Customer Insight Lead

Join us as a Customer Insight Lead at Thirteen Group!

Role Overview:

Are you passionate about understanding what matters most to our customers and using those insights to bring about real change? Ready to take on the challenge of developing and leading our customer insight function?

As Customer Insight Lead, you’ll use insight and feedback to uncover the stories behind the data and drive service improvements that shape the way we work.

This is an exciting opportunity to put the customer voice at the heart of decision-making across Thirteen and influence service improvements that make a genuine difference to our customers.

If you’ve successfully led customer insight programmes and enjoy bringing customer stories and data together to drive change, we'd love to hear from you.

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 need, so you may need to come into the office more frequently when required.

Thirteen 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 – our Discount and Reward platform giving you huge savings on everyday brands.
• Opportunities to buy and sell annual leave

Key Responsibilities:

• Develop and build our customer insight capability. You’ll strengthen how we capture and analyse the customer voice, using a variety of analytical tools and approaches to transforming data into clear recommendations.
• Design and scale up our outbound survey programmes across all customer-facing services. You’ll ensure feedback channels are accessible, inclusive, and representative of diverse customer groups.
• Turn complex data into clear insights that inform strategic and operational decisions, including reports for leadership, scrutiny panels, and governance forums.
• Play a part in mapping customer journeys to continually drive satisfaction while meeting regulatory requirements.
• Own and continuously improve our customer feedback processes by creating a consistent approach to collecting, analysing and reporting customer insight across Thirteen.
• Champion a culture of data-driven decision-making. You’ll monitor trends, emerging themes and issues, and customer impacts to help services prioritise improvements that matter to customers and help build levels of trust.

About You:

• You’re passionate about understanding customers and using insight to make a difference. You’ll bring experience from a customer insight, data analysis, research, or performance reporting role.
• A track record of designing, executing, collecting and interpreting complex quantitative and qualitative data, and turning this into clear insights.
• Experience of using a range of market research methods, including surveys, segmentation, quantitative and qualitative analysis, and benchmarking comparison.
• An inspiring people leader, experienced in leading, managing and supporting a small team to deliver excellent outcomes.
• Great communication and collaboration skills to build relationships across teams and help colleagues understand complex data. You’ll address customer needs and connect feedback with complaints, customer outcomes, and operational performance to build a full picture of the customer experience.

Why Thirteen

At Thirteen, we work together to provide quality homes, build stronger communities, and support people to live well. As the largest housing association in the North East and among the top 25 nationally, we manage 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. In fact, we put customers at the heart of everything we do.

- Join a team that’s local at heart but welcomes talent from everywhere.

- Be part of an organisation that values diversity and inclusivity.

- Be a part of a company that offers tailored support services, going beyond just housing solutions.

NO RECRUITMENT AGENCIES, please.

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.

If you’ve interviewed for this role within the last 6 months, we wouldn’t be able to reconsider your application at this time.