Customer Insights Manager

Application Deadline: 22 September 2025

Department: Customer Insights and Journeys

Employment Type: Permanent - Full Time

Location: London

Compensation: £44,000 per year + benefits

Description

Are you passionate about putting customers at the heart of everything?

We are looking for a Customer Insights Manager to lead the development of a deep, organisation-wide understanding of our supporters and audiences. You will drive market research, analyse customer data, and translate insights into actionable strategies that shape our communications, customer journeys, and engagement. Your leadership will be key in embedding a customer-centric culture across Dogs Trust and helping us deliver meaningful experiences that support our mission.

What does this role do?

As a Customer Insights Manager, you will:

• Develop and maintain an organisational view of Dogs Trust's customer base to guide external communications planning across messages, channels, and touchpoints.
• Create and manage a customer segmentation framework, working with data, operations, and fundraising teams to ensure a holistic view of our audiences.
• Design and deliver customer research projects using surveys, focus groups, and data analysis to generate insights that shape communications and customer journeys.
• Produce clear reports and presentations, using internal data sources like Salesforce, web analytics, and social media to provide actionable insights.
• Lead and develop the Customer Insights team, manage external research partners, and stay informed on new trends and technologies in customer insight.

Could this be you?

With proven experience of leading a team that drives market research ideas and marketing communications you will be an expert in marketing research (Qualitative and Quantitative), data analysis, and customer insights. Experienced in managing market research agencies to deliver projects, you will be an excellent communicator with expertise in data visualization tools. Experience using statistical software packages (e.g. R, SPSS, Tableau, Excel) and/or digital analytics tools (e.g. GA4) to deliver insights is desirable.

What do we do?

The Customer Insights and Journeys team is responsible for developing a deep understanding of Dogs Trust's customers through market research and data analysis to enable us to develop our customer base in the round, and to inform the development and implementation of effective marketing communications campaigns, that drive customer engagement through relevant customer journeys that meet the needs of our target audiences.