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- Job title: Customer Research & Insight Manager
- Location: Newcastle, hybrid
- Salary: £45 - 50k, negotiable depending on experience
- Leading on all UX research and testing by defining the long term vision and strategy for customer engagement.
- Ensure activities align and support the business objectives and goals.
- Establish principals and best practices to guide the development of user-centred products and services through customer research.
- Facilitating the implementation of UX processes and guidelines by establishing survey and research methodologies, metrics, samples and frequencies to deliver a valid measurement of customer experience.
- Accurately and effectively represent the voice of the customer on all forums.
- Establish and implement processes around accurately reporting and feeding back research and validation findings to Senior Management and the wider business teams.
- Ensure frequent customer interaction and testing throughout the product development lifecycle.
- Assist in the delivery of the Product Management team’s short and long term strategy.
- Leading and guiding UX Researchers across multiple regions, platforms and workstreams.
- Promote a proactive environment for open communication with customers by all colleagues.
- Identify opportunities to increase interaction with customers.
- Ensure necessary validation and research so initiatives are successfully adopted and built with the customer in mind.
- Assisting in the creation of research assets.
- Coaching UX Researchers to improve their skills through 1:1 mentoring, team sessions or external training.
- Upholding a strong UX culture and promoting this across the wider company.
- Strong background in research, customer testing and validation.
- Extensive experience managing a team of research professionals.
- Degree / Equivalent experience, ideally a research qualification.
- Broad knowledge and experience of qualitative and quantitative research techniques.
- Strong people manager.
- Great communicator.
- Good business and commercial understanding.
- Awareness and understanding of modern marketing best practice.
- Knowledge of research good practice and legislation.
- Ability to carry out research, systematically and without bias.
- Ability to condense findings, interpret data and deliver actionable insight.
- Solid understanding of core UX principals such as UX Design, UI Design and UX Research.
- Experience of managing stakeholder relationships internally and externally.
- Experience of agile ways of working.
- Comfortable challenging the norms whilst being passionate and visionary about the users.
- Excellent written and verbal communication.
- Strong grammar and writing ability.
- Strong ability to plan, prioritise and manage expectations.
- Adept at delivering presentations and webinars.
