Customer Experience Strategist
3 weeks ago
Job Title: Insights and Research Manager
Job Type: Full-time
Location: Newcastle, UK (with occasional travel or hybrid working arrangement)
Job Summary:We are seeking an experienced Insights and Research Manager to lead our customer research and insight team. As a key member of our centralised UX/UI governance team, you will be responsible for defining our processes and procedures around ongoing customer interaction.
Key Responsibilities:- Lead all UX research and testing, defining the long-term vision and strategy for customer engagement.
- Ensure activities align and support business objectives and goals.
- Establish principles and best practices to guide the development of user-centered products and services through customer research.
- Facilitate the implementation of UX processes and guidelines within the overall product development process.
- Accurately and effectively represent the 'Voice of the customer' at all forums.
- Strong background in research, customer testing, and validation.
- Degree or equivalent experience, and ideally, a research qualification.
- Broad knowledge and experience of qualitative and quantitative research techniques.
- Strong people management skills, ability to get the most out of the research team and develop new modes of thinking.
- Excellent communication skills, able to work with people at all levels within and outside the company, engage and persuade key stakeholders and senior management.
- Ability to carry out research systematically and without bias.
- Ability to condense findings, interpret data, and deliver actionable insights.
- 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).
- 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.
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