Head of Customer Research & Insight

Bernicia; Ashington; On-site; GBP 38,000 - 52,000; Full time

Benefits offered by this job

28 days annual leave

Hybrid / from home up to 2 days per wk

Health cash plan

Pension with life insurance 3x salary

Job summary

Bernicia is seeking a Customer Research & Insight Manager in Ashington to lead our customer research programme and shape business decisions with robust insights. This permanent role offers flexible home working up to 2 days per week where relevant, and a salary of £44,983 per annum.

You’ll report to the Assistant Director of Customer Experience and manage the insight function with a strong emphasis on evidence-based improvements.

Qualifications

• Experience managing customer, market or social research projects from design through to analysis and reporting.
• Strong quantitative research skills, including survey design, data analysis and interpretation.
• Experience managing external research suppliers and stakeholders.
• Ability to spot trends and communicate complex findings clearly.

Responsibilities

• Developing and delivering a customer research and insight programme using a range of quantitative and qualitative techniques.
• Managing customer satisfaction measurement, including supplier relationships and analysis frameworks.
• Leading oversight of Tenant Satisfaction Measures (TSMs) and delivering actionable insights.
• Identifying trends and opportunities to improve customer journeys and services.
• Building relationships across the organisation to influence decision making and continuous improvement.

Skills

Research management

Survey design

Data analysis

Supplier management

Executive communication

Dashboard reporting

Project management

Stakeholder engagement

Education

Market Research qualification / degree

Job description

Bernicia is seeking a Customer Research & Insight Manager in Ashington to lead our customer research programme and shape business decisions with robust insights. This permanent role offers flexible home working up to 2 days per week where relevant, and a salary of £44,983 per annum.

You’ll report to the Assistant Director of Customer Experience and manage the insight function with a strong emphasis on evidence-based improvements.