Customer Research & Insight Manager
Location:
Ashington or Durham
Contract:
Permanent
Hours:
37 per week (Mon-Fri)
Salary:
£43,336 per annum
Closing Date:
5pm, 9th May 2025
About the role:
* Develop, manage, and deliver a research and insights program using various techniques to enhance customer understanding and ensure tenant voices are considered in 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, measuring to identify pinch points and moments of truth.
* Manage TSM oversight, ensuring methodology robustness, compliance with regulations, trend analysis, and converting results into actionable insights through visual storytelling.
* Lead a Customer Research & Insight Analyst to deliver customer segmentation profiles and personas that inform business improvements.
About you:
* A passion for insight with a natural curiosity about customers and data.
* Relevant qualifications such as Market Research Society Advanced certificate or social science degrees with quantitative research experience.
* Experience managing quantitative research projects, including survey design and analysis.
* Confidence working with internal and external stakeholders, including senior leaders.
* Excellent communication skills, adaptable to different audiences.
* Ability to work at pace, prioritize, and manage multiple tasks effectively.
Benefits:
* 28 days annual leave plus bank holidays.
* Working from home up to 2 days per week.
* Health cash plan saving over £1000 annually on healthcare costs, including coverage for dependents.
* Savings on gym memberships, discounts on retail, travel, cinema, and more.
* Generous pension scheme with life insurance of 3x salary.
About us:
* We are dedicated to helping people find housing, believing a good home enables other opportunities.
* As one of the North East’s largest housing providers, we serve over 60,000 customers through building, renting, selling, and managing homes.
* We hold the Investors in People Gold Award since 2010, emphasizing our people-focused culture.
* Our values—customer focus, working together, respect, accountability, integrity, and leadership—are embodied in the ‘Bernicia Way’ culture.
Please note, driving may be required for this role, and a valid driving license is necessary if so.
For more information, contact:
Lynne Pitwood on 07899946842
We reserve the right to close this vacancy earlier if we receive a high volume of applications.
We are committed to promoting equal opportunities and encourage applicants from underrepresented groups.
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