Customer Research Manager

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The opportunity

Do you love turning research into real-world impact? Are you a hands-on researcher who thrives on delivering high-quality insight that drives decisions?

If so, you could be the Customer Research Manager we\’re looking for.

About the role

As Customer Research Manager, you\’ll play a key role in championing the voice of our customers, making sure their needs, views and expectations are fully understood and placed at the heart of everything we do at the British Heart Foundation (BHF).

You\’ll work closely with teams across the organisation – including brand and marketing, fundraising, retail and medical – acting as their research insight partner. You\’ll help shape insight plans, lead research projects, and deliver findings that directly inform strategic and operational decisions.
In this role, you\’ll be responsible for:

• Managing research projects from start to finish – ensuring they\’re delivered on time, within budget and to a high standard
• Making insights accessible, engaging and actionable for colleagues across BHF
• Influencing decision-making by embedding customer insight into everyday thinking
• Identifying opportunities to improve research processes and ways of working

You\’ll be part of our Customer Insight and Analysis team – a collaborative group of researchers and analysts. Together, we ensure BHF\’s strategy is driven by high-quality, timely intelligence, and that colleagues across the organisation have access to the insight they need to grow, innovate and improve our products and services.

Working arrangements

We are recruiting two Customer Research Managers one on permanent basis one as 12-month Fixed Term Contract.

This is a hybrid role, where your work will be split between your home and at least one day per week, on average, in our London Office. This may vary from time to time, so you\’ll need to work in a flexible way to unlock your best work for our cause.

About you

You\’ll bring solid experience from a dedicated market or social research role, whether client-side or agency, with a strong track record of using qualitative, quantitative and secondary research methods to deliver meaningful insight. You\’ve led a wide variety of projects, including brand tracking, customer satisfaction, creative testing and proposition development, and you\’re confident working across different business areas to meet a range of organisational needs.

You\’re comfortable managing research from start to finish – from writing briefs and designing surveys or discussion guides, to overseeing fieldwork, conducting analysis and presenting findings. You\’ve worked closely with external research agencies, managing procurement and delivery, and you know how to translate complex methodologies and data into clear, actionable insights that resonate with colleagues at all levels, including those without a research background.

You\’ll bring:

• A deep understanding of ethical research practices, GDPR, and inclusive research approaches
• Strong questionnaire design skills and experience using survey software
• Excellent communication and consultancy skills, with the ability to influence and advise stakeholders at all levels
• Proven ability to manage multiple projects simultaneously, prioritising effectively and delivering to a high standard
• A proactive mindset, always looking for ways to improve processes and working practices

Experience in a health-related field, managing customer research communities or panels, and line management would be a bonus – but it\’s not essential.

Why join us?

Our people are at the heart of everything we do. By funding research across six decades, we\’ve helped keep millions of hearts beating and millions of families together. We\’re investing in ground-breaking research that will get us closer than ever to a world where everyone has a healthier heart for longer.

We value and respect every individual\’s unique contribution, celebrate diversity, and make inclusion part of what we do every day.

Our Equality, Diversity and Inclusion (EDI) Strategy, Igniting Change, along with our internal EDI group, Kaleidoscope, and a growing number of employee network groups (our Affinity Groups), help us create an environment where all our colleagues and volunteers can succeed.

Benefits

We offer our staff generous benefits, such as:

• 30 days annual leave plus bank holidays.
• Private medical insurance, dental health cover, and money towards gym membership.
• Pension scheme with employer contribution up to 10%.
• Full pay for 12 weeks for family leave including maternity, paternity and adoption leave.
• Life assurance.
• Extra paid leave of up to 10 days to support colleagues who may need more time off work to look after themselves or others close to them.

Need more help balancing your work and home life? Talk to us about what flexibility is available at the application or interview stage.

Interview process

The interview process may take place in person or virtually via MS Teams. We plan for this to be a stage interview process first stages are planned for 29th & 30th of July.

How to apply

Applying for a role at BHF is quick and easy. Just select the apply button below. Have your CV and a supporting statement ready to complete our short online application form.

As part of our commitment to being an inclusive employer and ensuring fairness and consistency in selecting the best candidate for this role, the BHF uses anonymous CV software as part of the application journey.

Should you need any adjustments to the recruitment process, at either application or interview, please contact us.

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