Customer & Market Insight Executive

As a Customer & Market Insight Executive, you will play a critical role in our Insights team, supporting key strategic and commercial decisions with robust customer and market insights. Reporting to the Market Insights Manager, you will ensure that the business is informed and able to make data-driven decisions that enhance our performance and customer experience.

You will collaborate with the Market Insights Manager to explore, evaluate, and analyse market data, including industry trends, competitor activity, and economic indicators. Working with data, finance, product, and proposition teams to enrich market understanding, support dashboard development, and create presentations that communicate market insights clearly.

Our successful candidate will also support the Customer Experience Insights Manager in executing our CX (Customer Experience) insight programme, using the Qualtrics platform to measure customer experiences across key touchpoints. You will develop surveys, script, and launch CX initiatives; analyse results and create actionable insights to improve our customer journey.

Your responsibilities will include:

- Delivering a consistent programme of market insights, creating regular reports and dashboards to keep stakeholders informed.

- Conducting deep dives into key sectors and supporting competitive analysis to strengthen our market position.

- Building engaging visualisations that support stakeholder self-service insights.

- Staying up to date on external factors impacting our market, including legislation and competitor developments.

- Delivery of CX insight programmes across key products and journeys, including questionnaire design, script building, survey deployment, analysis and reporting

Are you passionate about delivering meaningful insights that drive strategic and commercial decisions? Do you thrive in a role that requires analytical thinking, stakeholder collaboration, and a deep understanding of market and customer dynamics? Join our team as a Customer & Market Insight Executive and support City & Guilds in shaping our market and customer strategy through high-quality insights.

You will be working on a hybrid basis with a mix of home and office. We're flexible about where you might be based to undertake this role, but you'll need to be able to travel into our London office when required. This appointment will be made on merit., Essential skills we are looking for are:

- Proven experience in market analysis and/or customer experience measurement.

- Advanced skills in Excel, PowerBI, or similar analytics tools.

- Expertise in interpreting complex data sets to generate actionable insights for business decision-making.

- Strong familiarity with CX measurement platforms (e.g., Qualtrics or Medallia).

- Ability to create clear, compelling visualizations and dashboards that communicate data insights effectively.

- Exceptional written and verbal communication skills, including the ability to create insightful and actionable reports and presentations.

You will be commercially aware with strategic thinking abilities, capable of aligning insight findings with business objectives.

You are team oriented and highly collaborative, often encouraging input and open dialogue with colleagues.

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.