The Customer Insight team is at the heart of our business, helping us to understand our customers better in order to serve them better. As a Senior Research Manager you will play a pivotal role in helping the business make better, customer‑led decisions which ultimately drive customer value through the delivery of compelling and actionable insights. You will coach, support and develop your team to maximise your reach and impact across a wide range of stakeholders, ultimately supporting the growth of our customer base, increasing customer value and driving overall business performance. Whats the job?
Responsibilities
* Inclusive team leadership and development: managing your team, ensuring capabilities now and for the future. Grow and nurture the team through individually tailored coaching and training.
* Empowering high performance: work with your team to set clear goals and success criteria, prioritise development, build resilience and lead inclusively to support each team member to be their best every day.
* Prioritise the customer: bring customer needs to the forefront of everyday thinking, ensuring the right insights are being shared by the team at the right time, in the right forums and ensuring they are used in the right way; inform strategy and investment decisions, improve the customer experience and drive a culture of customer centricity.
* Driving best practice and ROI: maximise value out of all the available tools to maximise ROI from our investments and bring all sources of insight together. Maximise the teams impact through identification and delivery of automation and AI functionality.
* Collaboration: build relationships with the wider Customer team to contextualise, enhance and improve outputs and drive automation of administrative activities.
* Creating a feedback culture: use the B&Q Feedback framework within the team and across the wider business to ensure we are listening, processing and acting on internal feedback consistently as we do customer feedback.
* Advocating insights: influence and build support for the value and purpose of insight across the business, driving greater commitment to and investment in insight outcomes through engagement and collaboration.
* Budgets and planning: be responsible for an annual plan and insight budget and review progress.
Qualifications
* You are passionate about people; looking after the team you lead and growing it in a diverse and inclusive way to champion new ideas and achieve greater success.
* You have a proven track record of driving change from insight projects within a business that serves customers (ideally large retail or telecoms).
* Youre a passionate advocate of the power of insight.
* You will have strong analytical and problem‑solving skills, with the ability to synthesize complex data from multiple sources and translate it into clear and compelling stories and recommendations.
* Knowledge of insight best practices, trends, and industry standards.
* Experience managing a broad range of market research projects (qual, quant, continuous, ad hoc, etc.).
* Detail‑oriented with strong project‑management skills to handle multiple initiatives simultaneously.
* You will have excellent communication and influencing skills, with the confidence to present and communicate insights to senior audiences and diverse stakeholders.
* You will have a passion for customers and a curiosity for understanding their needs, behaviours, and preferences.
Benefits
* Award‑winning pension scheme
* Bonus
* ShareSave options
* 6.6 weeks holiday
* Payroll giving
* Employee Assistance Programme
* Shopping discounts
* Colleague wellbeing benefits
Equality and Inclusion We want to ensure that all employees, future employees, and applicants to all Kingfisher companies are treated equally regardless of age, gender, marital or civil partnership status, colour, ethnic or national origin, culture, religious belief, philosophical belief, political opinion, disability, gender identity, gender expression, or sexual orientation. Find out more about us, including the benefits we offer and our community, sustainability, and inclusion projects at bandqcareers.com.
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