Your new role
We care about our customers and communities, listening to how they feel, what they need from us and putting them at the centre of what we do.
This insight support manager role is a new and exciting opportunity for a highly motivated individual who currently works or has experience in market/social research. You will be pivotal in supporting research projects to deliver high quality insights that provide actions for improvement. You will ensure we apply an evidence-led approach to delivering a better experience and improving safety for all our customers and communities.
This role can be based in either Birmingham, Nottingham or Guildford. Ad-hoc travel to other National Highways locations and to key external stakeholder offices will be required. A balance of office-based and home working is possible. We are happy to accommodate flexible working arrangements and welcome a discussion around how we can make working for National Highways work for you.
What you’ll be working on
- Undertaking interesting adhoc discrete exploratory qualitative and quantitative research projects while supporting senior insight managers in tackling larger and more challenging research activities. Ensure the delivery of robust, timely, and cost-effective research outputs.
- Analysing and interpreting customer insight data, transforming it into compelling narratives that influence decision-making for actionable improvements in service and delivery.
- Collaborating with others to create customer insight reports, presentations, and dashboards. Share these materials in engaging and interactive ways with colleagues throughout the business, aiding them in utilising findings to influence and enhance senior-level decision-making.
- Engaging with internal and external stakeholders to identify and translate business objectives into research objectives. Collaborate with senior research managers to plan and prioritize projects that can yield the greatest impact. Advocate for and develop integrated thinking and working practices to deliver high-quality, timely, and cross-cutting actionable insights.
- Contributing to the development, maintenance and operation of our customer insight library by working across the business to discover, compile, and update current and archived customer-related research findings. Promote and make these insights readily available in an accessible and engaging manner.
To be successful
- Experience of working in market or social research programmes/projects to gather and analyse customer insights using a variety of quantitative and qualitative (primary and secondary) methodologies to help support better decision making.
- Experience of working with established project management governance and an understanding and application of financial controls.
- Experience in interpreting and translating business objectives into research objectives, to help inform the development and design of appropriate research
- Experience of working proactively and collaboratively with internal and external stakeholders, communicating and delivering research outputs in engaging ways to help influence business outcomes or decisions.
- Experience of working with customer insight libraries or similar knowledge/data management hubs/platforms and encouraging and upskilling colleagues in their use.
- Excellent written and verbal communication skills with the ability to bring clarity to complex issues and have an impact, including presenting at internal and external events.
Desirable
Market Research Society (MRS) Foundation certificate (or willing to work towards this)
User research experience
Membership of relevant professional body
PRINCE2/APM/PMI accreditation
Organised and flexible with an aptitude for dealing with changing and competing demands
An understanding of National Highways business and organisation structure
A bit about us
There’s never been a better time to join the Customer Experience Division within our Customer, Strategy and Communications directorate.
We drive and embed the company’s customer service strategy and lead the programme for the delivery of our annual customer service plans as well as supporting the engagement across the business to connect our people’s roles to their customer contribution.
From developing policy, standards and tools to improve customer experience, in areas such as correspondence, variable signs and signals, diversion routes, roadworks, network occupancy, incident management, freight and roadside facilities, active travel and travel demand management and litter.
Our Customer Experience Division’s work is very varied and we work collaboratively across the organisation to connect our people and help them understand their contribution, knowing that together we can all make a difference for our customers.
By joining the Customer Insight team you will be at the centre of delivering real change. The team provides, promotes and advocates high quality and timely insight and research to help the business respond to the ever-evolving needs, wants and expectations of our diverse range of customers.
Want to know more?
Please email hrhighwaysengland@mailgc.cx.ukg.oraclecloud.com quoting REQ 4832.