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- Tasks: Lead customer insight projects to enhance experiences and safety on England's motorways.
- Company: Join National Highways, dedicated to improving road journeys for everyone.
- Benefits: Competitive salary, diverse environment, and opportunities for professional growth.
- Why this job: Make a real difference in customer experience and safety through impactful research.
- Qualifications: Experience in qualitative and quantitative research methodologies and project management.
- Other info: Collaborative culture focused on teamwork and integrity.
The predicted salary is between 50000 - 60000 £ per year.
To proactively manage, coordinate and develop the use of customer insight (generated from social and behavioural research) within National Highways to improve customer experience, safety and delivery of various customer related initiatives. You will be using your knowledge and applied experience of both qualitative and quantitative research methodologies (including primary and secondary research) and behavioural science, along with proven project management skills and experience.
You will oversee the design and delivery of research and ensure that the insight that is generated is actionable by National Highways stakeholders and can inform business decisions and activities to improve customer experience, as well as other Key Performance Indicators (KPIs), Performance Indicators (PIs) and Commitments. You will also provide technical advice to colleagues and work towards building capability across the business in the utilisation of insight.
Work with internal stakeholders to develop research requirements for obtaining relevant and appropriate key strategic or tactical customer insights to improve customer experience, safety or delivery initiatives. Project and programme management, including overseeing the design, delivery, and quality assurance, of customer related insight research projects on varying issues, behaviours and/or with specific groups using a wide range of qualitative and quantitative research methodologies, and application of behavioural science.
Lead and manage the production of relevant customer insight reports, presentations and workshops and other activities to ensure that insight can be used by colleagues, helping them to utilise the results to develop, monitor and improve safety, customer service, and delivery. Lead in the day‑to‑day management of research contracts, including financial reporting, and provide support to the Team leaders and other Senior Customer Insight Managers in the Group when required. Lead in the ongoing development and building of stakeholder relationships to ensure insight is utilised to best effect across the business. This will also include providing technical advice to colleagues and supporting in capability building activities.
About you:
- Proven experience of designing and delivering research projects to gather and analyse customer insights using a variety of quantitative and qualitative (primary and secondary) methodologies to help support better decision making.
- Knowledge and experience of applying behavioural science techniques and frameworks to inform understanding of people’s behaviour and the development of behavioural interventions.
- Proven experience of leading day‑to‑day management of research projects, budgets and contracts.
- Proven experience of generating insight from research findings and delivering presentations and reports to effectively communicate the findings, insight and implications to relevant audience.
- Knowledge and experience of tendering for research contracts (desirable).
About us:
Here at National Highways, we manage and improve England’s motorways and major A roads, helping our customers have safer, smoother and more reliable journeys. Our priorities are safety, customers and delivery, and at the core of this, are our values of passion, integrity, safety, teamwork and ownership. The Customer, Strategy, and Communications directorate is essential to National Highways. We guide the direction of the strategic road network, helping the company deliver economic and social benefits by meeting the needs of our customers, clients, and fulfilling regulatory requirements.
We are committed to creating a diverse environment and welcome applicants from all backgrounds.
Senior Customer Insight Manager in Guildford employer: Highways England
Contact Detail:
Highways England Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Insight Manager in Guildford
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand how your skills align with their mission, especially around customer experience and safety. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of your past projects and how they’ve led to actionable insights. This will show that you can not only gather data but also translate it into meaningful outcomes.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of the National Highways team.
We think you need these skills to ace Senior Customer Insight Manager in Guildford
Some tips for your application 🫡
Show Off Your Research Skills: Make sure to highlight your experience with both qualitative and quantitative research methodologies. We want to see how you've used these skills in real-world scenarios to gather customer insights that have made a difference.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language to explain your past projects and how they relate to improving customer experience. We appreciate brevity but also want to see the depth of your experience!
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific requirements of the Senior Customer Insight Manager role. Show us how your background aligns with our mission at National Highways.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining our team at National Highways!
How to prepare for a job interview at Highways England
✨Know Your Research Methodologies
Make sure you brush up on both qualitative and quantitative research methodologies. Be ready to discuss how you've applied these in past projects, especially in relation to customer insights. This will show that you understand the core of what the role entails.
✨Showcase Your Project Management Skills
Prepare examples of how you've successfully managed research projects, including budgets and timelines. Highlight any challenges you faced and how you overcame them. This will demonstrate your ability to lead and deliver results effectively.
✨Communicate Insights Clearly
Practice summarising complex research findings into clear, actionable insights. You might be asked to present your past work, so being able to convey your findings succinctly will be key. Think about how you can make your insights relatable to stakeholders.
✨Build Rapport with Stakeholders
Be prepared to discuss how you've built relationships with internal stakeholders in previous roles. Share specific examples of how you’ve collaborated to ensure insights were utilised effectively. This will show your ability to work as part of a team and influence decision-making.