National Customer Insights Manager
Willmott Dixon Construction are recruiting for a National Customer Insights Manager to join our Strategic Accounts and Services team. Reporting to the Director, you will manage a team of 2 x Customer Insight Managers and as it's a national role you will need to be prepared to travel regularly throughout England and Wales. You will manage customer insights for our Southern regional office and regularly attend team meetings in the Midlands region. Willmott Dixon offer hybrid working and you will control your own diary and be supported to work from home 1 to 2 days per week with 3 days in the office or meeting customers.
We are looking to enhance our approach and improve our service offering and strategy through a thorough understanding of our customer needs. This will help us to provide innovative solutions and deliver exceptional customer experience. We are keen to find a candidate who can demonstrate that they really care about service excellence and we are very open to industry backgrounds outside of the construction sector.
Key responsibilities and accountabilities for the role:
1. To manage the Customer Insight team - driving up performance standards to increase our repeat work and overall customer satisfaction
2. To ensure you have visibility of all live projects and access to appropriate respondents.
3. To offer all our customers the opportunitiy to share their feedback at reqular touch points throughout the duration of their project and carry out annual interviews with our national frameworks.
4. To remain impartial throughout customer interviews/touch points.
5. To provide key insight and a full transcript to the project lead, to agree an action plan to address the customer's feedback after each interview.
6. To flag projects and areas of concern to LCO boards/framework managers.
7. To work collaboratively with both internal and external teams to maintain and develop online platforms used to report and analyse customer feedback data.
8. To present customer data in a concise way to a variety of stakeholders.
9. To provide our teams with support when arranging workshops, this includes creating agendas and facilitation.
Essential and Desirable Criteria
Essential Requirements:
10. Genuinely care about service excellence and continuous improvement
11. Enquiring, asks relevant questions
12. Good listener
13. Articulate
14. Empathy
15. Emotional intelligence
16. Interpretation skills
17. Analytical and reasoning
18. Builds rapport and trusted relationships
19. Tenacious, follows things up and sees them though
Demonstrate competency of:
20. Delivering change and initiatives, assisting in its implementation in the business
21. Working with customers to successfully achieve successful outcomes
22. Having a strong desire for innovation and problem solving
23. Writing and implementing action plans
24. Strong communication skills, written and verbal
25. Relationship and stakeholder management at senior levels across a diverse customer facing business environment
26. Excellent facilitation skills
27. Using business tools and information management systems
Desirable requirements:
28. Customer experience or customer service professional membership or CPD
29. Willingness to gain a vocational customer service or equivalent qualification at level 3 or 4
30. Construction industry sector experience would be beneficial but not essential
31. Account management experience would be beneficial but not essential
Additional Information
In return: We reward our people generously with a competitive salary and a market-leading benefits package that gives you flexible benefits to fit your lifestyle and priorities. This includes but is not limited to, an enhanced pension scheme, discounted or full private medical, life assurance, incentive bonus and a car scheme which will make us a market leader in sustainable company travel.
At Willmott Dixon we provide an inclusive and flexible working environment for people to thrive in and we are happy to support agile working wherever possible.
We are a proud member of the Disability Confident Scheme.
About Us
With over 170 years of rich history, Willmott Dixon’s purpose is beyond profit; delivering brilliant buildings, transforming lives, strengthening communities and enhancing the environment so our world is fit for future generations. Ensuring that we add lasting value to the neighbourhoods we work in; our values, people, innovation, partnerships and focus on sustainability has allowed us to build a successful and solid privately owned business where our people can thrive.
Willmott Dixon was recognised by The Sunday Times as one of the Top 10 "Big" Companies to Work For in 2025, named among the Times Top 50 Employers for Gender Equality in 2024, and ranked in the Top Five of Europe’s 1,000 best workplaces by the Financial Times in 2025. Willmott Dixon is also the first major contractor and developer to win a King's Award for Enterprise in the category of sustainable development.