Customer Insight Executive

Job description

Role purpose:

The role is within a friendly and committed insight team, focusing on customer feedback for Scope services. The insight team has a range of research experience and a mix of lived experience of disability.

The role requires an insight specialist. They will oversee the feedback process for all Scope services. They will also advise on the best approach for any insight projects for developing new and existing customer services to provide the best outcomes for disabled people.

The role runs insight projects. They arrange the recruitment of the right people. This is usually done via Scope’s service teams. They then do the fieldwork and analysis. Finally they present the findings to all stakeholders.

Scope services cover: support for disabled people looking for work, support for disabled families with children, and general information and advice for all disabled people. So, the role must have an appreciation of different research methodologies and approaches to provide the best advice on collecting insight.

Fieldwork is mostly done online, but face to face interviews and groups are also possible. The role may require some travelling to Scope services hubs in the UK.

The role works towards the achievement of Scope’s objectives and mission of everyday equality for all disabled people.

Main responsibilities and accountabilities:

• Ensure insight projects are designed to allow the voices of disabled people and families to be heard
• Ensure all research participants are treated fairly, know what they’re involved in, and are renumerated for their effort and time
• Ensure insight projects are carried out within GDPR legislation and consent is obtained from all participants
• Delivery all insight projects to the agreed standard and within the agreed timings
• Be an insight specialist on various research approaches and methodologies
• Maintain an open and constructive relationship with the services directorate
• Keep the rest of Scope aware of the insight being provided to services teams
• Support the other members of the insight team in other projects when necessary

Key contacts

Internal contacts

• Customer and Market Insight Manager (Reporting to)Insight team – Market and Audience Insight Lead, Panel Lead, Panel Executive
• Strategy, Evidence and Insight department
• Strategy, Insight and Social Change directorate (including Policy, Campaigns and Communications)
• Services – Employment, Family, Cross-theme
• Marketing, Fundraising, Digital, and Delivery
• Corporate Partnerships – Insight consultancy
• Volunteers

External contacts

• Existing customers of Scope services and products
• Scope website and community users
• Panellists – Current and potential
• Corporate partners and charities Scope work with
• Software providers – Insight related

Person specification

Knowledge and Experience

Essential

• Educated to degree level, preferably with an insight or market research element
• GCSEs for English Language and Maths, or acceptable equivalent qualifications
• Two years direct experience of running insight projects, preferably in a commercial environment
• Wide appreciation of market research methodologies and best practices
• Experience of managing multiple projects to time and in a team environment
• Proven ability to learn new IT software tools
• Knowledge of GDPR legislation and other data protection requirements

Desirable

• Demonstrable feedback, content, and user research experience
• Lived experience of disability
• Experience of working in a charity insight team

Skills

Essential

• Able to quickly develop a rapport with a wide range of people
• High levels of attention to detail and accuracy
• Passionate about delivering value added insight
• Self-motivated with the ability to work on own initiative
• Able to problem solve and calm decision-making abilities
• Good time management and ability to prioritise workload
• Ability to appreciate all aspects of a project
• Be a positive team member
• Willingness to adapt to a new culture and methods