our Customer Insight team at an important point in the evolution of insight across the organisation. This is an opportunity to take ownership of high-value research, influence senior stakeholders and ensure that robust evidence and the customer voice inform decisions across our English business.

As Senior Customer Insight Executive, you will own and influence the delivery of customer, market and competitor insight that creates competitive advantage for the English business. You will scope and manage quantitative and qualitative research, translate evidence into compelling narratives and recommendations, and enable senior stakeholders to respond confidently to customer needs, market developments, opportunities and risks. Your remit will span customer insight and market and competitor intelligence, enabling you to connect evidence from multiple sources, build a rounded view of the external environment and strengthen evidence-led decision-making across the organisation. Additional responsibilities and accountabilities include:

• Own the implementation and day-to-day delivery of a portfolio of quantitative and qualitative research projects, working within agreed objectives, methodologies, timelines and budgets to deliver high-quality insight and demonstrable business value.
• Design robust research materials, including questionnaires and topic guides; manage agency relationships; analyse and synthesise findings; and produce clear, influential reports and presentations for varied stakeholder audiences.
• Oversee customer panels, working across the organisation to define research questions, design and moderate activities, maintain participant engagement, monitor costs and convert feedback into actionable insight.
• Proactively shape panel activity and build engagement across the business so that panels are used effectively and insight is shared widely.
• Independently scope, manage and deliver elements of market and competitor research, identifying emerging risks and opportunities and communicating their implications to senior stakeholders.
• Build and sustain a network of competitor champions to ensure regional perspectives are represented in reporting and analysis.
• Present customer, product, market and competitor insight to senior decision-makers and project groups, using evidence-based recommendations to challenge thinking and improve decisions.

This position has been classified as a hybrid role, requiring the selected candidate to typically spend 40-60% of their time collaborating and connecting face-to-face at their dedicated location. Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should you require adjustments due to a disability or long-term health condition.

Are you an insight professional who can turn complex customer, market and competitor evidence into clear recommendations that shape strategic and commercial decisions? You are an experienced insight professional who can turn customer, market and competitor evidence into clear, commercially relevant recommendations. You combine strong analytical judgement with effective project delivery and the confidence to influence stakeholders across different teams and regions.

Essential skills and experience

• First‑hand experience working in an insight/ research‑based role.
• First‑hand experience of applying quantitative and qualitative research methodologies, from research design and scoping through to analysis and reporting.
• Strong analytical skills, with the ability to interpret information from multiple sources and translate complex findings into clear, actionable recommendations.
• Demonstrable experience of owning and delivering multiple insight or research projects, while maintaining quality and meeting competing deadlines.
• Experience of managing external research agencies, suppliers and project‑level spend.
• Strong communication and presentation skills, with the ability to communicate insight in compelling formats and influence stakeholders at different levels.
• A customer‑focused and commercially aware approach, supported by a degree or equivalent relevant industry experience.

Desirable criteria

• Experience of delivering insight within an international or global organisation.
• Knowledge and understanding of the English language learning and assessment sector.
• Experience of managing customer panels, insight communities or structured customer‑feedback programmes.
• Experience of conducting market and competitor analysis.

Cambridge University Press & Assessment is an approved UK employer for the sponsorship of eligible roles and applicants under the Skilled Worker visa route. Candidates will be subject to satisfactory background checks, including DBS, due to working in a regulated industry. We are committed to an equitable recruitment process. Applications must therefore be submitted through our official online application procedure.

Why join us

Joining us is your opportunity to pursue potential. You will belong to a collaborative team that is exploring new and better ways to serve students, teachers and researchers across the globe, for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress in an environment that embraces difference, change and aspiration. Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it is safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics, cultural background or social class/background. We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities and actively seek to employ people from a wide range of different communities.

Rewards and benefits

• 28 days annual leave plus bank holidays
• Private medical and Permanent Health Insurance
• Discretionary annual bonus
• Group personal pension scheme
• Life assurance up to 4 x annual salary
• Green travel schemes