Customer Research Lead

6 months ago

Nottingham, United Kingdom Experian Full time

**Company Description** Who are Experian?**

We are the world’s leading global information services company. During life’s big moments - from buying a home or a car, to sending a child to college, to growing a business by connecting with new customers - we empower consumers and our clients to manage their data with confidence. We help individuals to take financial control and access financial services, businesses to make smarter decisions and thrive, lenders to lend more responsibly, and organisations to prevent identity fraud and crime.

We have 20,000 people operating across 44 countries and every day we’re investing in new technologies, talented people, and innovation to help all our clients maximise every opportunity. We are listed on the London Stock Exchange (EXPN) and are a constituent of the FTSE 100 Index.

**Our approach to flexible working**
We care about work that works, whether that’s about where you work or adjusting your hours to fit better with your life. Our flexible working practices, including our hybrid working model where you can split your working time between the office and your home, support our belief that this balance brings long-lasting benefits for our business as well as ensuring that our people can balance successful careers with their commitments and interests outside of work. So that you can love where you work, please discuss what works for you with your recruiter during the hiring process.

**Accepting you, for you.**
We want you to feel accepted for who you are and to feel safe, valued and to help us build a culture of true belonging. Experian is proud to be an equal opportunity employer and we take affirmative action to create a more inclusive and equitable world of work. We are committed to equal employment opportunities regardless of age, disability, gender identity, marital status, race, ethnicity, faith or belief, sexual orientation, socioeconomic background, Veteran status or whether you’re pregnant or on family leave.
**Job Description** Role Profile: Customer Research Lead - Customer Innovation Team**

The Customer Research Lead is a vital contributor to the Innovation Team, focused on leading customer research efforts to validate assumptions and accelerate product innovation. This role demands a comprehensive understanding of the customers' jobs to be done (JTBD), including functional, emotional, and social dimensions. Utilising these insights, the Lead will navigate the organisation's Product Lifecycle Management (PLM) system to streamline the innovation process, facilitating a quicker path to capital and investment. They bring extensive experience in customer research, showcasing an ability to conduct insightful conversations with both B2B clients and end consumers, and efficiently manage multiple projects within the PLM Innovation framework.

**Core Responsibilities**
- Customer JTBD Analysis: Gain a profound understanding of the functional, emotional, and social jobs to be done by customers to inform research direction and innovation strategies.
- PLM Framework Compliance: Utilise the Product Lifecycle Management (PLM) system effectively to advance product development and innovation initiatives.
- Stakeholder Reporting: Synthesize, analyse and present data and insights through comprehensive reports for stakeholders and C-suite executives, offering clear, actionable recommendations.
- Experiment Design: Craft and implement experiments within the PLM framework to promote product growth and scalability, focusing on innovative and efficient solutions.
- Cross-functional Collaboration: Align research activities with the broader business objectives by working closely with product development, marketing, and GTM teams.

**Role Impact**

The Customer Research Lead is crucial in determining the direction of product innovation, ensuring that projects not only meet market demands but also position the organisation ahead of industry trends. De-risking resource and capital allocation to focus on priority initiatives through a nuanced understanding of customers JTBD, strong evidence and validation that customers want our solutions and are willing to pay and strategic use of the PLM & Innovation frameworks, this individual will contribute to maintaining the organisation's competitive edge.

**Behaviour Enablers and Drivers**

**Curiosity**: The extent to which a person is likely to tackle problems in a novel way, see patterns in complex information, and pursue deep understanding. Question the status quo and consistently search for different and better ways to do things. ’Wouldn’t it be great if we ’ Keeps an open mind constantly asking ‘What if?’, Avoid shutting down new ideas by saying ‘This is the way we do things here’. Adopt a problem solver, versus fault finder, mindset.

**Customer obsessed**: Relentlessly seek to develop ever deeper understanding of the jobs to be done of customers, clients, employees and stakeholders. Ensure all solutions are

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