We’re looking for an experienced and curious research professional to lead and develop a programme of ad-hoc research that helps put the customer at the heart of decision-making. You'll play a key role in shaping how the business understands and connects with its customers – both today and into the future.
What you’ll be doing
In this role, you’ll design and deliver bespoke customer research initiatives – including managing a dedicated customer panel, running regular insight projects, and identifying key consumer trends. Your work will directly inform business strategy, support stronger customer outcomes, and encourage a culture of evidence-based decision-making.
Key Responsibilities:
1. Lead and deliver customer research projects, ensuring a steady flow of actionable insights that shape strategic direction.
2. Manage and grow a customer insight panel, developing an engagement framework that encourages internal collaboration and meaningful customer interaction.
3. Create and drive a customer closeness programme that enables colleagues across the business to better understand the real-life experiences and needs of customers.
4. Monitor consumer trends and behaviours to anticipate future needs and opportunities.
5. Champion best practices in research methodology and insight communication, ensuring insights are practical, relevant, and accessible to all levels of the organisation.
6. Collaborate with the Customer Insight Lead to define and deliver the wider research agenda.
7. Oversee external research agencies and technology platforms to ensure high-quality, timely and cost-effective delivery.
8. Support the development of automated insight tools and visualisation techniques that bring insights to life.
9. Advocate for customer insight across the organisation – making sure the right knowledge reaches the right people and drives the right action.
What we’re looking for:
1. Solid experience in designing and delivering market or customer research.
2. Hands-on experience managing customer panels and delivering high-impact engagement.
3. Strong analytical and critical thinking skills, with the ability to handle complex data and translate it into clear, compelling narratives.
4. A background in research, analytics, or a related discipline (degree-level qualification preferred).
5. Curiosity and a genuine interest in aligning customer insight with commercial goals.
6. Confident working across a range of research methodologies and customer data sources.
7. Excellent communication skills, with the ability to engage non-technical audiences.
8. Strong interpersonal and influencing skills with good commercial awareness.
9. Familiarity with customer experience, CRM systems, and emerging research technologies.
Who you’ll work with:
You’ll be part of a talented Customer Insight and Analytics team, working alongside data specialists and researchers to provide a deeper understanding of customer needs. You’ll collaborate closely with colleagues across the business – including senior stakeholders and external insight agencies – to influence strategy and support success.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Marketing and Research
Industries
Financial Services and Non-profit Organizations
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