Market & Customer Insight Manager
We have an exciting opportunity here at City Guilds working as Customer & Market Insight Manager! Do you thrive on turning complex data into compelling narratives that drive strategic decisions? This is a challenging role requiring a wide set of skills, ranging from technical market research and insight skills to exceptional influencing and negotiating abilities.
You will be a key component in our high-profile Customer & Market Insight team, whose remit is pivotal to the success of the organisation. We must ensure that the business continually understands the market and competitor landscape and the needs, attitudes and behaviours of customers and learners.
You will use and communicate this insight to inspire the organisation to stay ahead of the market and competition, supporting key strategic and commercial decisions to deliver the One City & Guilds strategy.
You will need to be based in the UK working on a hybrid basis with a mix of home and office – but you may need to visit our London office when required.
This appointment will be made on merit.
We believe that diversity and inclusion strengthen and enriches us, and that it is the responsibility of everyone at the City & Guilds Group to drive this value. As ethnic minority groups and disabled people are currently under-represented within the Group, we particularly encourage and welcome applications from these communities.
About the role
Our successful candidate will have a passion for storytelling which bring to life customers’ needs and experiences in compelling ways using high quality data, research and insight that enables the business to build and continuously improve the experience, propositions and products that meet market needs and beat the competition.
As CMI Manager, you will be involved in a variety of research and insight activities supporting City & Guilds and other companies in the portfolio. Over and above involvement in ad hoc research requirements and supporting the work on CX measurement and our customer panel, you will be responsible for:
Developing our approach and capability for user research, which will support our customer experience strategy.
Developing our customer and learner personas and audience archetypes, using qualitative and quantitative research to create and iterate reliable and realistic representations of our key audiences.
Developing our ‘Voice of the Customer’, specifically to gather and curate insight from across the organisation ensuring the customer voice is being heard and used to inform key decisions (e.g. product, development, CX development).
Developing relationships to support the other brand sin the City & Guilds portfolio (Intertrain, Gen2, City & Guilds Training, ILM and The Oxford Group, Kineo)
You’ll know you’re succeeding in this role when:
- Ad-hoc research and insight projects are delivered on time and within budget.
- Data and insights are presented in clear, compelling ways that drive key business decisions.
- Your insights are directly contributing to the achievement of City & Guilds’ strategic objectives.
About you
We need you to have a strong commercial awareness along with the ability to think strategically to translate insight findings into action.
Our successful candidate will be an authentic communicator, comfortable with interfacing directly with leaders and peers. You will relish turning ‘data and research’ into simple, compelling insights, comfortable presenting and leading workshops to help embed learning into teams to help C&G grow.
You will be highly collaborative in nature, able to influence others through smart thoughtful communication, building networks to champion the customer ensuring the customer/learner voice is heard loud and clear.
As Customer and Market Insight Manager, you will have proven experience in market research and insights roles leading quantitative and qualitative primary research that delivers business results, this could be from an agency perspective or client-side perspective however you must have hand on experience in running the development of sample spec, design of research material (discussion guides, stimulus material), running of focus groups/depth interviews and analysis and presentation of results.
You should be self-disciplined and able to manage multiple projects at one time without being overwhelmed, ready to ask for help if needed but wanting to solve problems independently where you can.
Our Story And Mission
Our vision is for a world in which everyone has the skills and opportunities to succeed. We support almost five million people each year to develop skills that help them into a job, develop on that job and to prepare for their next job. As a charity, we’re proud that everything we do is focused on achieving this purpose.
Through our assessment and credentialing, corporate learning and technical training offers, we partner with our customers to deliver work-based learning programmes that build competency to support better prospects for people, organisations and wider society. We create flexible learning pathways that support lifelong employability, because we believe that people deserve the opportunity to (re)train and (re)learn again and again – gaining new skills at every stage of life, regardless of where they start.
At the heart of our business sits the City & Guilds Foundation which amplifies our purpose by helping to remove barriers to getting into a job, celebrating best practice on the job, and advocating for jobs of the future.
We were founded in 1878 by the City of London and the trade guilds of the time, to help people, organisations and economies to develop their skills for growth.
Our rich experience means we’re uniquely positioned to understand the future of work and learning. And we continually evolve to develop and deliver skills for the workplace of the future. Today, as well as qualifications and assessment, we offer digital credentialing, eLearning technologies, executive leadership development, technical training, and consultancy.
Our success is driven by the people we work with. We pride ourselves on our ability to offer an equal opportunity to all our staff and we value diversity within our inclusive culture. We recognise that a diverse workforce is the only way we will achieve our ambitious business goals, so we work hard to be flexible to accommodate everyone.
What We Offer
We offer the opportunity to work in an innovative, engaging and market-leading organisation with opportunities to develop your existing skills and explore new ones.
You’ll receive an excellent benefits package which typically includes a great base salary, 25 days holiday plus bank holidays, pension, private healthcare, volunteering opportunities and much more.
Next Steps and how to apply
If you think this is the role and organisation for you then we would love to hear from you. Please submit your CV and complete our short application form using the apply button.
We shortlist for our vacancies on an ongoing basis, and we may close a vacancy earlier than the advertised date. Please can you submit your application as soon as possible to avoid disappointment.