Customer Insight Manager

IGD; Watford; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Pension

Bonus scheme

Buy/sell annual leave

Medical insurance

Job summary

IGD is seeking a Customer Insight Manager to lead the customer research and insight programme, translating data into actionable recommendations that boost business performance, product development, customer engagement and social impact initiatives.

You will collaborate with stakeholders across IGD to deepen understanding, identify growth opportunities and embed a data-led culture, supported by Analysts and external partners.

Qualifications

• 5+ years experience in a customer insight or research role.
• Experience designing and analysing customer surveys.
• Experience managing and delivering projects with external partners.

Responsibilities

• Lead IGD's customer research and insight programme to drive business performance.
• Partner with stakeholders to deepen customer understanding and identify growth opportunities.
• Design, commission and deliver research projects; manage agencies and partners.
• Develop audience segments and customer insights for propositions and content planning.
• Create actionable recommendations by combining behavioural analytics with business priorities.

Skills

Customer research

Data storytelling

Stakeholder management

AI & Power BI

Project management

Agency management

B2B / publishing context

Analytical mindset

Tools

Power BI

Job description

We’re proud to be a Great Place to Work, where our people are empowered to grow, inspired to lead and ready to make a difference. At the heart of that experience is how we attract, welcome, and support new colleagues to join us.

That’s where you come in.

We’re looking for a Customer Insight Manager who will lead our customer research and insight programme, transforming data into actionable recommendations that drive business performance, product development, customer engagement and social impact initiatives.

You will partner with stakeholders across the organisation to deepen customer understanding, identify growth opportunities, and embed a data-led culture. Combining your own analysis with support from Data Analysts and external research partners, you will act as a trusted advisor, ensuring insights translate into measurable business outcomes.

What you'll do

Customer Research & Understanding

• Own and evolve IGD's customer feedback programme, including customer satisfaction, NPS and brand perception measurement; driving continuous improvement through automation, best practice and emerging customer insight technologies.

• Design, commission and deliver customer research projects that deepen customer understanding and inform business priorities.

• Manage research partners and agency relationships to deliver high-quality insight programmes.

• Develop audience, customer and market understanding to support proposition development, content planning and customer engagement strategies.

• Working closely with our marketing department, own and develop customer insight materials and segmentations (for example client personas and our job function segmentation) that support organisational understanding and planning.

Data Culture & Capability

• Own regular insight generation bringing together behavioural analytics, customer feedback and an understanding of business priorities to create clear, actionable recommendations.

• Support on new data insight programmes, working with Data Analysts to set up and deliver these across the organisation.

• Create and drive best practice in insight generation that is customer focused, actionable and tied to business priorities, growing capability across the data team and in teams across IGD.

What we’re looking for

• Over 5+ years experience working in a customer insight or research role, with strong experience in customer survey design, analysis and insight delivery.

• Ideally experience in a B2B, digital publishing or an insights business.

• Excellent data storytelling skills, with experience presenting insights and recommendations that clearly identify actions and decisions the organisation needs to make.

• Experience managing and delivering projects, ideally within a consultancy, retailer, manufacturer or industry body.

• Experienced with primary research methodologies.

• Strong analytical and commercial mindset, with a passion for turning data into business value.

• Ability to communicate complex concepts clearly and influence stakeholders at all levels.

• Experience using AI, Power BI and other analytical techniques to generate insights.

• Experience managing external agencies, suppliers or research partners.

• Naturally curious, customer-focused and proactive in identifying opportunities for improvement.

• Well organised, with the ability to manage multiple priorities and deliver results.

• Knowledge of the grocery industry, or the aptitude and enthusiasm to develop this knowledge quickly.

The rewards

We offer a range of benefits, including a market leading pension, a bonus scheme, the ability to buy and sell annual leave plus a generous medical insurance package. You will have a great work-life balance, where you are empowered & trusted to manage your time.

The location

We are operating a hybrid approach to working with a mix of home and office-based working. We are based in a very accessible location within the M25, just 20 miles from Central London.

Our behaviours

We’re hungry for better

We solve it together

We make it happen

We say what needs to be said

More about our people

We’re looking for inspiring professionals; talented people who seek personal and career growth and are ambitious to develop their potential and unlock opportunities for society, for our clients and themselves.

We seek and attract the very best people and create an environment that supports and includes them. We aim to encourage a culture where people can be themselves and be valued for their contribution. We welcome applications from diverse candidates. Please discuss any adjustments that you may require throughout the selection and assessment process.

More about IGD

We are a strategic insight foresight and learning organisation. Here to unite the industry and benefit society. We invest all our profit into Social Impact.

We foster collaboration through a broad range of forums, bringing together businesses, policymakers, and thought leaders. By providing evidence-based insights, credible research, and strategic foresight, we help organisations make informed decisions that benefit their operations and contribute to the collective good of society.