Customer Insight and Research Lead

3 weeks ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom cv-library.co - Jobboard Full time
Customer Research and Insight Manager

Our client, a leading SaaS organisation, is seeking a Customer Research and Insight Manager to join their team. As a key member of the UX / UI governance team, you will be responsible for leading a team of UX Research Specialists in testing, validating, and analysing customer insight and feedback across the product management and delivery process.

Key Responsibilities:
  • Develop and implement a long-term vision and strategy for customer engagement.
  • Establish principles and best practices for user-centred product and service development through customer research.
  • Facilitate the implementation of UX processes and guidelines by establishing survey and research methodologies, metrics, samples, and frequencies to deliver a valid measurement of customer experience.
  • Ensure frequent customer interaction and testing throughout the product development lifecycle.
  • Assist in the delivery of the Product Management team's short and long-term strategy.
  • Lead and guide UX Researchers across multiple regions, platforms, and workstreams.
  • Ensure necessary validation and research so initiatives are successfully adopted and built with the customer in mind.
  • Assist in the creation of research assets.
  • Coach UX Researchers to improve their skills through 1:1 mentoring, team sessions, or external training.
  • Uphold a strong UX culture and promote this across the wider company.
Requirements:
  • Strong background in research, customer testing, and validation.
  • Extensive experience managing a team of research professionals.
  • Degree or equivalent experience, ideally a research qualification.
  • Broad knowledge and experience of qualitative and quantitative research techniques.
  • Good business and commercial understanding.
  • Awareness and understanding of modern marketing best practice.
  • Knowledge of research good practice and legislation.
  • Ability to carry out research systematically and without bias.
  • Ability to condense findings, interpret data, and deliver actionable insight.
  • Solid understanding of core UX principles such as UX Design, UI Design, and UX Research.
  • Experience of agile ways of working.
  • Strong grammar and writing ability.

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