Customer Insights Lead

Gousto; Greater London; Hybrid; GBP 42,000 - 65,000; Full time

Job summary

Gousto in London is seeking an Insight Executive to champion the voice of the customer within a fast-paced, hybrid-work environment. Based in our London office and reporting to the Insights Manager, you will oversee established research programmes and deliver small-to-medium ad hoc projects to inform product, service and marketing decisions.

Working with the Customer team, cross-functional tribes and Marketing, you will translate findings into actionable insights, build strong relationships with

Qualifications

• Experience in a consumer insights or market research role with primary and secondary quantitative and qualitative research.
• Experience using a range of research methods and tools such as online research, surveys, customer panels, interviews and focus groups.
• Able to utilise AI tools for research and insights.
• Experience working alongside external research agencies and suppliers.
• Skilled in analysing customer feedback or managing tracking programmes such as NPS or brand surveys.
• Strong project management skills with the ability to manage multiple projects and meet deadlines.
• Adept in analytical problem solving and data-driven decision making.
• Able to translate research findings into actionable insights that inform product, CX and marketing decisions.

Responsibilities

• Manage Gousto’s NPS programme, identifying shifts in customer sentiment and communicating actionable insights to relevant teams.
• Manage Gousto’s 3,000-member customer panel, maintaining engagement and generating high-quality insights.
• Oversee the agency relationship and monitor panel health and representation, recommending improvements as needed.
• Lead small-to-medium ad hoc research projects, selecting appropriate qualitative and quantitative methodologies.
• Ensure research is accurate, well managed and delivered in line with agreed timings and objectives.
• Translate research findings into clear insights, persuasive stories and practical recommendations.
• Support senior team members in delivering larger and more complex insight projects.
• Contribute to research design, questionnaire and discussion-guide development, fieldwork, analysis and reporting.
• Integrate primary research, secondary sources and existing business data to build a rounded understanding of customers.
• Build productive relationships with teams across Gousto and develop a strong understanding of their priorities.
• Work collaboratively with stakeholders to identify customer knowledge gaps and translate business questions into clear research objectives.
• Support teams in interpreting and applying insight to product, CX and marketing decisions.

Skills

Consumer insights

Market research

NPS management

AI in research

Project management

Data storytelling

Job description

Gousto in London is seeking an Insight Executive to champion the voice of the customer within a fast-paced, hybrid-work environment. Based in our London office and reporting to the Insights Manager, you will oversee established research programmes and deliver small-to-medium ad hoc projects to inform product, service and marketing decisions.

Working with the Customer team, cross-functional tribes and Marketing, you will translate findings into actionable insights, build strong relationships with