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Research Executive

4 months ago

London, United Kingdom Motability Operations Ltd Full time

**About The Role**: Motability Operations are currently recruiting for a Research Executive to join our team in London on a full-time, permanent basis. As a Research Executive, you will be responsible for project coordination and support of customer research projects, working with internal and external teams to ensure that research objectives are met, quality analysis is produced, and results are clear and concise.

Reporting to and working with the Research Manager, you will play an important part in a range of research activities, including customer satisfaction, brand tracking, customer community, consumer group panels, and ad-hoc research, all with a view to optimising customer experience and developing the Motability proposition to meet customer needs both today and in the future

**About You**:

- You should be passionate about improving customer experience and business performance through sharing the customers’ voice
- You should have a natural curiosity in understanding our customers, prospects and their needs
- You should be comfortable in taking research briefs from a range of stakeholders, capturing objectives and briefing external agencies
- You should have experience designing and reviewing research materials including questionnaires/surveys, and preparing invitations to recruit participants
- Experience of working with a range of internal and external colleagues, including project managers and interviewers, to ensure the objectives, budgets and timeframes of projects are achieved
- Experience of using CX platforms to measure operational performance and identify opportunities to improve customer satisfaction
- Whilst experience of both quant and qual research is desired, the role will be more heavily focused on our quantitative research programmes
- You should be confident producing basic analysis on qualitative and quantitative research datasets, and able to summarise findings succinctly to share insights with the business
- You will work with Analyst and Data Scientist colleagues as required to maximise the value of research findings
- Experience of speaking with customers to deliver qualitative feedback - in person or online - desirable but not essential
- A can-do attitude and an ability to deliver high quality work within tight deadlines
- Excellent time management skills and the ability to successfully prioritise simultaneous projects

**Minimum criteria**:

- Previous relevant experience delivering research projects on either client side or agency side

**About The Company**:
Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 630,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do, and our people demonstrate these values:

- Empowerment
- Empathy
- Inclusion
- Forward thinking
- Excellence

As a Motability Operations team member, the benefits you can expect are:

- Competitive reward package including an annual discretionary bonus
- 15% non-contributory pension (9% non-contributory pension during probation period)
- 28 days annual leave with option to purchase and sell days
- 1 day for volunteering
- Funded Private Medical Insurance cover
- Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme
- Life assurance at 4 times your basic salary to give you a peace of mind that your loved ones will receive some financial help
- Funded health screening for over 50s
- Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans
- Employee Discount Scheme with an app to save on the go
- Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees
- Generous family leave policies

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.

We pride ourselves on being an inclusive employer