Customer Insights Manager

• The opportunity to work for an organization that has a strong sense of purpose, is values-driven and helps colleagues to develop professionally and personally through our range of people development programs
• Hybrid Work
• Fixed Term of 12 months

• Proactively identify key knowledge gaps, consulting with senior stakeholders to understand their challenges & priorities. Develop / implement / lead a forward plan to meet these needs & support delivery of the LR strategic plan
• Design, deliver and execute qualitative & quantitative research studies, using a range of methodologies, to develop deep insights into customer experiences, behaviours and motivations, pain points, current and future needs, to enable decision-making by senior stakeholders
• Undertake regular review and analysis of existing and ongoing VoC data to identify themes, patterns, risks and opportunities
• Analyse voice of the customer data and feedback to understand the degree to which customers are satisfied or dissatisfied, analysing and interrogating the data to understand causal factors behind dissatisfaction, and the value drivers for our customers
• Support transformation activities through providing VoC subject matter expertise to understand client needs, expectations and pain points to support design of new / redesign of existing products & services to improve experience, increase adoption and ensure user-centred design
• Work with CTIO, journey owners and product teams to design, test and implement customer experience measurement, including feedback loops that drive action from the customer feedback
• Synthesise intelligence from multiple sources and disciplines, collaborating with stakeholders and other members of the insight team to contextualise customer feedback with quantitative analytical data and market and competitive intelligence, to deliver powerful, actionable intelligence on business opportunities and risks
• Ensure that insights are communicated to stakeholders in a clear, engaging and message-led way, using a variety of channels, influencing actively and effectively to ensure that insights are heard, understood and lead to action to improve business performance. Tell compelling stories that promote culture change and client-centric behaviours, to support delivery of LR's strategy
• Actively promote insight and CX across LR, driving increased customer focus and building ongoing maturity of our insight capability
• Ensure that insights are communicated to stakeholders in a clear, engaging way, using a variety of channels, influencing actively and effectively to ensure that insights are heard, understood and lead to action to improve business performance. Tell compelling stories that promote culture change and client-centric behaviours, to support delivery of LR's strategy
• Prioritise work effectively, aligning resource to strategic priorities and the greatest commercial opportunities & threats, balancing planned work with ad hoc demand

• Highly developed skills in voice of customer – depth interviews, focus groups, workshops, co-creation techniques and iterative approaches
• Extensive personal experience in interviewing senior customers and stakeholders
• Hands-on experience designing and executing qualitative and quantitative research projects
• Extensive capability in analysing qualitative and quantitative customer data to extract insights and trends in customer experience and business performance
• Proven success using primary research to deliver actionable insight that improves business performance
• Exceptional communication, influencing and presentation skills to articulate the results of analyses clearly. High capabilities in external and internal stakeholder management, building engagement and commitment to action
• Personal credibility and gravitas, allowing you to act as an ambassador for LR with senior clients
• Understanding of change management principles to support transformation initiatives
• Results-driven, self-motivated and tenacious; able to work autonomously or as a collaborative team player
• Strong commercial understanding
• Enthusiastic and curious, passionate about insight and customer experience
• Strong planning and organisation skills

• ensure our recruitment process is inclusive and accessible.
• communicating and promoting vacancies offering an interview to disabled people who meet the minimum criteria for the job.
• anticipating and providing reasonable adjustments as required
• supporting any existing employee who acquires a disability or long-term health condition, enabling them to stay in work.
• at least one activity that will make a difference for disabled people.

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