At a Glance
- Tasks: Lead customer insights to shape marketing and editorial strategies across iconic media brands.
- Company: Join Hearst UK, a leading premium publisher with a collaborative and innovative culture.
- Benefits: Enjoy competitive salary, health perks, flexible working, and exclusive discounts.
- Other info: Hybrid working model with opportunities for personal growth and development.
- Why this job: Make a real impact in media while working with passionate teams and cutting-edge insights.
- Qualifications: Expertise in market research, data analysis, and storytelling with strong communication skills.
The predicted salary is between 60000 - 80000 £ per year.
We are the UK’s leading premium publisher, home to iconic and influential media brands including Cosmopolitan, Esquire, Elle, Harper’s Bazaar, and Country Living.
At Hearst UK, we don’t just create content — we shape culture.
Our workplace is built on collaboration, creativity, and trust.
We champion bold ideas, embrace innovation, and continually evolve to meet the moment — all while celebrating the legacy that’s brought us here.
We believe in each other’s potential and push boundaries together to make a meaningful impact, both in the media landscape and in people’s lives.
We’re proud of our heritage — but even more excited about making history.
Hearst UK operate a hybrid working model of four days per week in the office and one day working from home. Our office is based at
House of Hearst, 30 Panton Street, St James’s, London, SW1Y 4AJ , where teams collaborate in person and connect across brands and functions.
Salary - £60,000-£80,000 - Salary is dependent on experience and will be assessed in line with the candidate’s skills, knowledge, and relevant expertise
The Role…
As the Customer Insight Director at Hearst UK, you will lead insight generation and delivery across marketing, editorial, product, strategy, partnerships, new business development, and commercial/advertising at Hearst.
This is an independent, hands‑on role, suited to someone who is comfortable rolling up their sleeves and personally leading the design, execution and delivery of high‑quality research using advanced methodologies.
You will work closely with senior leaders and peers to shape decision‑making and unlock growth opportunities across the Hearst portfolio of brands.
Main Duties…
- Independently manage in‑house research projects end‑to‑end, from briefing and design, to execution, analysis, and debrief (surveys, communities, qual, UX), and augmenting in‑house activities with external partners where necessary, to deadline and on budget.
- Integrate a broad set of data (behavioral analytics, first‑party data, qualitative, trends, contextual data) into unified narratives and insights that inform marketing, editorial, product, partnership, and commercial/advertising decisions through evidence‑based storytelling, with concise, actionable recommendations.
- Lead debriefs, readouts, and workshops with senior leaders and peers; codify best practices, templates, and playbooks for repeatable impact.
- Partner with peers across the Customer team to leverage other data sources and share knowledge for delivering holistic customer understanding and best‑in class insight.
- Establish and manage the ongoing insights delivery for our customer satisfaction programme across 15 brands.
- Contribute to the ongoing dissemination of insight to the wider organization through newsletters, knowledge sessions, surgeries, etc.
- Coach and develop junior team members to deliver high‑quality, reproducible research and insight at pace.
- What We Are Looking For…
- Core Technical Skills
- Expert analytical thinker with strong curiosity; comfortable across qualitative and quantitative data - and any other types of data.
- Deep general market research experience with advanced methodology and project expertise (segmentation, market sizing, pricing, brand tracking, conjoint/Max Diff, etc.), including research design (sampling frameworks, weighting), and analysis (factor analysis, cluster analysis, regression, etc.).
Has practical experience of execution of these.
- Meticulous attention to detail; robust validation and triangulation across sources.
- Experience of working with survey platforms, including scripting and QA‑ing quantitative studies and running qualitative research at scale.
- Experience of undertaking qualitative work, from moderation (IDIs, focus groups, online communities), to ethnographic and observational research and UX studies.
Has practical experience of execution of these.
- Communication & Storytelling
- Clear, influential communicator to executive and cross‑functional teams.
- Storytelling that connects customer evidence to strategy, product, and partnership choices; strong visual presentation.
- Great at synthesizing complex information, gets to impact and action.
- Business & Strategic Acumen
- Good understanding of growth levers for media companies.
- Problem‑solver who prioritises initiatives with highest enterprise impact.
- People & Collaboration Skills
- Builds trusted relationships with senior stakeholders; facilitates alignment and influences decision‑making; acts as a trusted advisor.
- Collaborative, active listener; adapts approach to audience, scope, or new data.
- Personal Attributes
- Persistent, open‑minded, and committed to continuous learning; elevates team standards.
- Ethical steward of data and customer trust.
- Passionate, authentic, creative, and entrepreneurial.
Benefits…
(Your benefits at Hearst UK are more than just extras—they are tools to help you thrive in every part of life.
Hearst Exclusives - Only for You!
- Get adventurous with Good Housekeeping Taste and Beauty Testing Panels - yes, you could be trying the next big thing in beauty, food & drink.
- Snag luxe beauty steals at our legendary office sample sales - score big on top brands without breaking the bank!
- Inclusion, Health & Wellbeing: Feel Your Best
- Stay healthy with Specsavers eye care, a company‑funded Health Cash Plan, and access to mental health support.
- Get active and stress‑free with discounted gym memberships and the Cycle to Work scheme.
- Embrace flexibility with a Location Flex and Holiday Exchange to take time when you need it.
- Take time to give back with a Charity Day and access wellbeing resources whenever you need them.
- Join one of our Hearst ERG Groups.
- Financial Wellness - Boost Your Budget
- Plan ahead with a generous Workplace Pension, Income Protection, Life Assurance and Season Ticket Loan for easier commuting.
- Make smarter money moves using Salary Finance tools, Financial Wellbeing sessions, and Home Tech benefits to spread costs.
- Treat yourself with major discounts across London plus everyday savings via the HAPI at Hearst app.
Hearst UK is deeply committed to using our influential brands to reflect the world we want to live in – one that respects, protects, represents and uplifts the voices and opinions of all people.
As a business, we recognise the significant benefits of creativity, collaboration and innovation that comes with diverse teams.
Not only is diversifying the voices in our organization the right thing to do, but it also helps us to make powerful and exciting content that can be enjoyed by many more people.
This is why we’re working to build a sense of true belonging within our business and foster a culture in which everyone feels heard.
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Customer Insights Director in City of Westminster employer: Hearst Magazines
Hearst UK is an exceptional employer that fosters a dynamic and collaborative work culture, where innovation and creativity are at the forefront. As a Strategic Customer Insights Director, you will have access to extensive professional development opportunities, allowing you to grow your expertise while working alongside industry leaders in a vibrant London setting. With a commitment to employee well-being and a focus on impactful research, Hearst UK offers a rewarding environment for those looking to make a significant difference in the media landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insights Director in City of Westminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hearst Magazines. 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 Hearst Magazines 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 Insights Director in City of Westminster
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 Hearst Magazines:Your cover letter is your chance to shine! Tell us why you want to work at Hearst Magazines 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 Hearst Magazines!
How to prepare for a job interview at Hearst Magazines
✨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.
