Manager: Customer & Market Research

Job description

The Manager will sit within the Insights & Analytics team and play a key role in delivering high‑quality research that advises business decisions. The role focuses primarily on quantitative primary research, with opportunities to support qualitative studies as needed.  You will lead research projects across their full lifecycle and work closely with internal partners and external research agencies to deliver clear, relevant insights.  What you’ll be doing  You will manage end‑to‑end quantitative research projects, including:  • Partner with stakeholders to understand business questions and translate them into well‑defined research briefs  • Develop, programme, and test questionnaires using Qualtrics  • Manage survey launches, fieldwork, and progress monitoring  • Review data quality, carry out cleaning and validation checks  • Analyse survey results using tools such as Qualtrics, Excel, SPSS, or R  • Develop clear, concise insight presentations tailored for senior leaders  You will also:  • Support qualitative research activities when required, including discussion guide inputs, transcript review, note-taking, and thematic analysis  • Work with external research vendors to align on timelines, sampling approaches, and quality standards  • Look for opportunities to proactively answer emerging business questions through research  • Collaborate with colleagues across the business to support a wide range of research needs  What you’ll bring  • 7–12 years’ experience in primary customer research, with a strong quantitative focus and working knowledge of qualitative methods  • Experience working in leading research agencies (such as Kantar, Ipsos, Nielsen, or similar), along with at least three years’ client‑side experience  • Experience managing research projects from start to finish, including fieldwork coordination and vendor management  • Practical experience using Qualtrics for survey build, logic, analysis, and reporting  • Ability to turn data into clear, actionable insights and communicate them through well‑structured presentations  • Comfort working independently while managing multiple projects at the same time  • Collaborative approach with the ability to work effectively with a range of stakeholders  • Strong organisational skills and a structured approach to problem‑solving  • Research Analytics Expertise: Demonstrated proficiency in data analysis, interpretation, and storytelling using advanced analytical and data visualisation tools such as Power BI, Tableau, or similar platforms to generate actionable business insights.  • Technical & Statistical Skills: Strong command of advanced Excel (e.g., pivot tables, complex formulas, dashboards, data modelling) and experience with statistical and tabulation software such as SPSS, Q, or equivalent tools for survey data analysis and reporting.  • Insight Generation: Ability to manage large datasets, perform quantitative analysis, develop cross-tabulations, and translate complex research findings into clear, impactful presentations for stakeholders and senior leadership.  Desirable experience  • Exposure to financial services, B2B environments, or complex products  • Experience working on the client side  • Familiarity with statistical techniques or predictive analysis  • Experience tailoring insights for both senior and non‑technical audiences </spa