Head of Customer Insight

dmg:media; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Daily Mail is seeking an experienced Head of Customer Insight to lead a comprehensive, always-on customer insights function. You will build and own a continuous programme of qualitative and quantitative research, partnering with Brand, Product, Commercial, Strategy and external agencies to deliver actionable insights.

You will ensure insights are accessible via self-serve tools, dashboards and regular stakeholder engagement, while embedding customer thinking into planning, pricing, roadmaps and

Qualifications

• Experience leading mixed-methods research (qual & quant).
• Ability to commission and interpret large-scale segmentation studies.
• Proven track record building scalable insight archives and tooling.
• Skilled in presenting insights to senior leadership.

Responsibilities

• Build and own the ongoing customer insights programme, coordinating qualitative and quantitative research.
• Make insights accessible via self-serve tools, dashboards and regular reporting.
• Integrate customer thinking into planning, roadmaps and pricing through KPI-aligned decision flows.
• Maintain a living segmentation framework and refresh with new data.
• Translate insights into prioritisation and strategic bets for audience targeting and brand.
• Drive change management to embed customer segmentation across teams.
• Oversee Brand Tracking across UK, US and Australia to inform marketing decisions.
• Uphold high standards for the use of customer insight across the organisation.

Skills

Customer insights leadership

Qualitative & quantitative research

Stakeholder engagement

Team management

AI for insights

Job description

Location: HSK, London, W8 5HY

Position: Full Time/Permanent

About the role

We’re looking for an experienced and engaging audience insight leader who can help us integrate customer-first thinking across the Daily Mail.

MainResponsibilities

This role will be responsible for:

• Building and owning our “always-on” customer insights function - heading a continuous, prioritised programme of qual and quant research - and liaising with Brand, Product, Commercial, Strategy and third party partners to ensure insights serve all well
• Making insight on our customer segments is easily accessible to the business, through self-serve, team-specific tools and regular reporting and stakeholder engagement
• Integrating customer thinking into decision flows (planning, commissioning, roadmaps, pricing) both before and after KPI setting
• Making sure our customer segmentation is a living, iterative framework - resized against new data and revisited regularly
• Working alongside teams to turn insight into prioritisation and strategic bets, helping translate segments into clear calls on which audiences to win, positioning, value proposition and brand, and help defend those trade-offs at a leadership level
• Driving cultural adoption and change management - embedding customer segments into day-to-day thinking, upskilling teams
• Managing Brand Tracking across the UK, US and Australia, and using this tracking to inform marketing strategy and business decisions
• Driving high standards for how customer insight is used across the organisation

Person Specification

We’re looking for a confident Head of Customer Insight - you’ve likely already done this role, or you’re a highly experienced insight Lead. You’re;

• Used to seeing gaps where Insight can better serve an organisation
• Used to setting the insight agenda, not just being given briefs to complete
• Confident in commissioning, designing and leading qualitative and quantitative mixed-methods research
• Able to scope, commission, quality-assure and interpret both in-house qualitative and large-scale quantitative research (segmentation surveys, cluster analysis, pricing/WTP work), directing agencies and internal analysts with confidence
• Track record of building insight archives and tooling that scale access to insights
• Happy presenting, dissecting and debating insight at a senior level
• Experienced in hiring and managing a small team (1-2 reports) and using AI to extend the reach and support of insight across an organisation

Our Commitment

We are committed to increasing diversity and maintaining an inclusive workplace culture. We welcome applications from all qualified candidates regardless of their ethnicity, race, gender, religious beliefs, sexual orientation, age, marital status, or disability.

We are Disability Confident Committed. Please let us know if you require any recruitment documentation in other formats or if you require reasonable adjustments to be made during the recruitment process. Please be assured that any such information will be held separately to your recruitment application and will not be considered as part of the selection process.