Customer Insight Manager (Research) 12 to 16 month FTC

We have an exciting new opportunity within our award-winning Research and Insight Team. The function is responsible for ensuring that we listen to and act on feedback from members, customers, non-customers, brokers, SMEs and employees. 

Following the acquisition of the Co-operative Bank, this role is responsible for leading the alignment of all of our Customer Experience (NPS) surveys across the bank and the Society and defining and adopting a best-in-class approach.  

Responsibilities include.

• Consulting and advising on best practice research methodologies,
• Designing and leading on all Customer Experience Surveys
• Working independently on the roll-out and transition of all surveys
• Project management, managing stakeholders and third-party suppliers.

Why Join Our Insight Team:

• Exciting Times Ahead – An opportunity to transform the way we do customer experience research.
• Make an Impact – Your research will directly influence decision-making and drive real change for our customers.
• Part of an award-winning team – Part of an experienced, friendly and energetic team.

Hybrid Role: This role will require you to be onsite in Coventry at least 1 day per week.

• 28 days holiday a year plus bank holidays and a holiday buy/sell scheme
• Annual discretionary bonus scheme
• Personal pension with matched contributions
• Life assurance (6 times annual salary)

We're looking for an individual who is a seasoned market researcher and looking to drive customer change in the business.

Essential:

• Experience of managing ad-hoc and continuous market research projects from end to end from initial briefing, through to research design, analysis and delivery is essential.
• Good knowledge and experience of research methodologies, tools and techniques.
• Quantitative research experience is a must.
• Strong analytical and communication skills are essential with strong data visualisation and storytelling.
• Experience of managing research suppliers.
• Comfortable juggling several projects at a time in a fast-paced environment

Desirable:

• Qualitative research experience is ideal
• Financial Services experience
• Agency Background

We’re one of the largest building societies in the UK and we share a mutual goal across our branches and our offices to improve the lives of others.

We’re officially recognised as a ‘Great Place to Work’ and our benefits go beyond basic pay, with a discretionary bonus scheme, a culture of reward and recognition and comprehensive support for wellbeing.

At the beginning of the year, The Co-operative Bank officially became part of our Group. Together, we have shared values and an ethical approach towards our members, customers, and colleagues.

We’re serious about equality, of race, age, faith, disability, and sexual orientation and we celebrate diversity. By working together, we know you’ll build more than just a career with us.

All together, better.

Flexibility and why it matters

We understand the need for flexibility, so wherever possible, we’ll consider alternative working patterns. Have a chat with us before you apply to see what the possibilities are for this role. 

Proud to be a Disability Confident Committed Employer

We’re proud to offer an interview or assessment to every disabled applicant who meet the minimum criteria for our vacancies. As part of the application process, disabled applicants can opt in for the Disability Confident Interview Scheme. If there are ever occasions where it is not practicable to interview all candidates that meet the essential criteria, such as when we receive a high number of applications, we commit to interviewing disabled candidates who best meet the minimum essential and desirable criteria.

If you would like to opt in to the scheme please contact our recruitment team when you apply via Get in touch - Coventry Building Society (coventrycareers.co.uk)