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IGD (Institute of Grocery Distribution)

Customer Insight Manager

IGD (Institute of Grocery Distribution)

. Lead the customer research and insight programme .

Posted 11/6/2026full-timeWatford • United KingdomMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in customer insight generation, data storytelling, and project management, with a strong focus on transforming data into actionable recommendations that drive business performance. Proficient in managing research projects and external partnerships while fostering a data-led culture across the organization.

Highest-signal resume keywords
Customer Insight GenerationData StorytellingCustomer Survey DesignProject ManagementAnalytical Techniques

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Customer InsightData AnalysisPrimary Research MethodologiesCustomer Satisfaction MeasurementNPS MeasurementBehavioural AnalyticsSegmentation DevelopmentInsight DeliveryProposition DevelopmentContent Planning
Soft Skills
CommunicationStakeholder InfluenceOrganizational SkillsProactive ImprovementCollaboration
Tools & Technologies
AIPower BIEmerging Customer Insight Technologies
Industry Keywords
B2BDigital PublishingGrocery IndustryConsultancyRetailManufacturingIndustry Body

About the role

Key responsibilities & impact
  • Lead the customer research and insight programme
  • Transform data into actionable recommendations that drive business performance, product development, customer engagement and social impact initiatives
  • Partner with stakeholders across the organisation to deepen customer understanding and identify growth opportunities
  • Embed a data-led culture and act as a trusted advisor
  • Own and evolve IGD's customer feedback programme, including customer satisfaction, NPS and brand perception measurement
  • Drive continuous improvement through automation, best practice and emerging customer insight technologies
  • Design, commission and deliver customer research projects
  • Manage research partners and agency relationships
  • Develop audience, customer and market understanding to support proposition development, content planning and customer engagement strategies
  • Own and develop customer insight materials and segmentations, including client personas and job function segmentation
  • Generate regular insights by combining behavioural analytics, customer feedback and business priorities
  • Support new data insight programmes with Data Analysts across the organisation
  • Create and drive best practice in insight generation tied to business priorities
  • Grow insight capability across the data team and teams across IGD

Requirements

What you’ll need
  • Over 5+ years experience working in a customer insight or research role
  • Strong experience in customer survey design, analysis and insight delivery
  • Ideally experience in a B2B, digital publishing or an insights business
  • Excellent data storytelling skills
  • Experience presenting insights and recommendations that clearly identify required organisational actions and decisions
  • Experience managing and delivering projects, ideally within a consultancy, retailer, manufacturer or industry body
  • Experience with primary research methodologies
  • Strong analytical and commercial mindset
  • Ability to communicate complex concepts clearly and influence stakeholders at all levels
  • Experience using AI, Power BI and other analytical techniques to generate insights
  • Experience managing external agencies, suppliers or research partners
  • Customer-focused and proactive in identifying opportunities for improvement
  • Well organised, with the ability to manage multiple priorities and deliver results
  • Knowledge of the grocery industry, or aptitude and enthusiasm to develop this knowledge quickly

Benefits

Comp & perks
  • Market leading pension
  • Bonus scheme
  • Ability to buy and sell annual leave
  • Generous medical insurance package
  • Hybrid working with a mix of home and office-based working
  • Great work-life balance
  • Empowered and trusted to manage your time