Customer Insight Lead (Market Research and Data) Full Time NEW

Role Overview

Ready to build a customer insight function that takes feedback data and turns it into insight that helps drive real change and puts the customer voice at the heart of decisionmaking?

Do you have experience of leading customer insight at scale? Are you passionate about using customer voice feedback, and storytelling to improve the customer experience?

Come and join us as Customer Insight Lead to helps us transform our processes and ways of working, achieve greater consistency and drive better services and outcomes for our customers

This is a roam role, so you’ll work at least three days a week from our fantastic office at Hudson Quay in Middlesbrough. We’ll need you to be flexible around business and team need, so you may need to come into the office more frequently when required

Thirteen Benefits

• Salary £45,666 per annum
• Annual leave starting at 28 days and rising to 31 days after three years, a day off for your birthday, plus bank holidays.
• Pension up to 17% contributions (flexible contribution rates of up to 7% colleague and up to 10% employer).
• Simply Health save money on common health expenses and get access to health and wellbeing support services.
• T’dar our Discount and Reward platform giving you huge savings on everyday brands.
• Opportunities to buy and sell annual leave

Key Responsibilities

• Develop and build stronger customer insight capability. You’ll strengthen how we capture and analyse the customer voice, using a variety of analytical tools and approaches to transforming data into clear recommendations.
• Design and scale up our outbound survey programmes across all customer-facing services. You’ll ensure feedback channels are accessible, inclusive, and representative of diverse customer groups.
• Translate complex data into insight to inform strategic and operational decisions, including reports for leadership, scrutiny panels, and governance forums.
• Own and enhance our customer feedback processes, analysis, and reporting, so teams clearly and consistently approach how we understand what customers are telling us.
• Play a crucial part in embedding a culture of data-driven decision-making. You’ll monitor trends, emerging themes and issues, and customer impacts to help services prioritise improvements that matter to customers and help build levels of trust.
• Support with mapping customer journeys to continually drive satisfaction and ensure regulatory adherence.

About You

• Passionate about market research and data insights, you’ll bring experience from a customer insight, data analysis, research, or performance reporting role. Including utilising various methods and channels to ensure we hear from harder to reach groups.
• Expertise in market research methods, including surveys, segmentation, quantitative and qualitative analysis, and benchmarking comparison.
• Proven experience at helping colleagues and teams better understand complex data, with a track record of designing, executing, collecting and interpreting complex quantitative or qualitative data into practical insights.
• Great communication and collaboration skills to build relationships across teams. You’ll connect customer feedback with complaints learning, customer outcomes, and operational performance to enhance service delivery.
• An inspiring people leader, experienced in leading, managing and supporting a small team to deliver excellent outcomes.

Why Thirteen

At Thirteen, we work together to provide quality homes, build stronger communities, and support people to live well. As the largest housing association in the North East and among the top 25 nationally, we manage over 36,000 homes, with over 1,600 colleagues providing services for around 100,000 customers.

Our vision is to be the most trusted housing association, with happy customers. In fact, we put customers at the heart of everything we do.

• Join a team that’s local at heart but welcomes talent from everywhere.
• Be part of an organisation that values diversity and inclusivity.
• Be a part of a company that offers tailored support services, going beyond just housing solutions.

Interested?

For more details, please refer to the attached documents.

If you’d like to talk more about the role, please contact Ian Atkinson, Head of Touchpoints on 07772 200685 for an informal discussion.

NO RECRUITMENT AGENCIES, please.

Are You Ready for a Rewarding Challenge?

Join us at Thirteen Group and be a part of our vision to improve lives every day. APPLY NOW and start your journey towards making a meaningful impact in our community!

As part of our hiring process, if you’re successful we’ll need to verify your right to work in the UK. Unfortunately, we are not a Skilled Worker Sponsoring Employer at this time.