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For Companies At a Glance
- Tasks: Lead customer insight initiatives to transform feedback into actionable insights.
- Company: Join Thirteen, the largest housing association in the North East.
- Benefits: Competitive salary, generous annual leave, and health support services.
- Other info: Flexible working with opportunities for career growth and development.
- Why this job: Make a real impact by putting customer voices at the heart of decision-making.
- Qualifications: Experience in market research, data analysis, and strong communication skills.
The predicted salary is between 45666 - 45666 £ per year.
Role Overview
Ready to build a customer insight function that takes feedback data and turns it into insight that helps drive real change and puts the customer voice at the heart of decision‑making? Do you have experience of leading customer insight at scale? Are you passionate about using customer voice feedback and storytelling to improve the customer experience? Join us as Customer Insight Lead to help transform our processes and ways of working, achieve greater consistency and drive better services and outcomes for our customers. This is a roam role, so you’ll work at least three days a week from our fantastic office at Hudson Quay in Middlesbrough. We’ll need you to be flexible around business and team needs, so you may need to come into the office more frequently when required.
Benefits
- Salary £45,666 per annum
- Annual leave starting at 28 days and rising to 31 days after three years, a day off for your birthday, plus bank holidays.
- Pension up to 17% contributions (flexible contribution rates of up to 7% colleague and up to 10% employer).
- Simply Health: save money on common health expenses and get access to health and wellbeing support services.
- T'dar Discount and Reward platform giving you huge savings on everyday brands.
- Opportunities to buy and sell annual leave
Key Responsibilities
- Develop and build stronger customer insight capability.
- Strengthen how we capture and analyse the customer voice, using analytic tools and approaches to transform data into clear recommendations.
- Design and scale up outbound survey programmes across all customer‑facing services.
- Ensure feedback channels are accessible, inclusive, and representative of diverse customer groups.
- Translate complex data into insight to inform strategic and operational decisions, including reports for leadership, scrutiny panels, and governance forums.
- Own and enhance our customer feedback processes, analysis, and reporting, so teams consistently understand what customers are telling us.
- Embed a culture of data‑driven decision‑making.
- Monitor trends, emerging themes and issues, and customer impacts to help services prioritise improvements that matter to customers and build trust.
- Support mapping customer journeys to continually drive satisfaction and ensure regulatory adherence.
About You
- Passionate about market research and data insights, bring experience from a customer insight, data analysis, research, or performance reporting role.
- Utilise various methods to reach harder-to-reach groups.
- Expertise in market research methods, including surveys, segmentation, quantitative and qualitative analysis, and benchmarking comparison.
- Proven experience helping colleagues and teams better understand complex data, designing, executing, collecting, and interpreting quantitative or qualitative data into actionable insights.
- Strong communication and collaboration skills to build relationships across teams.
- Connect customer feedback with complaints learning, customer outcomes, and operational performance to enhance service delivery.
- Inspiring people leader experienced in leading, managing and supporting a small team to deliver excellent outcomes.
Our Vision
At Thirteen, we work together to provide quality homes, build stronger communities, and support people to live well. We are the largest housing association in the North East and among the top 25 nationally, managing over 36,000 homes, with over 1,600 colleagues providing services for around 100,000 customers. Our vision is to be the most trusted housing association, with happy customers, putting customers at the heart of everything we do.
Equal Opportunity
As part of our hiring process, if you’re successful we’ll need to verify your right to work in the UK. Unfortunately, we are not a Skilled Worker Sponsoring Employer at this time.
Customer Insight Lead (Market Research and Data) employer: Thirteen Group
Contact Detail:
Thirteen Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insight Lead (Market Research and Data)
✨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 culture. Understand their values and how they align with your passion for customer insight. This will help you stand out as someone who truly gets what they're about.
✨Tip Number 3
Practice your storytelling skills! Be ready to share examples of how you've turned data into actionable insights. Use the STAR method (Situation, Task, Action, Result) to structure your responses and make them memorable.
✨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 joining our team at Thirteen.
We think you need these skills to ace Customer Insight Lead (Market Research and Data)
Some tips for your application 🫡
Show Your Passion: Let your enthusiasm for market research and customer insights shine through in your application. We want to see how your passion aligns with our mission to put the customer voice at the heart of decision-making.
Tailor Your Experience: Make sure to highlight your relevant experience in customer insight, data analysis, and market research. We’re looking for specific examples that demonstrate how you’ve turned feedback into actionable insights before.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language to explain complex data and insights, as we value effective communication skills just as much as analytical prowess.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting role at StudySmarter.
How to prepare for a job interview at Thirteen Group
✨Know Your Data
Make sure you’re well-versed in the latest market research methods and data analysis techniques. Brush up on how to translate complex data into actionable insights, as this will be crucial for the role. Be ready to discuss specific examples of how you've used data to drive customer experience improvements.
✨Showcase Your Storytelling Skills
Since the role involves using customer voice feedback and storytelling, prepare to share how you've effectively communicated insights in the past. Think about times when your storytelling helped influence decisions or improved processes, and be ready to illustrate these points during the interview.
✨Demonstrate Your Leadership Experience
As an inspiring people leader, it’s important to highlight your experience in managing and supporting teams. Prepare examples that showcase your ability to lead a small team towards achieving excellent outcomes, especially in the context of customer insight and data-driven decision-making.
✨Understand Their Vision
Familiarise yourself with the company’s vision and values, particularly their commitment to putting customers at the heart of everything they do. Be prepared to discuss how your personal values align with theirs and how you can contribute to building stronger communities and enhancing customer satisfaction.