Customer Research Manager

Our client is a major UK charity, operating in the health arena and providing an array of valuable services. Funding and services are key focuses for the marketing and strategy team and The Customer Research Manager will champion the voice of the customers by ensuring their needs and expectations are understood and put at the heart of the organisation. This role will consult on and lead projects for teams across brand and marketing, fundraising, retail and medical to develop insight plans, manage research projects, and deliver insights to inform decision making.

The key accountabilities for this position are:

Consultancy - leading relationships with stakeholders across the whole organisation to understand how insight can support their decision making and translating this into insight plans and research briefs Leading in-house projects from end to end - writing briefs, designing sample frames and recruitment criteria, designing research materials (discussion guides, surveys etc), managing fieldwork (e.g., online surveys, moderating focus groups or interviews), conducting analysis and presenting insights, with overall accountability for delivery and quality assurance Leading relationships with external research agencies on outsourced research projects - leading procurement, managing relationships, and leading on quality assurance on all elements of the project Presenting clear and concise insights and recommendations to a diverse range of stakeholders, including Executive level stakeholders Conducting desk research using market trends, data available internally and externally, and previous insight projects to pull together analysis across a range of sources Keeping up to date with current research methods, trends, technologies, markets and competitors and proactively sharing your knowledge with others in the team to support continuous improvement of research practice Identifying and implementing improvements to processes and ways of working Supporting colleagues to have the knowledge and skills to self-serve for the insight they need, where appropriate May line manage a direct report

The successful candidate will have a solid market or social research background, with experience gained from a research agency and/or client-side. It is essential to understand brand and customer market research and be able to demonstrate hands-on experience of both qualitative and quantitative methods.

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