Customer Research & Insights Manager

Our client, an award winning SaaS organisation, is looking to strengthen their team with the addition of a Customer Research and Insight Manager. As Customer Research and Insight Manager you will be responsible for leading a team of UX Research Specialists across the globe in testing, validating and analysing customer insight and feedback across the whole end to end product management and delivery process. You will be part of a centralised UX / UI governance team where your role will help define processes and procedures around customer interaction.  You will be responsible for overseeing all customer interaction and validation across a global business.
 
Role and responsibilities:

• Leading on all UX research and testing by defining the long term vision and strategy for customer engagement.
• Ensure activities align and support the business objectives and goals.
• Establish principals and best practices to guide the development of user-centred products and services through customer research.
• Facilitating the implementation of UX processes and guidelines by establishing survey and research methodologies, metrics, samples and frequencies to deliver a valid measurement of customer experience.
• Accurately and effectively represent the voice of the customer on all forums.
• Establish and implement processes around accurately reporting and feeding back research and validation findings to Senior Management and the wider business teams.
• Ensure frequent customer interaction and testing throughout the product development lifecycle.
• Assist in the delivery of the Product Management team’s short and long term strategy.
• Leading and guiding UX Researchers across multiple regions, platforms and workstreams.
• Promote a proactive environment for open communication with customers by all colleagues.
• Identify opportunities to increase interaction with customers.
• Ensure necessary validation and research so initiatives are successfully adopted and built with the customer in mind.
• Assisting in the creation of research assets.
• Coaching UX Researchers to improve their skills through 1:1 mentoring, team sessions or external training.
• Upholding a strong UX culture and promoting this across the wider company.

Skills and experience:

• Strong background in research, customer testing and validation.
• Extensive experience managing a team of research professionals.
• Degree / Equivalent experience, ideally a research qualification.
• Broad knowledge and experience of qualitative and quantitative research techniques.
• Strong people manager.
• Great communicator.
• Good business and commercial understanding.
• Awareness and understanding of modern marketing best practice.
• Knowledge of research good practice and legislation.
• Ability to carry out research, systematically and without bias.
• Ability to condense findings, interpret data and deliver actionable insight.
• Solid understanding of core UX principals such as UX Design, UI Design and UX Research.
• Experience of managing stakeholder relationships internally and externally.
• Experience of agile ways of working.
• Comfortable challenging the norms whilst being passionate and visionary about the users.
• Excellent written and verbal communication.
• Strong grammar and writing ability.
• Strong ability to plan, prioritise and manage expectations.
• Adept at delivering presentations and webinars.