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Customer Research & Insight Manager
Location: Ashington or Durham
Contract: Permanent
Hours: 37 per week (Mon-Fri)
Salary: £43,336 per annum
Closing Date: 5pm, 9th May 2025
Are you passionate about customer voice shaping decision-making and enabling business strategy by promoting a positive, customer-focused culture? If so, then our Customer Research & Insight Manager role is for you!
The Benefits
* 28 days annual leave (plus bank holidays) based on a full-time role
* Working from home up to 2 days a week
* Health cash plan membership to save money by claiming cashback over £1000 each year, covering healthcare such as dental, optical, physio, and more. Dependents up to age 21 or 24 if in full-time education are included.
* Savings on gym memberships, cashback, and discounts from major retailers including supermarkets, travel, cinema, and more.
* Generous pension scheme with life insurance of 3x salary
About The Role
* Develop, manage, and deliver a research and insights program to drive customer understanding and ensure tenant voices influence business decisions.
* Manage customer satisfaction collection, including supplier relationships, methodology, questionnaire design, contact strategy, and analysis.
* Map the end-to-end customer journey, identify pinch points and moments of truth.
* Oversee supplier relationships, ensure robust and compliant methodology, analyze trends, and present insights visually.
* Manage a Customer Research & Insight Analyst to develop customer segments and personas that inform business improvements.
About You
Successful candidates will need:
* A passion for insight, curiosity about customers and data.
* A relevant qualification in Market Research, Social Research, or equivalent experience. Examples include the Market Research Society Advanced Certificate or social science degrees with quantitative research components.
* Experience managing quantitative research projects from design to analysis.
* Confidence working with internal and external stakeholders, including senior leaders.
* Excellent communication skills, adaptable to different audiences.
* Ability to work at pace, prioritize, and manage multiple tasks.
About Us
* We help people in need of housing, believing a good home makes other opportunities possible.
* We are one of the North East's largest housing providers, serving over 60,000 customers.
* We are committed to our values of customer focus, teamwork, respect, accountability, integrity, and leadership, reflected in our Bernicia Way culture.
Please note, driving may be required for this role, and a valid driving license is necessary if so.
Contact
For more information, contact Lynne Pitwood at 07899946842.
We reserve the right to close this vacancy early if we receive a high volume of applications.
We are committed to equal opportunities and welcome applicants from underrepresented groups.
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