To proactively manage, coordinate and develop the use of customer insight (generated from social and behavioural research) within National Highways to improve customer experience, safety and delivery of various customer related initiatives. You will be using your knowledge and applied experience of both qualitative and quantitative research methodologies (including primary and secondary research) and behavioural science, along with proven project management skills and experience. You will oversee the design and delivery of research and ensure that the insight that is generated is actionable by National Highways stakeholders and can inform business decisions and activities to improve customer experience, as well as other Key Performance Indicators (KPIs), Performance Indicators (PIs) and Commitments. You will also provide technical advice to colleagues and work towards building capability across the business in the utilisation of insight.
Responsibilities
- Work with internal stakeholders to develop research requirements for obtaining relevant and appropriate key strategic or tactical customer insights to improve customer experience, safety or delivery initiatives.
- Project and programme management, including overseeing the design, delivery, and quality assurance, of customer related insight research projects on varying issues, behaviours and/or with specific groups using a wide range of qualitative and quantitative research methodologies, and application of behavioural science.
- Lead and manage the production of relevant customer insight reports, presentations and workshops and other activities to ensure that insight can be used by colleagues, helping them to utilise the results to develop, monitor and improve safety, customer service, and delivery.
- Lead in the day‑to‑day management of research contracts, including financial reporting, and provide support to the Team leaders and other Senior Customer Insight Managers in the Group when required.
- Lead in the ongoing development and building of stakeholder relationships to ensure insight is utilized to best effect across the business. This will also include providing technical advice to colleagues and supporting in capability building activities.
Qualifications
- Proven experience of designing and delivering research projects to gather and analyse customer insights using a variety of quantitative and qualitative (primary and secondary) methodologies to help support better decision making.
- Knowledge and experience of applying behavioural science techniques and frameworks to inform understanding of people’s behaviour and the development of behavioural interventions.
- Proven experience of leading day‑to‑day management of research projects, budgets and contracts.
- Proven experience of generating insight from research findings and delivering presentations and reports to effectively communicate the findings, insight and implications to relevant audience.
- Knowledge and experience of tendering for research contracts (desirable).
Employment Conditions
External candidates will be offered a starting salary at the lower end of the pay scale, while current employees will be appointed in accordance with our established pay policy. We are committed to creating a diverse environment and welcome applicants from all backgrounds.
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