Tsb Careers – Customer Research Manager In Liverpool

Overview

Position Title: Customer Research Manager

Company: TSB Bank

Location: Liverpool, UK

Job Description:

At TSB, we believe businesses need to reflect the communities they serve. This is why we have a long-term commitment to diversity and inclusion.
It’s important to us to make sure we bring the best talent to our business, regardless of characteristics such as race, gender, disability, sexual orientation or social background. Our focus on diversity and inclusion is a key part of how we support and develop the people who work here. It helps us build a stronger culture where no matter what background you come from you feel valued and confident in bringing your whole self to work.

Responsibilities:

• The role would be focussed on delivering customer research insights for teams across the business.
• It requires a commercially aware individual with experience in delivering actionable insights to key stakeholders.
• You’ll have an in-depth knowledge of research techniques and methodologies and secondary sources of information, and the ability to ensure insight solutions are tailored and deliver real value.
• Your role will primarily involve managing a mix of regular, “always on” customer experience research and bespoke, ad-hoc projects (both qualitative and quantitative).
• You will have a proactive self-motivated approach with a strong focus on delivering results and be eager to succeed in a strategic research / insight role.
• Through highly specialised analysis, you will work with key business partners to identify opportunities to influence change that impact our service and brand metrics .

Requirements:

• In-depth knowledge of research techniques and methodologies
• Experience in managing customer experience tracking studies, e.g. NPS
• Excellent report writing and presentation skills
• Strong analytical skills & experience, able to interrogate data and identify key insights
• Proactive self-motivated approach with a strong focus on delivering results and be eager to succeed in a strategic research role.
• Strong communication and relationship building skills
• Translate data & insights into clear actions to improve and transform the customer experience.
• Support and influence decision making via bespoke insights, ensuring expertise is fully exploited for maximum value add
• Displays accountable behaviours and values – things happen because of you