About
Job Description
Customer Insights Executive
Ashford - Hybrid with minimum 1 day/week in office
Salary up to £35,000 DOE
Are you a curious, confident, and skilled individual who is comfortable both taking a brief and drawing out usable, actionable insights, and working on their own intuition to identify key insights to profitably support an improvement in the customer experience?
As a key member of the Customer Experience team, the Customer Insights Executive will build a deep understanding of our customers through effective analysis of customer research, third-party insight, and internal data. You will have the ability to effectively communicate relevant insights via various communication channels.
You may be in a similar role in a client-side organization or looking to move out of the research agency environment. Whether your current data involves customer, market, financial, or digital insights, and whether you are a researcher or analyst, if you can clearly build and tell a compelling, action-led story based on robust insights, we want to hear from you.
What You’ll Be Doing
Work with the Director of Customer Experience and Senior Customer Experience Manager to manage and deliver a range of insights:
* Net Promoter Score (NPS) and Voice of the Customer (VoC) program
* Managing our always-on insights platform, providing robust data analysis and reporting
* Head Office Research Tracker
* Running our Corporate Head Office customer research program and managing the findings dashboard
* Historic Research and Third-Party Insight
* Managing the bank of past research and third-party insights to extract new value for internal clients
* Ad-Hoc Research
* Supporting the setup and analysis of customer research projects as required. Opportunities for active facilitation may be available for the right candidate.
What We Are Looking For
* Experience using a 'voice of the customer' research platform, ideally Qualtrics
* Relevant experience in customer research or a similar sector, with understanding of research methodologies
* Advanced analytical skills with the ability to draw actionable insights from data and present clear arguments
* Strong communication skills, capable of explaining complex insights simply
* Outstanding Microsoft 365 skills, especially Excel
* Team player, able to work under pressure and meet tight deadlines while maintaining attention to detail
Desirable Skills and Experience
* Ability to build surveys using platforms like SurveyMonkey or HotJar with complex logic
* Quick learner of new tools and software
Nice-to-Have Skills
* HotJar experience
Work Experience
* Data Analyst
Languages
* English
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