Working with a large housing association in the Durham area, we are looking for an experienced Customer Research and Insight Manager.
What does this role offer?
28 days AL + BH
Hybrid working
Money saving schemes
Great work culture and opportunities to grow
Generous pension scheme
Durham
Customer Research and Insight Manager
Full time | 37 hours per week
£40,000 - £43,000 annual salary
The responsibilities of a Customer Research and Insight Manager include:
Design and deliver a research and insights strategy using diverse methodologies to ensure tenant voices influence key business decisions
Oversee the collection of customer satisfaction data, including supplier management, methodology selection, questionnaire design, contact strategies, and analysis frameworks
Understand and evaluate the complete customer journey to identify key touchpoints, pain points, and moments of truth that impact tenant experiences
Manage tenant satisfaction measures processes by ensuring robust, compliant methodologies
Analyzing trends and outliers, and presenting insights through compelling visual presentation
Manage a Customer Research & Insight Analyst to deliver customer segmentation and create detailed personas that inform service delivery and drive business improvements
The succesful candidate will have:
A natural curiosity and passion for customers and data
Knowledge and experience of managing quantative research projects
Social research qualifications or equivelant - including: market research society advanced, social science related degrees
Confidence to work with a range of internal and external steakholders and senior leaders
The ability to to work at pace and prioritise projects, managing multiple tasks at once
Excellent communication skills amongst all lines of communication - verbal, written and visual
If you feel like you have the right experience for the Customer Research and Insight Manager role, apply with your most updated CV. Alternatively, you can send it to and request for a confidential chat. We look forward to hearing from you.
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