Customer Insights Manager in Glasgow

We have an exciting opportunity for a Customer Insight Manager to join our Customer Research & Analytics Team, in a role focused on Virgin Money Insight priorities. This is a fast-paced and multifaceted role, where your amazing research skills and superb storytelling abilities will enable colleagues to better understand our customer needs and their reactions to our existing products and services, as well as any new developments we have in the pipeline. If you are insatiably curious, have a strong track record for designing and delivering robust and clear customer and market research, superb attention to detail, and a passion for insight, then this role would be perfect for you!

In this role, you will be responsible for delivering and generating research and insights that enable our colleagues to understand our customer needs and outcomes better and to equip the organisation to help deliver on our purpose. We are happy to consider flexible working approaches to help you perform at your best. At Nationwide, we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected. For this job you'll spend at least two days per week, or if part time you'll spend 40% of your working time, based at either our London or Swindon office. If you are aligned to our Glasgow hub (as this is your nearest location), there will be a need to regularly connect with colleagues for collaboration events.

Responsibilities:

• Developing and delivering on our ad hoc customer and market research requirements – this covers a variety of research projects including strategy development, proposition testing and customer sentiment monitoring.
• Ensuring timely delivery of research findings by effectively utilising your workload planning and time management skills.
• Overall responsibility for our customer research panel, utilising this resource as a way of harnessing views from our existing customers, while building and maintaining engagement amongst the members.
• Managing third party research suppliers to drive optimal value from the relationships.
• Sharing insights with colleagues and partners to inform and enable best practice from a customer-centric stance.
• Embracing our strategic drivers and customer first behaviours to ensure all tasks are completed to recognised and expected standards.

About you:

• Experience in designing and delivering market research projects using a range of methodologies.
• Experience in developing strategic research plans to meet business objectives.
• Experience in developing strong consumer insights from various data sources and delivering them through powerful verbal and written presentations.
• The ability to work at pace and across multiple projects.
• Project management skills.
• Customer focused with a proven track record and desire to influence the best possible customer outcome.
• Experience in building, managing and engaging with customer research panels.
• Experience in scripting surveys in online platforms (e.g. Forsta).

Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role:

• Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind.
• Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand.
• Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development.
• Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes.

You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these.

The extras you’ll get:

• 25 days holiday, pro rata.
• Access to private medical insurance.
• A highly competitive pension to help you build a strong foundation for retirement.
• Access to an annual performance-related bonus.
• Training and development to help you progress your career.
• A great selection of additional benefits through our salary sacrifice scheme.
• Life assurance to provide peace of mind for you and your loved ones in the event of your death.
• Wellhub – access to a range of free and paid options for health and wellness.
• Up to 2 days of paid volunteering a year.

If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application.