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Lead Customer Understanding Researcher

2 months ago

Chatham, United Kingdom Vanquis Bank Full time

Lead Customer Understanding Researcher

Location:  London, Bradford, Chatham, Petersfield

Salary:  

Closing Date: Friday 19 July 2024

Customer Experience Researcher  

Location: London, Bradford, Chatham or Petersfield 

We are happy for you to be based in London, Bradford, Chatham or Petersfield, but please note that occasional travel will be required to our other offices 

Working Pattern: Our working style is hybrid, but we recognise the importance of collaborative working with our colleagues, often 1 to 3 days per week in one of our offices

Benefits: Discretionary annual bonus, 25 days holiday up to 30 days (depending on service), pension scheme with matched company contributions up to 10%, one paid day to ‘give back’, LinkedIn Learning for all 

Don’t hesitate to apply for a role even if you don’t meet all the criteria; your unique strengths and eagerness to learn can be just as valuable. 

You and Your Team:   

As a Lead Customer Understanding Researcher , you will report to the Senior Manager of Customer Understanding. As a Lead Customer Understanding Researcher, you will play a crucial role in developing and championing our customer vision and strategy across VBG through gathering, synthesising and delivering actionable insights to drive strategic decision-making across the organisation. This multifaceted role encompasses both qualitative and quantitative primary and secondary research. 

In your day-to-day role as a Lead Customer Understanding Researcher, your will responsibility can be shown as the following:   

Customer Research: design and lead customer research with a particular emphasis on qualitative research through various methodologies. Lead in-depth interviews and ethnographic research, surveys and usability testing to understand customer wants, needs, pain points and Jobs to be Done. Collaborate with teams across the organisation to translate research findings into actionable recommendations. Continuously monitor and evaluate user feedback to iteratively improve the customer experience. Market Research: conduct market analysis to identify trends, opportunities and threats within the competitor landscape. Utilise both qualitative and quantitative research methods to gather insights on market dynamics, competitor activities and customer preferences. Synthesize market research findings to provide strategic recommendations. Customer Understanding: serve as a single source of truth for customer understanding, using existing feedback channels, surveys and social media monitoring. Work in collaboration with stakeholders across the organisation to set the strategy for customer metrics (e.g. CSAT/NPS) and other relevant measures across the customer journey. Use customer feedback to identify common themes, sentiments and areas for improvement. Act as the voice of the customer within the organisation, advocating for customer centric decisions and initiatives. Customer Panel: develop our VBG customer panel to solicit direct customer input and create actionable plans that drive better experiences for customers. Research Synthesis and Insight Generation: synthesise findings from various primary and secondary research sources including customer experience research, market research, and customer feedback to identify overarching insights and trends. Translate raw data into meaningful insights and actionable recommendations for key stakeholders. Prepare and present research findings in a clear, concise manner to facilitate decision-making at all levels of the organisation.

You will be a true customer champion, passionate about great customer experience and how to get others excited about it.

What will make you stand out?   

Experience of conducting qualitative and quantitative research, with a particular emphasis on CX / UX research. Experience of market research / competitor research Experience in interrogating secondary research and in-house analytics. Good commercial understanding and business acumen. Excellent communication skills, both written and oral, with the ability to convey technical information to non-technical stakeholders.

Desirable: 

Previous experience in CX / UX research, market research and related fields, with a proven track record of success Experience of working in a regulated environment or similarly complex environment Previous experience of working in financial services preferred

The interview process:   

Up to 30 minute telephone call with a member of the Talent Acquisition team 30 minute to 1-hour competency interview with the hiring manager 30 minute to 1-hour competency interview with the hiring team  Final 30 minute to 1-hour interview with the team's Senior manager.

Our average process takes up to 4 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team throughout the process.

As this role involves working within a regulated environment, any offer will be subject to satisfactory background checks, including criminal record checks, credit checks, fraud checks and employment references. 

Your working life: If you prefer to work part-time, we'll make this happen whenever we can - whether to help you meet other commitments or strike an outstanding work-life balance. Fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, so we aim to match your flexible working arrangements where possible. 

Why work for us?  

We’re Vanquis Banking Group plc, an FTSE All Share company and a leading specialist bank, established in 1880. We lend responsibly, providing tailored products and services to 1.75 million UK customers through Vanquis, Moneybarn, and Snoop. Our purpose is simple: to deliver caring banking so our customers can make the most of life’s opportunities. 

At Vanquis Banking Group, we believe in looking after our colleagues, so we do our best to create a rewarding, engaging, and supportive work environment for our various divisions.

We let our colleagues know we appreciate their hard work by offering competitive salaries, benefits, and a Group-wide recognition scheme. All colleagues are eligible to join a pension scheme, and after six months of service, you can join our ‘Save as you Earn’ and 'Buy as you Earn' schemes. 

We offer a range of training and development opportunities to help each of our colleagues maximise their potential, whatever their role. From your first day working with us, we’ll help you settle into your new role, and we are happy to talk to you about your career aspirations. 

Equal Opportunity Statement   

At Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, marital or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams and, most importantly, help support our customers in the best way possible. Our people help us fulfil the reason we’re here in the first place: to deliver caring banking so our customers can make the most of life’s opportunities.