Customer Insights Manager

Mitie Group plc.; Metropolitan Borough of Solihull; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading service provider in the UK is looking for a Customer Insight Lead to shape their customer relationships through actionable insights. You will analyze NPS data, customer feedback, and market research to drive decisions that enhance client engagement. The ideal candidate will have strong analytical skills, experience in customer insight, and a collaborative mindset to influence strategies. If you're passionate about data-driven decision-making and want to impact a market-leading organization, we invite you to apply.

Qualifications

• Strong experience in customer insight and NPS analysis.
• Hands-on experience with Voice of Customer programmes.
• Ability to connect data to business priorities.

Responsibilities

• Lead the customer insight strategy and design research programmes.
• Turn complex data into engaging dashboards and narratives.
• Collaborate with marketing and sales to ensure insights influence campaigns.

Skills

NPS analytics

Market research

Data visualisation

Project management

Stakeholder engagement

Qualitative research

Tools

Excel

Tableau

Power BI

Job description

Role: Customer Insight Lead

Join Mitie's award‑winning Marketing & Sales team and play a key role in shaping how we understand and grow our customer relationships. You'll bring together NPS data, customer feedback, and market research to create clear, actionable insight that strengthens client relationships and supports confident decision‑making.

Responsibilities

Lead the customer insight strategy, design research programmes, and analyse customer journeys to identify opportunities for improvement and competitive advantage. Turn complex data into engaging dashboards and compelling narratives. Collaborate with marketing, sales, and bid teams to ensure insights influence campaigns and propositions; present recommendations to senior leaders, manage budgets and external partners; champion the use of AI and new technologies to enhance how insight is generated across the business.

Qualifications

• Analytically strong, with a proven background in NPS analytics, customer insight, or market research
• Strategic, able to connect data to wider business priorities and market shifts
• Emotionally intelligent, comfortable influencing senior leaders and building trust
• Self‑directed, spotting opportunities and moving them forward with confidence
• Collaborative, working naturally across teams to create insight‑led change
• Impact‑focused, committed to showing the value of your work
• A clear communicator, able to turn complex data into stories people connect with
• Versatile, with experience across B2B and/or B2C environments

Skills & Experience

• Strong experience in customer insight, NPS analysis, and research methodologies
• Hands‑on experience with Voice of Customer programmes, including:
  • Closed‑loop feedback
  • Stakeholder engagement and communication
  • Root‑cause analysis
• Confident with both qualitative and quantitative research
• Skilled at synthesising data, spotting patterns, and developing customer personas
• Strong data visualisation skills (Excel, Tableau, Power BI)
• Experience managing research budgets and external agencies
• Excellent project management and attention to detail
• Strong written and verbal communication skills (PPT skills a plus)

Ready to Make an Impact

This is a high‑visibility role where your insight will help shape decisions, influence strategy, and create meaningful commercial outcomes. If you're excited by the idea of using data to shape the future of a market‑leading organisation, we'd love to welcome you into the team.