Responsibilities
* Support Research Managers to develop and deliver regular and customised customer research (quantitative and qualitative), using available tools to deliver impactful customer understanding in support of LBG's strategic priorities
* Manage and maintain a suite of prioritised customer survey programmes, measurement and insight outputs across customers, consumers, products, channels, journeys and relationships
* Contribute to the CX and Research Centre of Excellence / ways of working for customer experience research/ customer research across the Group, developing and sharing best practice approaches and intelligence
* Develop an understanding of industry / external advances in research, customer experience, adopt best practices and develop capabilities to maintain a best-in‑class capability
* Understand all key risks and conduct necessary risk controls
Why join us
We’re investing billions in our people, places and tech to change the way we meet the needs of our 28 million customers. We’re growing, and we’d love you to be part of the journey. Our ambition is to be the leading UK business for diversity, equity and inclusion supporting our customers, colleagues and communities, and we’re committed to creating an environment in which everyone can thrive, learn and develop.
Qualifications
* Experience with both qualitative and quantitative research
* Two years experience in either a market research agency or a client‑side market research team
* Experience doing consumer and/or business research
* Customer Insights – Understands and evaluates data regarding evolving customer experience, needs and interests, validating that their needs are being met.
* Handling Key Relationships – Understands and effectively maintains relationships with individuals or groups that have a vested interest in the outcome.
* And any experience of these would be great
* Innovation and Strategic Vision – Actively keeps updated in advancements in customer research methodologies and technologies, using identified opportunities from others to unlock new possibilities in creating greater customer understanding and improvement action.
* Values and Behaviours – Thinks We not Me. Is outstandingly collaborative with peers and colleagues across teams and this is demonstrated through actions as well as words.
EEO and Disability Statement
We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer Initiative. We offer reasonable workplace adjustments for colleagues with disabilities, including flexibility in office attendance, location and working patterns. As a Disability Confident Leader, we guarantee interviews for a fair and proportionate number of applicants who meet the minimum criteria for the role with a disability, long‑term health or neurodivergent condition through the Disability Confident Scheme. We provide reasonable adjustments throughout the recruitment process to reduce or remove barriers. Just let us know what you need. We also offer a wide‑ranging benefits package, which includes:
Benefits
* A generous pension contribution of up to 15%
* An annual performance‑related bonus
* Share schemes including free shares
* Benefits you can adapt to your lifestyle, such as discounted shopping
* 28 days' holiday, with bank holidays on top
* A range of wellbeing initiatives and generous parental leave policies
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