Customer Insight Manager - Rail Experience & Strategy

Network Rail; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Network Rail is seeking a Customer Research & Insight Manager within the Fares, Ticketing & Retail programme. You will lead customer research, generate insights, and translate findings into strategies to improve passenger experiences.

The role requires collaboration with teams and industry partners to drive evidence-based decisions. The role focuses on developing reporting, performing analyses, and embedding customer-centred thinking across projects, with hybrid working and offices in London or

Qualifications

• Solid understanding of sampling, survey design and qualitative research methods.
• Practical experience with data visualisation tools such as Tableau, Power BI or Looker.
• Strong analytical and communication skills across both qualitative and quantitative research to unearth robust insights and share findings with the programme in an engaging and informative manner and make recommendations to drive design and decision-making.
• Ability to translate insight into actionable commercial recommendations and measure outcomes.
• Strong experience and confidence in facilitating workshops and other collaborative sessions, including preparation beforehand, creation of digital workspaces and visual outputs, and digestion of information afterwards.
• Strong engagement and stakeholder management skills, with the ability to generate enthusiasm, interest and engagement with research and insight.
• Demonstrable experience of managing research projects and suppliers or agencies
• Knowledge of, and proven experience of applying project management principles.
• Confidence using digital facilitation and presentation tools (e.g. Miro).
• Knowledge of data protection regulations and best practice in handling customer data.

Responsibilities

• Lead and conduct research to understand customer needs, behaviours and experiences within the Fares, Ticketing & Retail programme.
• Develop regular insight reporting and performance analysis to turn findings into actionable guidance for strategy and delivery decisions.
• Champion customer-centred thinking across the programme and embed best practice in insights and tools.
• Identify customer risks and opportunities and provide evidence-led recommendations to influence decisions.
• Collaborate with colleagues and industry partners to drive meaningful change.

Skills

Sampling

Survey design

Qualitative research

Data visualisation

Tableau

Power BI

Looker

Analytical thinking

Communication

Workshop facilitation

Stakeholder management

Project management

Digital facilitation

Data protection

Tools

Tableau

Power BI

Looker

Job description

Network Rail is seeking a Customer Research & Insight Manager within the Fares, Ticketing & Retail programme. You will lead customer research, generate insights, and translate findings into strategies to improve passenger experiences.

The role requires collaboration with teams and industry partners to drive evidence-based decisions. The role focuses on developing reporting, performing analyses, and embedding customer-centred thinking across projects, with hybrid working and offices in London or