Customer Insights Executive

Job DescriptionJob Description Customer Insights Executive Ashford -Hybrid with minimum 1 day/week in office Salary up to £35,000 DOE Are you a curious, confident and skilled individual who is comfortable both taking a brief and drawing out usable, actionable insights and working on their own intuition to identify key insights to profitably support an improvement in the customer experience. As a key member of the Customer Experience team, the Customer Insights Executive will build a deep understanding of our customers, through effective analysis of customer research, 3rd party insight and internal data. You will have the ability to effectively communicate relevant insights via a number of communication channels. You may be in a similar role in a client-side organisation or looking to move out of the research agency environment. Whether the data you work with today is customer, market, financial or digital, you’re a researcher or analyst; if you can clearly build and tell a brilliant, action-led story based on robust insight then we want to hear from you. What you’ll be doing: Work with the Director of Customer Experience and Senior Customer Experience Manager to manage and deliver a range of insight: Net Promotor Score (NPS) and Voice of the Customer (VoC) programmeA super-user of our always on insights platform, providing robust data analysis and reporting.Head Office Research TrackerRunning our Corporate Head Office customer research programme and managing the findings dashboard.Historic Research and 3rd Party InsightManage the bank of past research and 3rd party insight to extract new value for internal clients.Ad-Hoc ResearchSupport in the setup and analysis of customer research projects as required. For the right candidate there will be the opportunity to get actively involved in facilitation.What we are looking for: Experience of using a ‘voice of the customer’ research platform, ideally Qualtrics Relevant experience in customer research or a similar sector, and understanding of research methodologies Advanced analytical skills with demonstratable ability to draw actionable, key messages from data and present arguments/insight clearly Strong communications skills with an ability to communicate complex insights in a clear and easy to understand way Outstanding Microsoft 365 skills, particularly Excel Team player, capable of working under pressure and to tight deadlines whilst maintaining strong attention to detail Desirable Experience and Skills: Ability to build surveys in a variety of platforms – e.g. SurveyMonkey, HotJar using complex logic where required. (If you haven’t used survey software before, the ability to demonstrate that you can pick up and use new tools and software quickly and effectively)

Created: 2025-07-04