Customer Research & Insight Manager

Customer Research & Insight Manager

Location:

Ashington or Durham

Contract:

Permanent

Hours:

37 per week (Mon-Fri)

Salary:

£43,336 per annum

Closing Date:

5pm, 9th May 2025

About the role:

• Develop, manage, and deliver a research and insights program using various techniques to enhance customer understanding and ensure tenant voices are considered in business decisions.
• Identify solutions for, and manage the collection of, customer satisfaction data. Oversee supplier relationships, including methodology, questionnaire design, contact strategy, and analysis framework.
• Understand and map the end-to-end customer journey, measuring to identify pinch points and moments of truth.
• Manage TSM oversight, ensuring methodology robustness, compliance with regulations, trend analysis, and converting results into actionable insights through visual storytelling.
• Lead a Customer Research & Insight Analyst to deliver customer segmentation profiles and personas that inform business improvements.

About you:

• A passion for insight with a natural curiosity about customers and data.
• Relevant qualifications such as Market Research Society Advanced certificate or social science degrees with quantitative research experience.
• Experience managing quantitative research projects, including survey design and analysis.
• Confidence working with internal and external stakeholders, including senior leaders.
• Excellent communication skills, adaptable to different audiences.
• Ability to work at pace, prioritize, and manage multiple tasks effectively.

Benefits:

• 28 days annual leave plus bank holidays.
• Working from home up to 2 days per week.
• Health cash plan saving over £1000 annually on healthcare costs, including coverage for dependents.
• Savings on gym memberships, discounts on retail, travel, cinema, and more.
• Generous pension scheme with life insurance of 3x salary.

About us:

• We are dedicated to helping people find housing, believing a good home enables other opportunities.
• As one of the North East’s largest housing providers, we serve over 60,000 customers through building, renting, selling, and managing homes.
• We hold the Investors in People Gold Award since 2010, emphasizing our people-focused culture.
• Our values—customer focus, working together, respect, accountability, integrity, and leadership—are embodied in the ‘Bernicia Way’ culture.

Please note, driving may be required for this role, and a valid driving license is necessary if so.

For more information, contact:

Lynne Pitwood on 07899946842

We reserve the right to close this vacancy earlier if we receive a high volume of applications.

We are committed to promoting equal opportunities and encourage applicants from underrepresented groups.