Senior Customer Insight & Experience Leader

Bernicia Group; Ashington; On-site; GBP 40,000 - 49,000; Full time

Benefits offered by this job

28 days leave

WFH up to 2 days/week

Health cash plan

Gym discounts and rewards

Pension with life insurance

Job summary

Bernicia Group in Ashington is seeking an experienced Customer Research & Insight Manager to lead our customer research programme and shape business decisions through robust evidence and insights. You will work with colleagues across the business to ensure the customer voice informs decision making at every level.

You’ll manage a range of research techniques and oversee Tenant Satisfaction Measures. Reporting to the Assistant Director of Customer Experience, you will build relationships to

Qualifications

• Experience of managing customer, market or social research projects from design to reporting.
• Strong quantitative research skills, including survey design, data analysis and interpretation.
• Experience managing external research suppliers and stakeholders.
• Ability to spot trends, identify root causes and communicate complex findings in a simple, engaging way.
• Excellent presentation, written and visual communication skills, including creating impactful reports and dashboards.
• Confidence influencing and presenting to senior leaders and a variety of stakeholders.
• Strong project management and organisational skills, with the ability to manage multiple priorities at pace.
• Excellent spoken, written and visual communication skills, with the ability to adapt style and outputs to the varying needs of different audiences.
• Ability to work at pace and can prioritise and project manage a number of tasks at once.
• A relevant Market Research, Social Research qualification, degree or equivalent experience.

Responsibilities

• Developing and delivering a customer research and insight programme using a range of quantitative and qualitative research techniques.
• Managing customer satisfaction measurement, including supplier relationships, research methodologies, questionnaire design and analysis frameworks.
• Leading oversight of Tenant Satisfaction Measures (TSMs), ensuring compliance with regulatory requirements and delivering robust, actionable insight.
• Identifying trends, opportunities and areas for improvement through analysis and visual storytelling that brings customer insight to life.
• Understanding and mapping end-to-end customer journeys to identify customer pain points, moments of truth and improvement opportunities.
• Managing and developing a Customer Research & Insight Analyst.
• Developing approaches to improve how organisational performance is colleted, analysed and visualised, ensuring customer insight and performance information is effectively presented to senior leadership, committees and the Board.
• Building strong relationships across the organisation to influence decision making and support continuous improvement initiatives.

Skills

Managing research projects

Quantitative research skills

Managing external research suppliers

Data storytelling

Presenting to senior leaders

Project management

Communication skills

Ability to work at pace

Education

Market Research qualification or degree

Job description

Bernicia Group in Ashington is seeking an experienced Customer Research & Insight Manager to lead our customer research programme and shape business decisions through robust evidence and insights. You will work with colleagues across the business to ensure the customer voice informs decision making at every level.

You’ll manage a range of research techniques and oversee Tenant Satisfaction Measures. Reporting to the Assistant Director of Customer Experience, you will build relationships to