Customer Research and Insight Manager

• 28 days AL + BH
• Hybrid working
• Money saving schemes
• Great work culture and opportunities to grow
• Generous pension scheme

Durham
Customer Research and Insight Manager
Full time | 37 hours per week
£40,000 – £43,000 annual salary
The responsibilities of a Customer Research and Insight Manager include:

• Design and deliver a research and insights strategy using diverse methodologies to ensure tenant voices influence key business decisions
• Oversee the collection of customer satisfaction data, including supplier management, methodology selection, questionnaire design, contact strategies, and analysis frameworks
• Understand and evaluate the complete customer journey to identify key touchpoints, pain points, and moments of truth that impact tenant experiences
• Manage tenant satisfaction measures processes by ensuring robust, compliant methodologies
• Analyzing trends and outliers, and presenting insights through compelling visual presentation
• Manage a Customer Research & Insight Analyst to deliver customer segmentation and create detailed personas that inform service delivery and drive business improvements

The succesful candidate will have:

• A natural curiosity and passion for customers and data
• Knowledge and experience of managing quantative research projects
• Social research qualifications or equivelant – including: market research society advanced, social science related degrees
• Confidence to work with a range of internal and external steakholders and senior leaders
• The ability to to work at pace and prioritise projects, managing multiple tasks at once
• Excellent communication skills amongst all lines of communication – verbal, written and visual

If you feel like you have the right experience for the Customer Research and Insight Manager role, apply with your most updated CV. Alternatively, you can send it to and request for a confidential chat. We look forward to hearing from you.

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