Customer Research & Insight Manager in Northumberland

Location: Ashington

Contract: Permanent

Hours: 37 per week (Mon-Fri)

Salary: £44,983 per annum

Closing Date: 5pm, 21st August 2026

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 to save money by claiming cash back over £1000 each year towards essential healthcare such as dental, optical, physio and 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.

For more information regarding this role, please contact Lynne Pitwood on 07899946842.

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.