Senior Customer Insight Manager

Your new role
We care about our customers and communities, listening to how they feel, what they need from us and putting them at the centre of what we do.
This senior Insight Manager role is a new and exciting opportunity for a highly motivated and experienced market/social research specialist. You will be pivotal in leading on the development of a programme of research projects to deliver high quality insights that provide actions for improvement.
You will ensure we apply an evidence-led approach to delivering a better experience and improving safety for all our customers and communities.
This role can be based in either Birmingham, Nottingham or Guildford. Ad-hoc travel to other National Highways locations and to key external stakeholder offices will be required. A balance of office-based and home working is possible. We are happy to accommodate flexible working arrangements and welcome a discussion around how we can make working for National Highways work for you.
What you’ll be leading on
Commissioning and steering a dynamic portfolio of external Customer Insight research projects, tools, and consultancy support tailored to address our top business priorities.
Driving the implementation of robust project management methodologies, ensuring effective planning and control of project activities, guaranteeing the delivery of actionable outcomes.
Crafting compelling Customer Insight reports and presentations. Share these findings with colleagues across the business in engaging and interactive ways, empowering them to leverage insights for senior-level decision-making enhancements.
Collaborating with both internal and external stakeholders to pinpoint and convert business objectives into research goals. Strategise and prioritise projects that promise the most significant impact. Advocate for cohesive thinking and working practices to yield high-quality, timely, and cross-cutting actionable insights in agreed priority areas.
Spearheading the creation of a vibrant Customer Insight library. Work collaboratively across the organization to discover, compile, and maintain current and archived customer-related research findings. Make these insights easily accessible in an engaging manner, fostering a culture of continuous learning and improvement.
To be successful
Accomplished in leading market or social research initiatives, utilizing various quantitative and qualitative techniques (primary and secondary) to gather and analyse Customer Insights, fostering improved decision-making support.
Established and maintained robust programme/project governance, ensuring precise control over research budgets for optimal delivery of high-quality and cost-effective outcomes. Translated business objectives into actionable research goals, shaping the development and design of targeted research initiatives.
Proven track record of providing specialised advice that influences decision-making, collaborating seamlessly with internal and external stakeholders to shape outcomes, including service improvements and efficient delivery.
Demonstrated expertise in crafting and advancing Customer Insights through libraries, knowledge/data management hubs/platforms or other means, while actively fostering a culture of encouragement and upskilling among colleagues for their proficient use.
Showcased excellent written and verbal communication skills, bringing clarity to complex issues and making a substantial impact, including dynamic presentations at both internal and external events.
A bit about us
There’s never been a better time to join the Customer Experience Division within our Customer, Strategy and Communications directorate.
We drive and embed the company’s customer service strategy and lead the programme for the delivery of our annual customer service plans as well as supporting the engagement across the business to connect our people’s roles to their customer contribution.
From developing policy, standards and tools to improve customer experience, in areas such as correspondence, variable signs and signals, diversion routes, roadworks, network occupancy, incident management, freight and roadside facilities, active travel and travel demand management and litter.
Our Customer Experience Division’s work is very varied and we work collaboratively across the organisation to connect our people and help them understand their contribution, knowing that together we can all make a difference for our customers.
By joining the Customer Insight team you will be at the centre of delivering real change. The team provides, promotes and advocates high quality and timely insight and research to help the business respond to the ever-evolving needs, wants and expectations of our diverse range of customers.
Want to know more?
To request a copy of the role profile, please contact hrhighwaysengland@mailgc.cx.ukg.oraclecloud.com quoting reference number #4831
ABOUT US
Why you should join us
At National Highways we believe in a connected country. We are passionate about creating a culture where colleagues feel connected, included and enjoy greater wellbeing to achieve this. We’re proud that as an organisation we are continually striving to do better and actively encourage and support our colleagues to do the same with their careers.
So, if you put safety first, take ownership of your work, show passion for what you do, work effectively in a team, and demonstrate integrity in how you do it – then you’ll be a great fit for our organisation.