Toluna is the global research and insights leader that enables businesses to make smarter, data-driven decisions – faster. For 25 years, we have partnered with the world’s leading brands, delivering transformative impact through our advanced technology platform, comprehensive solution portfolio, expansive global first‑party panel, and world‑class team of leading research experts. Since 2019, we’ve made significant investments in artificial intelligence to enhance automation, accelerate insight delivery, and unlock deeper understanding at scale. With 40+ offices worldwide, Toluna operates in 70+ countries, redefining the future of insights. Learn more at www.tolunacorporate.com
Introduction
This is a senior leadership role responsible for delivering outstanding client experiences, driving profitable account growth, and leading high-performing, client-facing teams.
The UK Head of Research sits at the intersection of clients, research excellence, and AI-enabled ways of working. The role is accountable for ensuring that Toluna’s technology, data, and AI capabilities are translated into real value for clients and into scalable, efficient operations for the UK research team.
Responsibilities
Leadership & Delivery
- Brings vision and leadership to the UK Research team to drive a sense of pride, ownership and accountability at every layer of client and internal communication
- Implement corporate action plans into effective execution with visible impact on UK performance and results.
- Implement the vision for AI-enabled research and client success, ensuring Toluna’s platform, automation, and analytics capabilities are fully leveraged
- Implement programs that influence short- and mid-term business outcomes (revenue, margin, operational efficiency).
- Implement actions that impact Research, CSM, Operations, and Product/Tech to support business goals and drive adoption of standardized, AI-augmented workflows.
Client & Stakeholder Management
- Manage, grow, and strengthen key client relationships by building trust, reliability, and service excellence, positioning Toluna as a strategic, AI-enabled insights partner.
- Act as a senior leader in key client interactions, handling critical discussions, negotiations, and escalations, including those involving new methodologies and AI-powered solutions.
- Ensure timely, efficient, and client-centric delivery aligned with high-quality standards, AI- and tech-enabled efficiencies, and profitability targets.
- Resolve operational issues where needed and coach team leaders to do the same ensuring quality and agility are at the heart of client deliverables
- Partner with UK commercial & MDs to shape proposals that integrate platform, analytics, and AI capabilities.
- Lead, coach, and develop high-performing teams of client-facing experts. Drive adoption of new ways of working & positively champion initiatives as they are rolled-out.
- Build AI-ready teams: ensure team members are trained, confident, and excited to use AI and automation in their daily work, with clear expectations for adoption and impact.
- Manage the UK Research team and coach team leaders, fostering a culture of accountability, continuous learning, and innovation.
- Oversee hiring, onboarding, motivation, performance management, and retention of staff, with particular focus on digital and AI skills.
- Manage UK FTE allocation and associated HR budgets in line with business scope, growth plans, and productivity goals.
Project & Operational Management
- Support on programs in new and/or evolving areas, often involving the rollout of new AI-enabled capabilities or operating models.
- Manage planning, revenues, budgets, resources, risks, and outcomes for UK Key Accounts, ensuring visibility, governance, and timely interventions.
- Drive continuous improvement initiatives across key processes to enhance efficiency, quality, scalability, and client value, using data and AI-generated insights to prioritize.
- Champion the use of Toluna’s platform, automation, and AI tools to improve operational effectiveness, reduce manual effort, and standardize best practices across markets.
Problem Solving & Decision Making
- Resolve complex problems impacting business performance
- Navigate a wide range of business situations requiring sound judgment, strategic perspective, and adaptability, particularly as the organization evolves its AI and technology capabilities.
- Anticipate risks and opportunities created by client, and technology shifts, and translate them into concrete actions for the UK to drive growth and mitigate risk.
Your Profile
- Commercially driven mindset with strong mastery of client servicing processes and passion for AI enabled, technology-driven business models.
- 10+ years of market research experience, with a proven record of successful delivery in client-facing leadership roles.
- 10+ years of experience managing key client and Key Account relationships, ideally across multiple markets or regions.
- Strong interest and demonstrable experience in technology, platforms, process improvement, automation, and/or AI, and how they can be used to scale insight and improve client experience.
- Demonstrated leadership success managing multiple teams, developing leaders, and building growing organizations.
- Excellent collaboration and conflict-resolution skills, with the ability to lead peers and cross- functional teams toward shared objectives.
- Strong analytical judgment across complex business environments, including comfort with data, dashboards, and performance metrics.
- Results-oriented approach with the ability to innovate and embrace new ways of working while maintaining organizational standards and values.
- Strong knowledge of market trends, products, and technologies, with the ability to articulate a forward-looking vision for AI-powered insights and client success.
- Exceptional written and verbal communication skills, enabling effective client engagement and internal decision-making, including at executive level.
Our Values
Acting with Ownership- Demonstrating individual accountability
Bringing a forward mindset- Being action-oriented, bold and entrepreneurial
Collaborating with Curiosity- Exhibiting teamwork through togetherness
Discussing openly, committing jointly- Sharing your views openly
Embracing empathy- Being egoless & caring
What we Offer
At Toluna, we’re all about creating a welcoming, diverse workplace where everyone can thrive. We offer competitive pay, great benefits, and plenty of opportunities to grow within our global team. Inclusion and respect are at the heart of what we do. Our community connects over 72 million people across 70 countries. If you’re passionate about making an impact, we’d love to have you on board.
Join our global team. We welcome big thinking, value AI-driven innovation, and reward great work.
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