At a Glance
- Tasks: Lead customer research to shape business decisions and improve services.
- Company: Join Bernicia, a top housing provider in the North East.
- Benefits: 28 days leave, health cash plan, gym discounts, and generous pension.
- Other info: Great career growth in a supportive, people-first culture.
- Why this job: Make a real impact by championing customer insights and experiences.
- Qualifications: Experience in managing research projects and strong analytical skills.
The predicted salary is between 44983 - 44983 £ per year.
Do you have a passion for understanding customers and turning insight into meaningful change? We're looking for an experienced Customer Research & Insight Manager to lead our customer research programme and help shape business decisions through robust evidence, compelling insights and a strong understanding of what matters most to our customers. This is an exciting opportunity to influence strategic decision making, champion the voice of the customer and drive continuous improvement across our services.
The Benefits
- 28 days annual leave (plus bank holidays) for full time employees; pro-rata to part time employees.
- Working from home up to 2 days per week, if relevant to the role.
- Health cash plan membership so you can save money by claiming cash back – over £1000 each year - towards essential healthcare such as dental, optical, physio and loads more.
- Access to savings on gym memberships plus cash back and discounts on purchases from major retailers including supermarkets, travel, cinema and more.
- Generous pension scheme with life insurance of 3 x salary.
About The Role
Reporting to the Assistant Director of Customer Experience, you'll be responsible for developing and delivering a customer research and insight programme that helps us understand our customers' needs, perceptions, behaviours and experiences. You’ll use a range of research techniques and data sources to uncover actionable insights, working closely with colleagues across the business to ensure customer voice informs decision making at every level.
Key Responsibilities Include
- 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 collated, 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.
About You
We're looking for someone with a genuine curiosity about customers and a proven ability to translate data into meaningful action.
You’ll Bring
- Experience of managing customer, market or social research projects from design through to analysis and reporting.
- Strong quantitative research skills, including survey design, data analysis and interpretation.
- Experience of managing external research suppliers and stakeholders.
- The ability to spot trends, identify root causes and communicate complex findings in a simple, engaging way.
- Excellent presentation, written and visual communication skills, including experience 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.
Why join us?
This role offers the opportunity to make a real impact by shaping how we listen to customers, understand their experiences and use insight to improve services. If you're passionate about research, customer experience and helping organisations make evidence-based decisions, we'd love to hear from you.
About Us
We’re all about helping people in need of housing. We believe a good home makes lots of other things possible, so we provide great homes and services that do just that. We’ve built Bernicia to be a business that people want to be a part of. We’re one of the North East’s largest and most successful housing providers; building, renting, selling and managing homes as well as providing services to over 60,000 customers. Looking to grow your career at a company that puts its people first? Our people are what make us great. Their feedback has recognised us as a Great Place to Work® certified employer. We operate within a set of simple, but effective values, which blend perfectly to create our unique ‘Bernicia Way’ culture. This ensures we are customer focused, through working together, respecting each other, being accountable for our actions and demonstrating integrity and leadership.
Please note you may be required to drive for business, if this forms a requirement of the role. If this is required, you will be required to hold a current and valid driving licence.
We reserve the right to close this vacancy earlier than advertised, should we receive a large volume of applications. The Group is fully committed to the promotion of equal opportunities and we particularly welcome applicants from groups who are currently under represented at Bernicia.
Customer Research & Insight Manager in Ashington employer: Bernicia Group
Bernicia Group is an excellent employer, offering a supportive work culture that values skill development and customer satisfaction. With competitive salaries, generous annual leave, and opportunities for professional growth in the thriving community of Ashington, employees can take pride in their contributions to both domestic and commercial projects while enjoying a fulfilling career path.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Research & Insight Manager in Ashington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bernicia Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bernicia Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Research & Insight Manager in Ashington
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bernicia Group:Your cover letter is your chance to shine! Tell us why you want to work at Bernicia Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bernicia Group!
How to prepare for a job interview at Bernicia Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
