Customer Research Executive

Nature and Scope Based in Crawley, the Customer Research Executive will play a lead role in analysing and interpreting both quantitative and qualitative data, and making recommendations to key stakeholders to help them actively implement the findings. The role will involve championing the voice of the consumer in the team, and ensuring that at all times the team remain focussed on delivering a solution that meets the consumers' needs.

Although the Customer Research Executive will report to the Customer Insight Manager, there will be a degree of reporting to the Manager (Innovation) who they will work closely with in developing propositions and business casing.

Importantly for this role, there will be substantial degree of proactive work when working with members of the team, which will involve identifying unmet research needs and building relationships with key members of the team.



Principal Accountabilities

§ Design and undertake research on customer and prospect behaviour and attitudes, to include opinion on existing products and services, new product development, overall customer satisfaction, customer service experience and future expectations
§ Manage research projects from start to finish, choosing the most appropriate research methodology and supporting data provision as appropriate
§ Provide high-quality research for the business ensuring appropriate communications of results through electronic reports and face-to-face presentations to teams.
§ Manage ongoing relationship with research agencies, ensuring output is delivered according to required time-scales and to a consistent quality
§ Working closely with the Manager (Innovation), develop business cases and propositions, taking concepts from ideation right through to delivery



Skills and Qualifications

The person appointed will have an excellent understanding of research principles and methodologies as well as experience managing external agencies or working within an agency.

They will possess strong presentational and communication skills, with the relevant IT skills necessary to prepare and communicate research results effectively.

Key Competencies

§ Educated to graduate level, or equivalent experience
§ Experience of market research methodologies, sample data preparation and reporting
§ Ability to apply analytical thinking to both the planning and reporting of research data collection
§ Quantitative research ability - skills required in the following quant elements: sample planning, data design, questionnaire design, tabulation comprehension
§ Qualitative research ability - skills required in following qualitative elements: sample planning, script design evaluation and results summarising
§ Confidence in being able to lead consumer insight and influence the decision-making process in the Smart Metering programme
§ Commercial awareness, preferably with experience of using research to build business cases
§ Proactive approach and ability to take the initiative despite ambiguity
§ Proven expertise in managing multiple stakeholders and working in cross-functional teams
§ Some experience in working with data analysis packages such as SPSS
§ Good interpersonal skills, and an ability to work well with others as part of a team
§ Experience in product development techniques (including ethnography, consumer immersion, design/packaging development)