The Customer Insights Manager will lead the analysis and interpretation of customer data to guide commercial decisions and enhance customer experience. This role requires strong analytical skills, strategic thinking and the ability to communicate findings to senior stakeholders and cross functional teams. The successful candidate will design research programmes, translate insight into actionable recommendations and measure the impact of initiatives.
Customer Insights Manager Job Profile
The Customer Insights Manager is responsible for developing and maintaining a deep understanding of customer behaviour and preferences. They combine quantitative analysis with qualitative research to build customer segments, identify trends and forecast demand.
Reporting to the Head of Customer Intelligence or Chief Marketing Officer, this manager partners with marketing, product, UX and sales to ensure customer insight informs product roadmaps, campaigns and service improvements. They champion a customer centric approach across the business.
Customer Insights Manager Job Description
The role involves designing and executing research studies, analysing large data sets and presenting clear, evidence based recommendations. You will manage internal and external research suppliers, ensure data quality and create dashboards and reports that enable decision making at pace.
Day to day activities include customer segmentation, churn and lifetime value analysis, voice of the customer programmes, A B test support and ad hoc analytics to resolve business questions. You will translate complex analytics into narratives that are accessible to non technical stakeholders and influence strategy and prioritisation.
As a senior member of the insights function you will develop methodologies, set best practice standards and mentor junior analysts. You will ensure compliance with data protection regulations and adopt ethical approaches to customer data use.
Customer Insights Manager Duties and Responsibilities
- Lead end to end customer research programmes including design, sampling, fieldwork and analysis.
- Analyse customer journeys and behaviour to identify pain points and growth opportunities.
- Develop and maintain customer segmentation models and propensity scoring.
- Create dashboards, reports and presentations to communicate insights and track KPIs.
- Conduct quantitative analysis using SQL, Python or R and apply statistical techniques where appropriate.
- Manage qualitative research including focus groups, interviews and usability testing.
- Collaborate with product, marketing, sales and CX teams to prioritise initiatives informed by insight.
- Design and measure A B tests and experiments to validate hypotheses and measure impact.
- Manage relationships with external research agencies and vendors.
- Ensure data governance, privacy compliance and ethical use of customer data.
- Mentor and develop junior team members and promote best practice in insight generation.
Customer Insights Manager Requirements and Qualifications
- Bachelor's degree in Statistics, Economics, Marketing, Data Science or related discipline; postgraduate qualification desirable.
- Proven experience in customer insights, market research or analytics roles, ideally in a consumer facing or retail environment.
- Strong analytical skills with advanced knowledge of SQL and one or more statistical tools such as R or Python.
- Practical experience with data visualisation tools such as Tableau, Power BI or Looker.
- Solid understanding of sampling, survey design and qualitative research methods.
- Experience designing experiments and interpreting A B test results.
- Excellent stakeholder management and communication skills with the ability to present complex findings clearly.
- Ability to translate insight into actionable commercial recommendations and measure outcomes.
- Knowledge of data protection regulations and best practice in handling customer data.
- Strong attention to detail, problem solving ability and a collaborative approach.
