Customer Insights Manager

03 Aug 2017
31 Aug 2017
Rowan Greenland
Experience Level
Contract Type
Full Time
The Customer Insights Manager is responsible for delivering data-driven insight to improve the customer experience, drive channel shift and deliver incremental revenue across the business.

Client Details

My client is a leading UK public transport operator headquartered in Central London. They provide high quality services in the bus and rail sectors. Employing around 26,000 people across the country, over one billion passenger journeys are undertaken on our services each year.


Reporting in to the the Group Head of Customer Experience Strategy the Customer Insights Manager you will be responsible for the following:

* Further develop and embed customer segmentation to increase understanding of our customers across bus and rail companies.

* Brief, manage, interpret, benchmark, debrief and disseminate findings and requirements, and deliver action plans following key research projects including Brand Tracking, Econometric, Customer feedback channels, National Rail Passenger Survey and Customer Satisfaction Surveys.

* Analyse and track social media trends through our social media listening tools. Analyse existing data to understand customer behaviour patterns more fully. Propose and undertake refinements to existing customer data as required and commission further research to assist in strategic planning.

* With the Head of Customer Experience Strategy and the Head of Marketing identify customer research and act as the internal agency to provide analytics and insight expertise as required by other departments across the business.

* Analyse secondary research from stakeholders to ensure that it is adequately understood, interpreted and disseminated across the business.


The successful Customer Insights Manager for this London based transport company will bring the following skills & attributes:

* Proven track record of agency or in house data analytics
* Understand statistical significance testing.
* Track record of segmenting customer data, especially for CRM campaigns.
* Previous experience working with large and complex transnational data sets.
* Expert user of Microsoft Excel.
* Strong technical market research background including techniques, data analytics and statistical interpretation.
* Fully up to date with research industry regulations, data protection, code of ethics and best practice.
* Ability to turn data and research into actionable insight and demonstrate results.
* Ability to find patterns and make connections with numerous sources of data and information and communicate.

Job Offer

Competitive base salary and benefits package offered to the Customer Insights Manager.

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