Customer Research Manager

This position focuses on leading agile customer research initiatives, managing focus groups, and building a dynamic customer community to gather in-depth feedback. The role involves developing incentive-based feedback strategies and collaborating with marketing to integrate feedback listening strategies into membership loyalty programs.

• Passionate about customers.
• Lead agile customer research initiatives to gather actionable insights.
• Facilitate focus groups and manage a customer community for in-depth feedback.
• Own and evolve survey listening points.
• Ownership of survey design and alignment with brand.
• Develop and implement incentive-based feedback strategies.
• Collaborate with the wider marketing department to integrate customer feedback into loyalty programs.
• Collaborate with the wider marketing team on brand strategy and market positioning exercises.

Key Characteristics

• Passionate about understanding customer needs and behaviours through agile research methodologies, committed to leveraging insights to drive business decisions.
• Empathetic in approach to customer research, ensuring that studies and community interactions are designed to understand customer perspectives truly.
• Committed to building and maintaining a vibrant customer community where members feel valued and heard, driving insightful and actionable research outcomes.
• Curious about customer behaviours, market trends, and innovative research techniques, always seeking deeper insights and better ways to engage with the customer base.
• Attentive to the subtleties of customer conversations and feedback, ensuring research findings accurately reflect customer priorities and needs.
• Connected with customers through the community and with internal teams through collaborative initiatives, building trust and fostering a customer-centric culture.
• Courageous in exploring new research methodologies and presenting findings that may challenge existing beliefs or practices, advocating for changes that enhance customer experiences based on research insights.

Experience and Skills



• Educated to degree level or equivalent, ideally in a Marketing, Market Research, or Psychology-related field; Masters preferred.
• Extensive experience in customer research with a strong grasp of agile methodologies.
• Proven ability to manage and engage online communities.
• Strong analytical skills and the ability to present insights compellingly.
• Collaborative team player with experience working across functions.
• Excellent collaborative skills.

Be Rewarded:

• Earn Extra Rewards: Unlock bonuses and incentives to enhance your income.
• Secure Your Future: Build a nest egg with monthly pension contribution, helping you prepare for the future.
• Family Support: Access enhanced Maternity & Paternity Pay to help you prepare for new additions to your family.
• Refer and Earn: Cash-in on our 'Refer a Friend' programme – we're always looking for exceptional individuals like you!
• Peace of Mind: Benefit from a death in service benefit, though we hope you'll never need it.
• Save Smart: Enjoy discounts and cashback offers from a diverse range of high-street and online retailers, saving on everyday essentials and indulgences.

Get Recognised:

• Celebrate Longevity: Join our long-service recognition programme, honouring the dedication of our loyal team members throughout their careers.
• Peer and Manager Acknowledgment: Recognise and be recognised for your achievements, earning points redeemable with over 700 global retailers.
• Life's Milestones: Receive a gift to celebrate the birth of a baby, adoptions, and weddings, along with an extra day off for your wedding day.

Feel Valued:

• Always Accessible Healthcare: Benefit from a 24/7 virtual GP service for you and your family, ensuring prompt health answers that fit your schedule.
• Prioritise Mental Wellbeing: Utilise an independent service to identify and receive mental health support, including face-to-face counselling and self-help resources.
• Financial Wellbeing: Optimise your budget with our financial wellbeing package, offering real-time earnings tracking and early access to earned pay to help support you with unexpected bills.
• Savings Made Easy: Set up salary-based savings and earn a 5% boost through our savings scheme.
• Personalised Financial Guidance: Access one-on-one support from an independent Financial Coach.
• Comprehensive Assistance: Confidentially address life challenges through our Employee Assistance Programme, covering childcare, family matters, relationships, addiction, legal issues, financial concerns and more.
• Holistic Wellbeing Tools: Explore a wide range of resources for physical, mental, nutritional, and financial wellbeing through our Wellbeing App.
• Eye Care Benefits: Enjoy complimentary eye tests and contributions towards single lens prescriptions for VDU users.