Senior Manager, Customer Insights

Job Description

We believe in bold ideas, diverse perspectives, and the drive to transform knowledge into impact. Here, your curiosity fuels progress, your voice shapes innovation, and your ambition helps redefine what’s possible within science and learning. We are a culture that obsesses over impact, challenges, and drives what’s next to power infinite possibilities for our customers, colleagues and society at large.

About The Role

Wiley is making a serious, strategic investment in how it understands its customers – and this role is where that transformation begins. Reporting into the Director of Product & Content Marketing, Research, you’ll be the lead research specialist embedded in Wiley’s Research business unit – the expert voice that ensures decisions are grounded in rigorous, trustworthy customer insight. At the same time, you’ll take ownership of key enterprise‑wide programmes that give you reach and influence across the whole organisation. At its core, this is a senior research and analytics position for someone who cares deeply about the craft: designing studies that are rigorous and scalable, asking the right questions of the right audiences, and producing insight that Wiley can act on. You won’t be working in isolation. This role forms part of a broader insights community at Wiley – a network of researchers and analysts across the business, including a senior manager role within the Research business unit – giving you both a support structure and the chance to help raise the bar for insight practice organisation‑wide. For a researcher who wants genuine scope – deep specialism in one business combined with enterprise‑wide impact – this is a rare opportunity to build something that matters.

Job Responsibilities

Research Design & Insight Frameworks

• Own the end-to-end customer experience research and analytics agenda i.e. defining what Wiley measures, how it measures it, and why, ensuring the foundations of customer understanding are robust, consistent, and scalable
• Design the insight frameworks underpinning NPS, CX surveys, and all other customer experience research programmes by determining the right questions, the right audiences, and the right methodology
• Lead ad hoc qualitative or quantitative customer experience research to support the insights narrative
• Establish and maintain best practices that ensure rigour and consistency across all insight activity, setting the standard for how customer intelligence is produced across the organisation
• Own the integrity of customer experience survey programmes over time – run actively managing response rates, maintaining survey quality, and ensuring data is reliable and comparable over time.

Customer Understanding & Analysis

• Lead experience journey mapping and satisfaction analysis to identify key pain points, opportunities for growth, and shifts in customer sentiment over time
• Commission, interpret, and synthesise insight from business unit teams and external vendors ensuring outputs are high quality, timely, and actionable

Platform & Vendor Stewardship

• Act as the primary strategic configurator of the Medallia platform — defining what it measures, what it reports, and how insight streams are prioritised and connected
• Own the briefing, quality control, and output review of vendor relationships, ensuring commercial and methodological standards are consistently met and that vendor‑generated insight is properly interrogated and synthesised. Stay ahead of emerging methodologies and technologies, incorporating innovation where it meaningfully strengthens the insight capability.

Collaboration to Build the Right Foundations

• Work closely with UX, Customer Service, Sales Enablement, and Digital Marketing to ensure the insight infrastructure reflects the full customer picture and that all inputs are coherent and connected
• Partner with the Senior Manager, Customer Listening, to ensure insight outputs are framed and packaged in a way that is ready to activate by providing the intelligence and analytical narrative that underpins their stakeholder communications
• Engage with cross‑functional partners not to drive cultural change, but to ensure the right inputs are feeding into the insight framework and that methodological standards are understood and respected
• Engage with cross‑functional partners not to drive cultural change, but to ensure the right inputs are feeding into the insight framework and that methodological standards are understood and respected

Required Qualifications

• A genuine obsession with getting insight right i.e. an unshakeable belief that the quality and rigour of customer intelligence is a commercial and strategic imperative, and a track record of building insight capabilities that organisations genuinely rely on
• Deep expertise in qualitative and quantitative research methodologies, and the ability to design insight programmes from the ground up, commission the right external expertise, and maintain methodological standards across a complex, multi‑vendor environment
• Strong analytical skills i.e. be able to distil complex data into clear, trusted intelligence that is ready for others to act on, without needing to own the activation itself
• Proven ability to manage the strategic configuration of insight platforms such as Medallia — understanding not just what the platform can do, but what it should do to serve the organisation’s goals
• Collaborative working style and the ability to build strong relationships with internal teams and vendor partners to ensure the foundations are solid, shared, and understood, while remaining focused on the integrity of the insight itself
• Comfortable working as an expert contributor rather than a front‑facing change leader, and finding satisfaction in producing intelligence that others will champion, rather than leading the cultural change agenda personally
• Strong programme instincts when it comes to insight quality and able to anticipate where methodology or vendor delivery risks being compromised, with the confidence to push back when standards are at risk
• A restless dissatisfaction with insight that isn’t good enough i.e. always asking whether the right questions are being asked, whether the methodology is sound, and whether the intelligence being produced is truly fit for purpose
• Experience working with or commissioning research agencies, with the ability to manage vendors effectively and hold them accountable for quality and delivery.

Salary Range

58,400 GBP to 84,333 GBP

Equal Opportunity Statement

Wiley is an equal opportunity/affirmative action employer. We evaluate all qualified applicants and treat all qualified applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, protected veteran status, genetic information, or based on any individual’s status in any group or class protected by applicable federal, state or local laws. Wiley is also committed to providing reasonable accommodation to applicants and employees with disabilities. Applicants who require accommodation to participate in the job application process may contact tasupport@wiley.com for assistance.

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