Customer Research & Insight Manager

Bernicia; Durham; Hybrid; GBP 44,000; Full time

Job summary

An established industry player is seeking a passionate Customer Research & Insight Manager to shape decision-making and promote a customer-focused culture. In this pivotal role, you will develop and manage a comprehensive insights program, ensuring that tenant voices influence business strategy. Your expertise in quantitative research and stakeholder engagement will be crucial in analyzing customer journeys and presenting insights effectively. This innovative firm offers a collaborative environment with excellent benefits, including flexible working options and a generous pension scheme, making it an exciting opportunity for the right candidate.

Benefits

28 days annual leave

Working from home up to 2 days a week

Health cash plan membership

Savings on gym memberships

Generous pension scheme with life insurance

Qualifications

• Relevant qualification in Market or Social Research or equivalent experience.
• Experience managing quantitative research projects from design to analysis.

Responsibilities

• Develop and deliver a research and insights program to enhance customer understanding.
• Manage customer satisfaction data collection and analysis framework.

Skills

Quantitative Research Management

Stakeholder Engagement

Data Analysis

Communication Skills

Education

Market Research Society Advanced Certificate

Degree in Social Science

Job description

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

Are you passionate about customer voice shaping decision-making and enabling business strategy by promoting a positive, customer-focused culture? If so, then our Customer Research & Insight Manager post is for you!

The Benefits:

• 28 days annual leave (plus bank holidays) based on a full-time role
• Working from home up to 2 days a week
• Health cash plan membership, saving over £1000 annually on healthcare costs such as dental, optical, physio, and more. Dependents under 21 or 24 in full-time education are covered.
• Savings on gym memberships, cashback, and discounts from major retailers including supermarkets, travel, cinema, and others.
• Generous pension scheme with life insurance of 3x salary

About the role:

1. Develop, manage, and deliver a research and insights program using various techniques to enhance customer understanding and ensure tenant voices influence business decisions.
2. Identify solutions and manage the collection of customer satisfaction data, including managing supplier relationships, methodology, questionnaire design, contact strategy, and analysis framework.
3. Map the end-to-end customer journey, identify pinch points, and moments of truth.
4. Oversee supplier relationships, ensure methodologies deliver robust and compliant results, analyze trends and outliers, and present insights through visual storytelling.
5. Manage a Customer Research & Insight Analyst to deliver customer segmentation profiles and personas, informing business improvements.

About you:

• Passion for insight, curiosity about customers and data.
• Relevant qualification in Market or Social Research, or equivalent experience. Examples include Market Research Society Advanced Certificate or social science degrees with quantitative research components.
• Experience managing quantitative research projects from design to analysis.
• Confidence working with internal and external stakeholders, including senior leaders.
• Excellent communication skills—spoken, written, and visual—with adaptability for different audiences.
• Ability to work at pace, prioritize, and manage multiple tasks effectively.

About us:

• We focus on helping those in need of housing, believing a good home enables many 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 are committed to our people, holding the Investors in People Gold Award since 2010.
• Our culture, the ‘Bernicia Way,’ emphasizes customer focus, teamwork, respect, accountability, integrity, and leadership.

Please note: You may be required to drive for business purposes, and a valid driving license is necessary if so.

For more information, please contact:

Lynne Pitwood on 07899 946842

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

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The Group is fully committed to promoting equal opportunities and encourages applicants from underrepresented groups at Bernicia.