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.

Skills & Experience

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.
Apply Now
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