Research Manager – Customer Insight
Salary – £55,000 to £70,000 plus benefits
Hybrid working (minimum 3 days per week onsite)
London based
We’re looking for an experienced and curious research professional to lead and develop a programme of ad-hoc research that helps put the customer at the heart of decision-making. You'll play a key role in shaping how the business understands and connects with its customers – both today and into the future.
What you’ll be doing
In this role, you’ll design and deliver bespoke customer research initiatives – including managing a dedicated customer panel, running regular insight projects, and identifying key consumer trends. Your work will directly inform business strategy, support stronger customer outcomes, and encourage a culture of evidence-based decision-making.
Key Responsibilities:
- Lead and deliver customer research projects, ensuring a steady flow of actionable insights that shape strategic direction.
- Manage and grow a customer insight panel, developing an engagement framework that encourages internal collaboration and meaningful customer interaction.
- Create and drive a customer closeness programme that enables colleagues across the business to better understand the real-life experiences and needs of customers.
- Monitor consumer trends and behaviours to anticipate future needs and opportunities.
- Champion best practices in research methodology and insight communication, ensuring insights are practical, relevant, and accessible to all levels of the organisation.
- Collaborate with the Customer Insight Lead to define and deliver the wider research agenda.
- Oversee external research agencies and technology platforms to ensure high-quality, timely and cost-effective delivery.
- Support the development of automated insight tools and visualisation techniques that bring insights to life.
- Advocate for customer insight across the organisation – making sure the right knowledge reaches the right people and drives the right action.
What we’re looking for:
- Solid experience in designing and delivering market or customer research.
- Hands-on experience managing customer panels and delivering high-impact engagement.
- Strong analytical and critical thinking skills, with the ability to handle complex data and translate it into clear, compelling narratives.
- A background in research, analytics, or a related discipline (degree-level qualification preferred).
- Curiosity and a genuine interest in aligning customer insight with commercial goals.
- Confident working across a range of research methodologies and customer data sources.
- Excellent communication skills, with the ability to engage non-technical audiences.
- Strong interpersonal and influencing skills with good commercial awareness.
- Familiarity with customer experience, CRM systems, and emerging research technologies.
Who you’ll work with:
You’ll be part of a talented Customer Insight and Analytics team, working alongside data specialists and researchers to provide a deeper understanding of customer needs. You’ll collaborate closely with colleagues across the business – including senior stakeholders and external insight agencies – to influence strategy and support success.
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