Customer Insight Manager

Job information Customer Insight Manager from the Company Transport for London, this latest Customer Insight Manager job vacancy is located in the city Hybrid work in London. This latest job opening is open to job seekers who have the latest education / graduate . Job Vacancies in this Marketing field have been opened and published up to the specified time.

Job Description : Organisation- Customer Job- Market Research Position Type- Full Time

Location: Southwark, London / Hybrid 50% home working model Salary:£50,000 - £55,000 plus fantastic benefits

The role of Customer Insight Manager sits in TfL's Customer Insight, Strategy and Experience (CISE) team. As a team we act as customer champions, making sure that TfL is considering customers in all levels of decision making. We do this by understanding what customers want through our research and translating that into strategy and action for the business.

As a Customer Insight manager, you will ensure delivery of evidence based view of customers' needs and perceptions, that enables TfL's decision-making and business planning and reflects our Customer Strategy. You will understand and explain customer perceptions to resolve problems and propose creative new ways forward.

You will maximise leverage of existing data sets with external information such as benchmarking, to ensure findings and insight optimise leaner, cost-effective achievement of TfL's Customer Strategy and business objectives.

A key focus of this role is producing and championing insight that helps TfL to understand the diverse accessibility needs of our customers. Previous experience and knowledge in the field of accessibility and inclusion is desirable.

Key Accountabilities

• Evaluate, analyse, interpret and present research and analysis enabling deep understanding and insight into customer and stakeholder needs, behaviours and perceptions. Use this insight to drive TfL decision making, and continuous improvement of customer outcomes in operational business and Professional Services delivery
• Develop and maintain strong working relationships across the business, creating buy-in and enthusiasm for delivering customer outcomes.
• Be an advocate for TfL's customers by acting as the ‘customer's voice' in programme delivery and development, and in contract management, ensuring delivery of better customer outcomes
• Prepare high quality insights to find opportunities for improvement, and gaps for future action that are aligned with our Customer Strategy. Communicate these to the business to drive action.
• Design, direct and manage timely delivery of high quality customer insight and research programmes through external agencies and internal resources, ensuring optimal choice of research and analysis methods.
• Day to day management of external suppliers to design, commission and direct research projects with established budgets and timelines, regularly reviewing techniques and developing creative new approaches
• Ensure rigorous assessment and evaluation of programmes and initiatives including services, supplier contracts and marketing communications to determine if objectives have been met and identify how to improve
• Manage more junior staff, as required and external suppliers to achieve outcomes.

Skills Knowledge and Experience

• Deep understanding, interpretation and communication of quantitative and qualitative research findings
• Strong analytical skills. Ability to source, collate, analyse and interpret data into insights and to communicate and use results to develop creative business policies and strategies
• Outstanding communication skills - verbal briefing, concise report writing and effective presentations
• Excellent influencing abilities, able to work with a variety of stakeholders and persuade them to your point of view.
• Excellent client, agency and project management skills with the ability to balance multiple projects and to judge priorities while ensuring accurate outputs
• Experience in transport, government or market research design, analysis and interpretation and statistical techniques and development of major projects
• Microsoft Office expertise especially Excel and Powerpoint
• Knowledge and understanding of related fields such as employee communications, employee or customer experience, business or HR strategy, behaviour change theory or behavioural economics would be desirable
• Degree level qualification or appropriate professional experience
• Membership of Market Research Society or Social Research Association or similar preferred
• Experience and knowledge in the field of accessibility and inclusion is desirable

This advert closes at 23.59 on Sunday 30th June

Excellent Benefits include:

• Final salary pension scheme
• Free travel for you on the TfL network
• Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
• 30 days annual leave plus public and bank holidays
• TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
• Private healthcare discounted scheme (optional)
• Tax-efficient cycle-to-work programme
• Retail, health, leisure and travel offers
• Discounted Eurostar travel

Additional Information: Please apply supplying both your CV and a covering letter preferably in “.docx” format. Both documents should be A4, in Arial 12 font, and a maximum of 2 pages per document.

If you are shortlisted you may be invited to take part in a Video interview. We endeavour to give candidates as much notice as possible however some interviews/ assessments will be organised at short notice and will require a degree of flexibility. We reserve the right to close the application window early if we receive a high volume of suitable applications.

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.

Many of our staff work flexibly in many different ways. Please talk to us at interview about the flexibility you need. We'll see what we can do. We understand a confidence gap can get in the way of meeting spectacular candidates. So please don't hesitate to apply if you think you have what it takes even if you feel you don't meet all the criteria. We'd love to hear from you.