Research and Customer Experience Manager

This is an exciting opportunity to join a fast growing business who are disrupting their sector in the UK.

What You’ll Do

• Develop and implement comprehensive market research and customer experience plans covering brand health, creative testing, campaign impact, marketing mix, customer journey mapping and target audience segmentation and market sizing projects.
• Manage all stages of quantitative and qualitative customer research projects to answer key business questions, including research proposals, questionnaire design and end to end delivery with research partners plus analysis and reporting.
• Manage brand tracking research, proactively identifying opportunities and trends sharing with key stakeholders and the wider business.

• Manage "recommendations" strategy including Trustpilot, maximising response, strategic use of TP assets, manage negative reviews and seek positive outcomes.
• Manage the voice of the customer programme driving improvements across all areas of the business.
• Collect and analyse customer feedback, market trends, and competitive intelligence to identify opportunities for improvement.
• Improve customer experience via customer journey mapping across all customer touchpoints (acquisition, onboarding, activation, plan management etc).
• Measure the effectiveness of marketing programs and strategies.
• Improve customer experience through effective management of key suppliers.
• Lend your expertise to other areas of the business and support business wide projects as and when required.

What You’ll Need

• Five years proven experience in market research from an in-house or agency background
• Excellent written and verbal comms skills
• Strong stakeholder management experience
• Highly analytical, with proven track record of converting customer data into actionable insight and sound customer strategies
• Strong problem solving skills, taking a structured hypotheses driven approach.
• Excellent project management and communication skills

Excellent package on offer.