Customer Research and Insights Manager

Develop and implement a robust customer research framework, including surveys, focus groups, interviews, and observational studies. Identifying gaps in CFL's knowledge of the Customer exists and implementing research methodologies to address.

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Working collaboratively with CX and other stakeholders manage the Customer Experience Measurement platform.

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Establish the survey and research methodologies, metrics, samples and frequencies to deliver a robust and statistically valid measurement of Customer Experience for both B2C and B2B.

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Analyse customer feedback and behavioural data to identify trends, pain points, and opportunities for improvement.

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Working with CX and internal teams ensure insights are activated

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Lead the design and execution of research projects to explore customer satisfaction, trust, accessibility, and service perceptions.

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Collaborate with internal teams to translate insights into actionable recommendations that enhance customer experience and operational performance.

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Manage relationships with external research agencies and customer experience measurement provider and ensure high-quality, ethical research and data practices.

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• Produce clear, compelling reports and dashboards for internal stakeholders, and other external bodies. Ensuring results, insight and improvements are effectively communicated into the business and to internal and external stakeholders.