Continuous Research Manager in London

To lead the delivery and continuous improvement of Motability Operations' Continuous Research Programme, ensuring customer feedback is translated into timely, actionable insight that shapes business decisions and drives better customer outcomes.

Working as part of the Customer Insight & Analytics team and reporting to the Customer Experience Insight Lead, you will be responsible for delivering and evolving the Voice of the Customer (VoC), Customer Satisfaction Index (CSI), HEARTbeat Programme and wider continuous customer listening ecosystem. You will ensure these programmes provide robust evidence to support customer experience improvement, Consumer Duty obligations and evidence-based decision making across the organisation.

You will work closely with the Customer Experience Insight Lead to deliver the Continuous Research strategy and roadmap, continuously improving the effectiveness of customer listening programmes and promoting best practice in customer research, insight generation and continuous improvement. You will ensure customer insight is accessible, actionable and embedded across the organisation by supporting insight democratisation, enabling self-service where appropriate, and ensuring insights are communicated effectively to the right audiences at the right time to drive action.

Working collaboratively across Motability Operations, you will build strong relationships with stakeholders, research partners and Data Science colleagues to continuously improve customer listening capabilities, enhance reporting and insight automation, and ensure customer evidence informs both strategic and operational decision making. You will provide subject matter expertise on continuous customer research, influencing colleagues and stakeholders to adopt evidence-based approaches and ensuring research programmes remain robust, commercially relevant and aligned with regulatory expectations, including Consumer Duty.

You will support the Head of Customer Insight & Analytics and the Customer Experience Insight Lead in embedding a culture of customer-focused, evidence-based decision making, ensuring continuous research programmes deliver measurable value for customers and the business.

Qualifications

• Design, deliver and continuously improve Motability Operations' Continuous Research Programme, including the Voice of the Customer, HEARTbeat Programme, Customer Satisfaction Index and wider customer listening ecosystem, ensuring customer insight drives better customer outcomes, business decisions and Consumer Duty evidence.
• Leading Customer Experience continuous research programmes including Voice of the Customer, HEARTbeat Programme and Customer Satisfaction Index.
• Supporting the Customer Experience Insight Lead to deliver the Continuous Research roadmap aligned to business priorities.
• Analysing customer feedback across multiple listening posts to identify trends, emerging risks, opportunities, and evidence of customer outcomes.
• Lead the production and delivery of regular Customer Satisfaction Index (CSI) reporting, ensuring results are accurate, timely and insightful, with clear interpretation of performance trends, key drivers and customer feedback to inform decision making at operational and executive levels.
• Driving customer insight democratisation through self-service reporting and scalable insight capability, working with Data Science to automate, visualize and scale customer insight reporting.
• Evaluating emerging research tools, AI capabilities, and methodologies to continuously improve customer insight capability.
• Ensure continuous research programmes provide evidence to support Consumer Duty, monitor customer outcomes, identify potential customer harm and support regulatory reporting where required.

Minimum criteria

• Proven experience delivering continuous customer research, Voice of the Customer and customer experience measurement programmes and associated survey platforms (e.g. Qualtrics, Medalia, InMoment).
• Good understanding of Consumer Duty and the role customer insight plays in demonstrating good customer outcomes.
• Educated to a degree standard, ideally in applied statistics/operational research/management science.
• Insatiable curiosity with natural desire to relate to the commercial agenda of the business and to changes going on in the analytics and research domains.
• Strong appreciation of different research methodologies and voice of the customer data sources.
• Ability to articulate analysis for a non-technical audience with clarity and in an engaging way.
• Demonstrable analytical problem-solving capabilities.
• Proven experience of agile ways of working, ideally leading insight teams.
• Excellent interpersonal, communication and influencing skills coupled with sound commercial awareness.

Who you'll be working with

You will be working as part of our Customer Insight and Analytics team who comprise a wide range of customer insight and analytics expertise. With access to a range of data sources, analytical and research tools, you will utilise these tools to help bring a deeper understanding of our customers to MO. CIA team aim to enable MO to turn data and insights into customer advantage. You will work collaboratively with a range of internal stakeholders and external stakeholders including third party insight agencies. You will work closely with senior stakeholders across MO, and act as strategic insight partner to influence and shape decision making and support success.

Benefits

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 800,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:

• We find solutions
• We drive change
• We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they're rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender. We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.