Customer Insight Manager

• Build and manage a robust framework for gathering direct, indirect, and inferred customer insights.
• Manage relationships with third-party survey providers to ensure high-quality insight delivery.
• Identify gaps in the current customer experience and recommend actionable strategies to address them.
• Present findings and recommendations to senior stakeholders, advocating for customer-centric decisions.
• Lead and mentor a Customer Insight Analyst, fostering a high-performing, insight-driven culture.
• Stay up to date with best practices in customer insight and bring innovative ideas to the team.
• Translate complex data into clear, compelling narratives that highlight resident needs and priorities.
• Collaborate with Customer Journey Managers to ensure insights shape service improvements and journey design.

Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.

• Proven ability to lead and mentor analysts, with a track record of delivering actionable insights.
• Excellent storytelling and analytical skills, with the ability to turn complex data into clear narratives.
• Strong experience in customer insight methodologies, data analysis, and voice of the customer frameworks.
• Skilled communicator and collaborator, confident in presenting to senior stakeholders.
• Proficiency in digital tools for insight gathering and reporting i.e. Power BI

Please note that this role is a part-time, job share opportunity for 21 hours per week across three days; Wednesday, Thursday and Friday.

Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

Step 2: Successful candidates will be invited to a screening call

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Life Assurance x 4 annual salary
• Generous pension scheme
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Cycle to work scheme.
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan