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Senior Customer Insights Researcher
3 months ago
Senior Customer Insights Researcher
Location: Flexible within the UK
Role Overview:
As a Senior Customer Insights Researcher, you will be instrumental in shaping our customer-centric vision and strategy at Vanquis Bank. Your primary responsibility will be to gather, analyze, and deliver actionable insights that inform strategic decision-making across the organization. This role requires a blend of qualitative and quantitative research methodologies to understand customer needs and behaviors.
Key Responsibilities:
- Customer Research: Lead and design comprehensive customer research initiatives, focusing on qualitative methods such as in-depth interviews and ethnographic studies. Utilize surveys and usability testing to gain a deep understanding of customer preferences and pain points. Collaborate with cross-functional teams to translate research findings into practical recommendations that enhance the customer experience.
- Market Analysis: Conduct thorough market research to identify emerging trends, opportunities, and competitive threats. Employ both qualitative and quantitative techniques to gather insights on market dynamics and customer preferences, synthesizing findings to inform strategic recommendations.
- Customer Understanding: Act as the authoritative source for customer insights, leveraging existing feedback channels and social media monitoring. Collaborate with stakeholders to establish customer metrics and utilize feedback to identify common themes and areas for improvement.
- Customer Engagement Panel: Develop and manage a customer engagement panel to gather direct input from customers, translating insights into actionable strategies that enhance customer experiences.
- Insight Generation: Synthesize findings from various research sources, including customer experience studies and market research, to identify overarching insights. Present research outcomes clearly and concisely to facilitate informed decision-making at all organizational levels.
What You Bring:
- Proven experience in conducting qualitative and quantitative research, particularly in customer experience and user experience domains.
- Strong background in market research and competitive analysis.
- Ability to analyze secondary research and internal analytics effectively.
- Excellent communication skills, with the capability to convey complex information to diverse audiences.
Preferred Qualifications:
- Previous experience in customer experience or user experience research, with a track record of successful project outcomes.
- Familiarity with regulated environments or complex organizational structures.
- Experience in the financial services sector is advantageous.
Working Environment:
At Vanquis Bank, we prioritize a supportive and flexible working environment. We value the unique contributions of each team member and strive to create a culture that fosters growth and development.
Equal Opportunity Commitment:
We are committed to embracing diversity and inclusion within our workforce. We believe that varied perspectives and backgrounds enrich our teams and enhance our ability to serve our customers effectively.
