Manager, Insight and Customer Experience (CX)

Overview

In this Marketing role, you will uncover why customers buy and how to improve their experience, using data and qualitative insights. You’ll collaborate across teams to shape propositions and journeys, turning signals into actionable recommendations. You’ll balance customer needs with business aims, shaping experiences that drive growth in a complex organisation. Your work will blend research, design, and analytics to inform strategy and improve outcomes, at a company with a long-standing commitment to customers and innovation.

Pay / Benefits

• private medical insurance
• pension plan core contribution
• holiday entitlement up to 35 days
• wellness programme and mental health support
• volunteer encouragement and matching gifts

Responsibilities

• Analyze quantitative and qualitative data to understand customer behavior, pain points and needs
• Plan and execute research activities to gather UX data and evaluate usability
• Manage NPS and SUS programmes
• Champion AI-first methodologies for insights delivery, including sentiment analysis and predictive modelling
• Leverage internal data and carrier agreements to inform recommendations
• Manage external research agencies and budgets to deliver high-quality projects
• Support proposition managers in primary research to reduce reliance on third parties
• Blend commercial acumen with journey design to inform proposition frameworks
• Deliver data-driven insights that impact business and market outcomes
• Create state-of-the-nation analyses with competitor insights to inform product strategy
• Map end-to-end customer journeys, identify friction points, and propose improvements
• Conduct usability testing and iterate based on feedback
• Apply business analysis to overlay sales processes onto journey designs
• Develop design concepts, prototypes, and information architecture
• Translate complex data into actionable strategic recommendations for multiple stakeholders
• Define and track KPIs for CX initiatives and outcomes
• Collaborate with cross-functional teams to embed data-driven decision making
• Communicate research findings clearly to diverse audiences and solicit feedback

Key requirements

• Experience in user experience design, research, insights, or customer strategy
• Demonstrated experience in customer research, data analysis, journey mapping, or related UX work
• Strong presentation, communication, and facilitation skills
• Collaboration and stakeholder management capabilities
• Experience managing research budgets and external agencies
• Ability to understand sales processes and commercial impact
• Experience with AI-enabled research and insights tools
• Proficiency in data visualization and analytics tools

• collaboration
• communication
• facilitation
• UX design
• research and user testing
• journey mapping

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