Customer Researcher

Creating brilliant customer outcomes is in our DNA; as we drive our customer driven, business transformation and invest in our new customer focused strategy, we have a brand-new role available for a Senior Customer Researcher to help us to deeply understand current and future customers. The Senior Customer Researcher role will help us to understand customer experiences, behaviours, and trends, both internally and externally by engaging with stakeholders and analysing results. This role involves utilising data and customer feedback to generate actionable insights, informing business strategies aimed at improving customer satisfaction, advocacy, and loyalty. We're looking for a pro-active, strategic thinker with a profound grasp of customer research, strong statistical expertise, and the ability to transform data into meaningful business recommendations. You'll champion and embed best practice standards while driving continuous improvement and new ways of working at every opportunity. We welcome diverse perspectives and new thinking to help us build a stronger, more innovative, and modern Building Society. Here's a taste of what you will be doing as a Senior Customer Researcher at Nottingham Building Society -

• Champion a customer-centric culture across all levels of the organisation by consistently advocating for the customer.
• Dive deep into customer data and feedback from various sources to uncover patterns, trends, and insights. You will develop and maintain dynamic dashboards and reports to track key customer metrics, continually enhancing outputs to exceed stakeholder expectations.
• Gather qualitative and quantitative feedback and insights via our data analysis team and leading customer and business focus groups to understand the diverse needs of our customers.
• Conduct strategic segmentation analysis to understand diverse customer groups and their behaviours, providing targeted recommendations.
• Utilise technology to forecast customer behaviours and lifetime value, developing models to inform and enhance customer lifecycle strategies.
• Collaborate closely with marketing, product, and customer service teams to deliver insights that drive strategic decision-making. You will confidently present findings and recommendations to senior management.
• Lead customer insight projects from start to finish, ensuring timely delivery of high-quality analysis and recommendations.
• Identify opportunities to enhance the customer experience through insights and measure the impact of customer experience initiatives.
  
  Proven experience in a similar customer researcher role.
• Strong team ethos with the desire to support and coach colleagues; this will be mirrored in your ability to collaborate with internal and external stakeholders.
• Excellent organisational skills and the confidence to lead customer engagement / focus groups to gather meaningful qualitative and quantitative insights.
• Demonstrate curiosity, creativity, and critical thinking skills; you will champion change and innovation in relation to our customer strategy.
• Preferably proficient in data analysis tools such as SQL, R, Python or similar and experience with data visualisation tools but training will be given if not.
• We have a growth mindset and will actively drive your personal and professional development.
  
  We are a mutual, which means we don't have shareholders. Instead, we're owned by our members and use our money to do good, investing in our community, responsible causes, and - well, you. So, we're always striving to do the right thing for our team, communities and members.
  
  A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, Medicash healthcare scheme, 25 days annual leave (increasing to 29 from January 2025) plus bank holidays, holiday purchase scheme (buy up to 5 days) and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• Flexible and hybrid working to encourage a work life balance, we want you to be at your best inside and outside of work.
• A friendly and inclusive culture where teams genuinely strive to do the right thing by their colleagues and our customers.
• A strong sustainability agenda - we're continually finding new ways to be kinder to the environment by reducing our carbon footprint.
• We're passionate about giving back to the communities in which we serve as well as supporting local charities as part of the Samuel Fox Foundation. One of the many ways you can get involved is to use the 2 days per year paid leave to volunteer for causes or charities that are important to you.
• Your health and wellbeing is our priority, we encourage this through a suite of support resources, including a team of trained mental health first aiders.