Customer Research & Insight Manager
Location: Ashington or Durham
Contract: Permanent
Hours: 37 per week (Mon-Fri)
Salary: £43,336 per annum
Closing Date: 9:00am, 16th June 2025
Our client is seeking a Customer Research and Insight Manager to join their team in Ashington or Durham. If you are passionate about capturing customer voices, shaping decision-making, and fostering a customer-focused culture, we want to hear from you!
About the role:
* Develop, manage, and deliver a research and insights program using various techniques to enhance customer understanding and ensure their voice influences business decisions.
* Identify solutions for, and manage the collection of, customer satisfaction data. Oversee supplier relationships, including methodology, questionnaire design, contact strategy, and analysis framework.
* Understand and map the end-to-end customer journey, identifying pinch points and moments of truth through measurement.
* Manage TSM oversight, including supplier relationships, ensuring robust methodology and regulatory compliance, analyzing trends, and translating results into actionable insights through visual storytelling.
* Lead a Customer Research & Insight Analyst to deliver customer segmentation based on multiple attributes, developing profiles and personas to inform business improvements.
About you:
Successful candidates will need:
* A passion for insights and a curiosity about customers and data.
* A relevant qualification in Market Research, Social Research, or equivalent experience. Suitable qualifications include Market Research Society Advanced Certificate or social science degrees with quantitative research components.
* Experience managing quantitative research projects, including survey design and analysis.
* Confidence working with internal and external stakeholders, including senior leaders.
* Excellent communication skills—spoken, written, and visual—with adaptability for different audiences.
* Ability to work at pace, prioritise, and manage multiple tasks effectively.
Please note that a valid driving license may be required if driving is part of the role.
This vacancy is advertised on behalf of Gem Partnership Ltd, operating as an employment agency.
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