Senior Customer Insight Research Specialist

We have an amazing opportunity to join our client as Senior Customer Research Specialist, head office Coventry based! You will be required to work flexibly, travelling to the Midland area and the North West. This a temporary full-time contract for 6 months. Working hours are flexible between the hours of 09.00am to 17.00pm, 35 hours per week. Annual salary paying £60,000-£65,000 pro rata dependant on experience or up to £550 per day. This role is inside IR35.

Our client has a clear roadmap that will both drive their performance to the forefront of our industry and support the UK government in achieving their net zero target by 2050. They are making a difference through innovation and new ways of working. They are shaping/creating a cleaner, greener future for their 11 million customers, they put their heart into everything they do.

You will be Driving Insights for the Business Plan and Hydrogen Strategy

The successful candidate will be supporting the Customer Insight Team in the delivery of research on time and in high quality. The position is short term due to the need to build capability for research to support customer insight as the business aligns its priorities to customer needs during one of the most dynamic times in the industry this will include supporting the first Hydrogen Village trial and the business planning process (managing / designing specific projects end to end).

The opportunity

Work with the business to identify and scope customer research requirements

Manage and support delivery numerous research projects at any one time for both external and internal stakeholders and customers, working across the business and with external partners.

Analysis of research and feedback received from customers and stakeholders and agree next steps with the Business turning insight into action

Support benchmarking activities to identify engagement best practice across the industry and beyond

Ability to prioritise based on impact and commercial rationale

Summarise data in engaging ways and excellent presentation methods

Analytical capability to develop an idea into action with commercial rationale such as cost benefits analysis, impact analysis or experience in creating profit pools from customer insight

Key accountabilities

Extensive experiences in a variety of customer insights methods, with the ability to develop a research approach to meet business needs

Ensure all work is effectively planned and executed ensuring optimum use of resources and timely delivery to internal and external customers alike

Combine key knowledge with excellent verbal and written communication skills (story telling using data)

Deliver and take ownerships of a specialist service within agreed internal and external process, procedure, timescales and expectations

Trusted to deliver a quality and specialist experience, always acting responsibly and communicating clearly

Promotes a positive safety culture through visible proactive, consistent and influential behaviours

Ability to investigate, analyse and contextualise complex issues, identify key points to be addressed and develop effective, practical and simple plans to resolve problems

Actively demonstrate and promotes a customer-oriented approach

Uses expertise to help direct strategy based on detailed analysis

Drive and deliver brilliant customer service in line with expectations, operating at all times with a sense of purpose

Understand the difference between diversity and inclusion and what is meant by creating an inclusive environment

About you

Research and customer insight subject matter expert, with specialism in:

Scoping, designing, and delivering complex customer research projects

Triangulation of complex data sources to identify trends and conflicts

Numerical Analysis and use of Power BI to analyse customer research in context of business data

Numerous types of customer research, including deliberative studies, willingness to pay and acceptability testing

Managing relationships with internal (business) customers (e.g. those receiving the customer research outputs) and a suite of external specialist research service providers

Undertake complex analysis of multiple data sources, including those obtained through customer insights received through customer research projects

Advise those requiring customer research on options available and make recommendations on the approach based on expertise and experience

Maintain an extensive external network of research and customer insight professionals to ensure that the companies approaches remain up to date and relevant

Combining commercial data analytics with customer insight to define business value.

Essential Skills / Experience

Degree educated in a numeric / statistics discipline

Some regulatory understanding, including understanding price controls

Ideally from an Insurance, Oil, Gas and Power, Government or Regulatory Industry or a Retail background

Strategic thinker with ability to contribute to key decisions and advise others by interpreting internal and external influences and changes

Complex problem solving and dealing with uncertainty

Excellent interpersonal skills