Senior Manager - Customer Experience and Research

Senior Manager - Customer Experience and Research

Location: Warrington

Base Salary: Up to £80k DOE

Company: Large professional services organisation

Full time: 3 days a week on site and 2 working from home

Type of role: Mat Leave Cover - 9 months

The role of Senior Manager focuses on creating and implementing strategies for customer experience and primary research for the client and its business units.
The goal is to gather insights to make better decisions, understand consumers and important topics better, and improve the consumer experience.
This is a Primary Consumer Research role (not desk research) and is a pure mapping position (not developing the customer journey as there is another team which focuses on that).
The successful candidate will understand UX and CX (mainly CX) and be experienced in managing people.

The Role:

• Develop and execute a strategy and annual plan for Group and business units, encompassing primary consumer research and customer experience.


• Implement ongoing surveys to analyse key customer experience metrics across domestic, business, and supplier/provider experiences.


• Collaborate with the external communications team to support thought leadership campaigns through research programs.


• Utilise research findings to identify insights and trends for decision-making and consumer journey improvements.


• Engage with stakeholders across the business to ensure understanding and action on insights.


• Manage CX and research agencies to deliver timely, effective insights.


• Oversee report development to drive customer-centric improvements.


• Support colleague experience insight delivery with the People team.


• Assist digital marketing team with digital experience projects, including UX.


• Coordinate with the Strategy Team to complement their work with primary research.


• Lead and mentor the Customer Experience Manager and Research Manager.


• Foster strong relationships with internal stakeholders and business units.


• Stay updated on CX, UX, and research best practices to enhance business performance.


• Collaborate with the External Communications team to provide top-notch CX and research support internally.

Who are we looking for?

• Profound knowledge of primary research methodology and CX practices.B2B and B2C or just B2C is ideal.


• Proficiency in Microsoft Office applications.


• Extensive experience in senior CX and research roles and in primary and secondary research across various sectors.


• Proven track record in managing agencies and leading small teams.


• Collaboration experience across departments and organisations to meet stakeholder needs.


• Dynamic responsiveness while maintaining quality.


• Influential in obtaining stakeholder buy-in and ensuring actionable insights.


• Leadership guided by emotional intelligence and human-centered approaches.

Don't meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification.
At Adam, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyways.
You may be just the right candidate for this or other roles!

We are more than happy to discuss any reasonable adjustments that you may require.

Interested? Please apply now.

We look forward to hearing from you!