Customer Insights Manager

Customer Insight Manager (Contract – 6 Months)

📍 Hybrid – Office once a fortnight in Nottingham or Coventry

💰 Competitive Day Rate

Are you an experienced Customer Insight professional with a passion for driving business decisions through data? We\’re looking for a Customer Insight Manager to join our team on an initial 6-month contract, playing a key role in measuring and improving customer satisfaction across EIS.

Key Responsibilities:

🔹 Measure and track Customer Satisfaction (CSAT) and Net Promoter Score (NPS).

🔹 Provide strategic oversight of NPS performance, ensuring insights are effectively embedded.

🔹 Identify and communicate top customer issues, driving action through robust insight.

🔹 Deliver insights that inform stakeholders and guide commercial decisions.

🔹 Support the measurement and tracking of brand metrics.

🔹 Lead the development of customer summaries for Quarterly Performance Dialogues (QPDs).

🔹 Identify leading KPIs to support performance improvements in lagging KPI measures (annual CSAT).

Required Skills & Experience:

✔ Market research experience with a strong analytical mindset.

✔ Expertise in NPS (both strategic and touchpoint levels).

✔ Deep understanding of CSAT drivers and customer experience metrics.

✔ Experience working in B2B or B2M environments.

✔ Ability to translate complex data into clear, actionable insights.

✔ Strong stakeholder management skills with a track record of influencing at all levels.

✔ Excellent organisation skills and the ability to manage multiple projects effectively.

✔ Significant experience presenting insights and recommendations to senior stakeholders, with gravitas and credibility.

Contract Details:

📅 Initial 6-month contract (potential for extension)

📍 Hybrid role – office presence required once a fortnight (Nottingham or Coventry)

If you have a strong background in customer insight, NPS, and stakeholder engagement, we’d love to hear from you! Apply now to be part of a role where your insights directly shape customer experience and business strategy.