Senior Customer & Market Insights Research Manger

Senior Customer and Market Insights Research Manager – Oxford

Salary up to £62,000 p.a. + superb benefits.

Fantastic opportunity for experienced Customer and Market Research Manager ideally from an agency background to design surveys, gather customer insights and relay statistical analysis to senior management with a focus on customer insights, market insights and competitor insights.  Our client is a global organisation however this team (10 in total) act as an in-house market insight agency, and get hands on with design, analysis and delivering insight projects from conception through to completion and therefore you must be happy being hands-on across all stages of the process. You will work closely with leaders in the business ensuring that we are making the right decisions based upon the latest insight you have provided using your research and analytical skills.

As Senior Customer & Market Insights Research Manager you will be responsible from running key global customer experience tracking initiatives, innovating, and developing the company’s approach, not only to fulfill the current needs of the business, but to direct and inform their future path. The role will include developing new research initiatives to help us identify opportunities and ideal for someone looking for a client-side move after a successful agency career or for someone with sound consultative and project management skills honed in the client-side environment. You will be expected to undertake international travel as part of the role.


  • Manage customer satisfaction research – Manage existing customer experience studies. Develop new customer insights initiatives in partnership with the business. This will involve designing surveys, scripting them (using ConfirmIT), and undertaking analysis of feedback to identify key insights. You will work closely with colleagues to ensure recommendations you suggest translate into business action. Take advantage of the latest technologies to ensure our projects are efficiently managed.
  • Help shape the future of our business – Work with the business to provide quality market research that deepens our understanding of the market and helps shape our future business by identifying opportunities. This will involve engaging external vendors, overseeing projects and ensuring the delivery of high-quality results.
  • Expand our knowledge of the market and competitors – Enrichen the businesses’ understanding of the market by proactively scanning, analysing and, disseminating market and competitor intelligence. Share with colleagues in the team and the business; help shape the thinking about how the business should respond.
  • Synthesize results incorporating multiple sources – Draw upon secondary sources as well as primary data to tell the customer story; this will involve sourcing, manipulating, and analysing large data sets.
  • Communicate insights powerfully – Proactively communicate research results into the business. Communicate insights in a compelling passionate manner. 
  • Provide advice and support to colleagues – Support business colleagues, and management as appropriate, who wish to undertake independent research. Provide advice on projects ensuring they adopt the most appropriate approach. 
  • Coach members of the team – Mentor and motivate other members of the team. Coach others in managing projects and suppliers. Keep up to date with the latest research practices and tools. Seek out sources that can be used to develop members of the team. Propose, develop and share best practices with colleagues. 
  • Ensure rigour across projects – Ensure that there is high standard of rigour and analysis on projects, adhere to a consistent approach to sign-posting results and measuring performance. 
  • Grow the reputation of the team – Help grow the reputation of the insights team internally and externally. Constantly seek out and apply new research approaches that deepen our insight or make us more efficient. 


  • Develops Strategic Perspective
  • Solves Problems and Analyzes Issues
  • Innovates
  • Collaboration and Teamwork
  • Technical and Professional Expertise
  • Develops Others
  • Communicates Powerfully and Prolifically
  • Personable with strong influencing skills that can be used to build partnerships with cross-functional teams.
  • Self-starter with strong project management skills, able to balance multiple complex projects at once and work to tight deadlines.
  • Hardworking, methodical and, organised. Strong attention to detail.
  • Good knowledge of statistics, able to explain the fundamentals to colleagues.
  • Ability to communicate effectively at all levels of the organisation and able to present insights in a compelling fashion. Perfect command of both written and oral English is a prerequisite.     

Education and Skills Required

  • Has a proven ability and expertise in insight generation that extends over 6 years (preferably with agency experience).
  • A strategic thinker who is degree qualified ideally in a science.
  • Rich experience designing and running continuous research programs, specifically customer experience tracking. Confident scripting questionnaires – ConfirmIT experience particularly advantageous.
  • Ability to run statistical analysis (including regression, factor analysis, ANOVA). Expertise in SPSS and/or R is advantageous.
  • Experience setting up and developing dashboards helpful (much of our reporting is online) ideal.
  • A good understanding and experience of Business-to-Business research. Knowledge of the STM publishing industry advantageous.
  • Experience of managing staff.
  • Good knowledge of the Microsoft suite (including Excel, MS Access and, SharePoint). Very comfortable preparing PowerPoint presentations. Sensitive to design and displaying complex information in a visually compelling manner.

Salary: £62,000 p.a

Location: Oxford

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