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Customer Insight and Research Lead - Social Housing

The Vacancy

About the role

Reporting to the Customer Data and Performance Manager, the Customer Insight and Research Lead is at the forefront of horizon scanning, trend identification, satisfaction measuring and profiling to ensure we are driving improvement in all we do and delivering consistently excellent services to our customers.

In overseeing Paradigm's approach to customer profiling, satisfaction surveying and wider customer intelligence, the Customer Insight and Research Lead will provide expert and professional advice to the business on the most effective ways to capture customer insight.

They will act as the main point of contact for any external companies appointed to undertake customer satisfaction surveying and responsible for coordinating and reporting on all customer research activities developing actionable insight and engaging reports.

About you

We are looking for someone with great analysis and communication skills, who can confidently collate, analyse and present findings from customer research, including profiling, satisfaction surveying and unsolicited methods of customer feedback, as well as work collaboratively with the Business Transformation Team to ensure the customer voice influences priorities for improvement and drives change.

To be successful in the role you'll need a clear passion for excellent service and have proven experience of customer insight and research solutions, tools and methods.

You must have strong analytical skills and able to translate complex data into meaningful intelligence, using strong communication skills to present to a varied audience.

Working via a mixture of office, remote and homeworking, you will be working with teams across the business to combine data from various data sources in order to present a holistic and accurate picture of customer intelligence to influence business planning and change.

With this in mind, experience/knowledge of the Housing sector is desirable.

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