Customer Insights Manager

Reporting to the Customer Development Director, you'll act as our subject-matter expert for customer and market insight. You'll work across Marketing, Digital, Operations and Commercial teams, using data to influence strategy, strengthen customer experience and guide key decisions. You'll play a key role in ensuring customer insight directly informs how Helping Hands grows, improves experience and makes strategic decisions., You'll define customer scorecards, performance frameworks and insight measurement approaches, working closely with the Data & Insight function. You'll translate complex quantitative and qualitative data into clear, actionable recommendations, surfacing the drivers of satisfaction, loyalty, advocacy and commercial growth. Your insight will help shape acquisition, retention, experience optimisation and long-term strategic planning.,

• Delivering the customer, market and competitor insight strategy.
• Developing customer scorecards and performance measurement frameworks.
• Shaping reporting requirements and partnering with data teams on dashboard development.
• Interpreting customer behaviour, experience performance and commercial trends.
• Leading Voice of Customer and customer feedback insight.
• Translating insight into clear, actionable recommendations for senior stakeholders and cross-functional teams. Identifying growth, efficiency and experience-improvement opportunities.
• Ensuring data accuracy, consistent measurement standards and robust governance.
• Advising leadership on customer and market implications.
Who you are You're a strategic thinker with strong analytical skills and experience in customer or market insights. You know how to turn data into compelling, commercially meaningful stories, and you're confident influencing senior stakeholders and shaping organisational direction.


• Experience in customer insight, market analysis or commercial analytics.
• Strong analytical ability and experience synthesising data into insight and recommendations.
• Knowledge of customer lifecycle metrics, marketing performance and commercial levers.
• Experience developing scorecards, measurement frameworks and insight roadmaps.
• Ability to partner closely with data/BI teams to shape reporting outputs.
• Excellent communication and stakeholder-influencing skills.
• A customer-centric mindset with strong commercial awareness and curiosity about customer behaviour. Familiarity with dashboards and data visualisation platforms.
• Resilient self-starter who takes ownership, maintains momentum and drives insight-led progress in a fast-moving environment.
Desirable:
• Experience in multi-site or service-led organisations.
• Background in regulated sectors or the care industry.
• Experience with CRM analytics, Voice of Customer tools or customer feedback platforms.
• Understanding of tools such as Snowflake, Power BI or Tableau.
Why Helping Hands
• A strategic role shaping customer experience across the organisation.
• Hybrid working from our Alcester Support Office.
• A supportive, values-driven culture.
• Real influence on strategy, customer outcomes and commercial performance.
  
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