Back to Job Search

Customer Insight Manager

Job Description

Job Description

A key role at an exciting time for the Marketing Insights and Strategy team. The Customer Insight Manager, is an experienced insights specialist, passionate about uncovering customer needs and market intelligence.

With precision, energy and flare, they manage and conduct quantitative and qualitative projects, working with the wider insights team and external agencies to deliver marketing insight that enables competitive advantage for the English product group. They collaborate and communicate with a wide range of stakeholder across business functions to ensure that the voice of the customer is heard.

Our mission is to contribute to society through the pursuit of education, learning, and research at the highest international levels of excellence. Which is why every year, we give vital support to millions of people in more than 170 countries around the world. From teachers and learners to researchers and academics, we help to build confidence, unlock potential, and enable success. We give people the opportunity to show what they've learnt, we spread knowledge, spark enquiry, and aid understanding.

About the role

Reporting to the Head of Insights, you ensure the smooth implementation of a variety of insights projects addressing our core 'strategic' insight questions, supporting and resourcing the delivery of insights.

Projects include: market analysis, product testing and development, product positioning, user satisfaction, updating key market data, mapping the customer journey, candidate satisfaction and experience, understanding the value of our brand, and measuring the impact of service design.

You oversee all parts of the project process including, project ideation and planning, continued monitoring of fieldwork, analysis and final reporting (including presentation development). Independently manage, trouble-shoot and find solutions to problems that may arise during a market research project lifecycle. Apply the team framework to evaluate the impact of the insights in terms of competitive advantage or other value generated.

You support the development and evolution of a virtual insight network to ensure that key insight is captured at all points in the value chain (customer service, in-market teams etc) and embed the best practice toolkits into the team of insert practitioners across our global teams. This role also ensures the effective communication of insights to ensure the benefits are maximised.

A champion of insights excellence, you continually strive to evolve our insights capability to reflect the latest methodologies and techniques.

Candidate Description

At the core of your experiences to date, you will have a strong track record of delivering successful insights projects that add commercial value. You have experience of insight design and delivery in an international context.

You are a personable and curious individual, who asks the right questions and is able to collaborate and communicate effectively with customers and stakeholders.

The ideal candidate for this position will be an instinctive problem solver, calm under pressure and able to manage multiple projects. We are looking for someone who:

  • Has a good appreciation of Insight techniques (including quantitative and qualitative methodologies)

  • Has good interpersonal skills to influence stakeholders to embrace strategic insight findings and ensure the customer voice is at the heart of decision-making.

  • Has good communication skills, including presentation skills and the ability to communicate findings in engaging formats.

  • Is customer focused to inform insight projects

  • Has good analytical skills and mindset to assimilate information from a variety of sources

  • Has the ability to build effective stakeholder relations.

  • Has commercial skills

  • Has organisational skills and ability to work to deadlines

  • Is a team player, Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.

Employer Description

We are Cambridge University Press & Assessment, a world-leading academic publisher and assessment organisation and a proud part of the University of Cambridge., Joining us is your opportunity to pursue potential. You'll belong to a collaborative team that's exploring new and better ways to serve students, teachers and researchers across the globe - for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where everyone has a voice, and where we learn continuously to improve together. Ensuring that everyone feels they belong is essential to who we are, and to the contribution we make to society and our planet.

We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities., Cambridge University Printing House, Shaftesbury Road, Cambridge, Cambridgeshire, UK, CB2 8BS Loading… Open In Google Maps Loading… Enlarge Map Loading