Customer Research & Insight Manager - Newcastle
Job Description:
What you will get up to day to day
- Leading out all UX research and testing by defining the long-term vision and strategy for customer engagement.
- Ensure activities align and support the business objectives and goals.
- Establish principles and best practices to guide the development of user-centered products and services through customer research.
- Facilitating the implementation of UX processes and guidelines within the overall product development process and ensuring your team output is delivered in line with these guidelines. This includes establishing survey and research methodologies, metrics, samples and frequencies to deliver a robust and statistically valid measurement of customer experience.
- Accurately and effectively represent the ‘Voice of the customer’ at all forums.
We are looking for someone who
- Has a strong background in research, customer testing and validation.
- Has a degree or equivalent experience, and ideally, a research qualification
- Has broad knowledge and experience of qualitative and quantitative research techniques
- Is a strong people manager, ability to get the most out of the research team and develop new modes of thinking
- Is an excellent communicator, able to work with people at all levels within and outside Hubexo, engage and persuade key stakeholders and senior management.
- Can carry out research, systematically and without bias
- Is able to condense findings, interpret data and deliver actionable insights
Some of the key responsibilities
- Collaborate and work closely with centralised UX team colleagues, including VP UX/UI Design and the Global UX Lead.
- Own the Hubexo UX research guidelines, processes and associated policies that are managed in centralised UX.
- Ensure the consistent implementation of the Research function, including establishing survey and research methodologies, metrics, samples and frequencies to deliver a robust and statistically valid measurement of customer experience.
- Increase collaboration of teams and departments through sharing of findings via high-quality and consistent reporting methods, ensuring your research sets the direction for our product development initiatives.
- Manage and lead your team, setting clear short and long term goals whilst assessing team and individual performance.
- Mentor, coach, motivate and continually challenge individuals to reach their full potential.
- Develop strong working relationships with stakeholders and manage their expectations.
Our Values
- Dream big - Embrace ambitious goals and strive to exceed expectations, every day
- Thrive together - Collaborate, communicate and celebrate success
- Own it - Take ownership of your work and empower yourself to make a difference
- Do the right thing - Stand firm in your values and let integrity guide your actions at every turn
What you will get from NBS powered by Hubexo
The Basics:
- Competitive Salary
- Annual Leave - 25 days leave plus bank holidays
- Weekly Hours - 35 Hours per week for full-time roles
- Probationary Period - 6 months
- Pension - Competitive Group Pension Scheme
- Group Life Assurance - 4x Annual Salary
- Pay Day - 21st day of each month
- Sick Pay - Up to 6-months full pay (after 6+ years of service)
The Benefits:
- Annual Leave - Can Buy/Sell up to 5 days annual leave, and you're also able to carry over up to 5 days per year
- Birthday Day Off - An extra day to celebrate your birthday
- Festive Shopping Day - That's right - a half day off to help get that festive holiday shopping done
- Giving Back - 2-days per year to give back to your community through volunteering
- Private Medical Insurance - Employee contribution options at discounted rates
- Professional Fees - Professional Fees will be paid for by the company
- Learning and Development – We will support your personal professional development. Dedicated personal development allowance of 7 hours per month.
- Employee Assistance Programme - Help@Hand Cover to support your personal health and wellbeing. Unlimited counselling and mental health support
- Early retirement Scheme - You can apply for a 6-month phased retirement winddown
- Colleague Referral Scheme - Refer a colleague and if they're successful, get £1000
- Long Service Milestones - We invest in your commitment - regular milestone payments to celebrate your time with us, including additional annual leave
If this sounds like you then we would love to hear from you.
NBS powered by Hubexo is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.
Interested candidates should submit their CV and a cover letter detailing their relevant experience via the apply now option below.
Apply Now
- Effectively manage the day-to-day performance of the functions, ensuring the team supports Group business in a responsive and agile manner, whilst delivering strategic initiatives
- Lead and develop a multi-disciplinary team to remove any single points of failure, boost responsiveness and ensure dissemination of knowledge
- Drive process and system simplification in line with best practice to develop a robust system platform benchmarked against industry standards
- Effectively manage the day-to-day performance of the functions, ensuring the team supports Group business in a responsive and agile manner, whilst delivering strategic initiatives
- Lead and develop a multi-disciplinary team to remove any single points of failure, boost responsiveness and ensure dissemination of knowledge
- Drive process and system simplification in line with best practice to develop a robust system platform benchmarked against industry standards
Full job description available on request.
