Strategic Customer Insight Leader (Hybrid)

United Utilities; Warrington; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Competitive pension scheme

Company-funded healthcare plan

Flexible and hybrid working

Job summary

United Utilities is seeking an experienced Customer Research & Insight Manager to lead major research programmes, uncover meaningful customer insights and embed evidence-based decision-making across the organisation.

You'll influence senior stakeholders, shape future research priorities, champion the customer voice, and translate findings into actionable recommendations that drive measurable business outcomes.

Qualifications

• Degree or postgraduate qualification.
• Significant experience within a market research agency or client-side customer insight function.
• Strong technical expertise in both qualitative and quantitative research methodologies.
• Experience designing and delivering complex research programmes from start to finish.
• Proven ability to translate customer insight into strategic recommendations and measurable business impact.
• Experience managing multiple projects and priorities in a fast-paced environment.
• Demonstrable project management, planning and organisational skills.
• Strong financial and budget management capability.
• Experience managing external suppliers and research partners.
• Excellent analytical and problem-solving skills.
• Outstanding communication and presentation skills, including experience presenting findings to senior stakeholders.
• Strong relationship-building and influencing skills, with the ability to champion customer insight across a complex organisation.
• Knowledge of research governance, data protection requirements and industry best practice.
• The confidence to work independently while collaborating effectively across multiple business areas.
• Either existing experience in a management role or readiness to take the next step into a broader leadership position.
• Experience working within a regulated environment would be advantageous but is not essential.

Responsibilities

• Lead end-to-end customer research and insight projects, from scoping and methodology design through to analysis, reporting and recommendations.
• Partner with stakeholders across the business to understand priorities and develop research programmes that support strategic decision-making.
• Design and deliver high-quality qualitative and quantitative research using robust and appropriate methodologies.
• Lead complex research programmes, including willingness-to-pay, business planning and regulatory research.
• Translate customer evidence into compelling stories and actionable recommendations, working with stakeholders to ensure insight informs decisions and drives measurable business outcomes.
• Present findings and recommendations to senior leaders, regulators and other key stakeholders.
• Manage research suppliers, budgets and project delivery to ensure high-quality outputs and value for money.
• Lead and develop our In the Flow customer community panel, helping maximise its value as a strategic source of customer insight.
• Identify innovative research approaches, tools and techniques that enhance the quality and impact of insight.
• Monitor customer, regulatory and industry developments, translating emerging trends and evidence into actionable insight that informs business decisions and future research priorities.
• Champion the voice of the customer across the organisation and help embed customer evidence into key business decisions.

Skills

Qualitative research

Quantitative research

Stakeholder management

Project management

Budget management

Supplier management

Data analysis

Communication skills

Presentation skills

Leadership potential

Education

Degree or higher

Tools

Research governance

Job description

United Utilities is seeking an experienced Customer Research & Insight Manager to lead major research programmes, uncover meaningful customer insights and embed evidence-based decision-making across the organisation.

You'll influence senior stakeholders, shape future research priorities, champion the customer voice, and translate findings into actionable recommendations that drive measurable business outcomes.