Customer Insight Manager

at  Transport for London

Organisation - Customer
Job - Market Research
Position Type - Full Time
Location: Southwark, London / Hybrid 50% home working model
Salary: £50,000 – £55,000 plus fantastic benefits
The role of Customer Insight Manager sits in TfL’s Customer Insight, Strategy and Experience (CISE) team. As a team we act as customer champions, making sure that TfL is considering customers in all levels of decision making. We do this by understanding what customers want through our research and translating that into strategy and action for the business.
As a Customer Insight manager, you will ensure delivery of evidence based view of customers’ needs and perceptions, that enables TfL’s decision-making and business planning and reflects our Customer Strategy. You will understand and explain customer perceptions to resolve problems and propose creative new ways forward.
You will maximise leverage of existing data sets with external information such as benchmarking, to ensure findings and insight optimise leaner, cost-effective achievement of TfL’s Customer Strategy and business objectives.
A key focus of this role is producing and championing insight that helps TfL to understand the diverse accessibility needs of our customers. Previous experience and knowledge in the field of accessibility and inclusion is desirable.

KEY ACCOUNTABILITIES

• Evaluate, analyse, interpret and present research and analysis enabling deep understanding and insight into customer and stakeholder needs, behaviours and perceptions. Use this insight to drive TfL decision making, and continuous improvement of customer outcomes in operational business and Professional Services delivery
• Develop and maintain strong working relationships across the business, creating buy-in and enthusiasm for delivering customer outcomes.
• Be an advocate for TfL’s customers by acting as the ‘customer’s voice’ in programme delivery and development, and in contract management, ensuring delivery of better customer outcomes
• Prepare high quality insights to find opportunities for improvement, and gaps for future action that are aligned with our Customer Strategy. Communicate these to the business to drive action.
• Design, direct and manage timely delivery of high quality customer insight and research programmes through external agencies and internal resources, ensuring optimal choice of research and analysis methods.
• Day to day management of external suppliers to design, commission and direct research projects with established budgets and timelines, regularly reviewing techniques and developing creative new approaches
• Ensure rigorous assessment and evaluation of programmes and initiatives including services, supplier contracts and marketing communications to determine if objectives have been met and identify how to improve
• Manage more junior staff, as required and external suppliers to achieve outcomes.

SKILLS KNOWLEDGE AND EXPERIENCE

• Deep understanding, interpretation and communication of quantitative and qualitative research findings
• Strong analytical skills. Ability to source, collate, analyse and interpret data into insights and to communicate and use results to develop creative business policies and strategies
• Outstanding communication skills – verbal briefing, concise report writing and effective presentations
• Excellent influencing abilities, able to work with a variety of stakeholders and persuade them to your point of view.
• Excellent client, agency and project management skills with the ability to balance multiple projects and to judge priorities while ensuring accurate outputs
• Experience in transport, government or market research design, analysis and interpretation and statistical techniques and development of major projects
• Microsoft Office expertise especially Excel and Powerpoint
• Knowledge and understanding of related fields such as employee communications, employee or customer experience, business or HR strategy, behaviour change theory or behavioural economics would be desirable
• Degree level qualification or appropriate professional experience
• Membership of Market Research Society or Social Research Association or similar preferred
• Experience and knowledge in the field of accessibility and inclusion is desirable

Please refer the Job description for details