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360 Resourcing Solutions Logo 360 Resourcing Solutions · Public Sector

Customer Research and Insight Manager

United Kingdom Employment contract 57119.00 - 63102.00 GBP / Year · Job Posted March 01, 2026
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Job Description

The Customer Research and Insight Manager leads SEPA’s approach to understanding the needs, expectations and experiences of our customers and stakeholders. The role ensures that high-quality research, data, and insights are used to shape organisational priorities, inform the design and delivery of regulatory and support services, and support continuous improvement in customer experience. This role provides leadership in customer insight across SEPA, enhances internal expertise, and fosters a culture where evidence and user experience drive priority setting and decisions.

Job Responsibility

  • Lead and develop Customer Insight, fostering a supportive, collaborative culture that enables staff to thrive and deliver high-quality outcomes
  • Develop SEPA’s customer insight approach, ensuring alignment with corporate priorities and regulatory and service delivery needs
  • Design, commission and oversee customer and stakeholder research, including surveys, interviews, journey mapping, segmentation and behavioural insight activities
  • Analyse and synthesise findings into insight products that are clear, meaningful and actionable, enabling senior leaders and services to make evidence-led decisions
  • Provide expert professional advice across SEPA on customer needs and behaviours, service experience and methods for capturing insight
  • Establish and maintain robust reporting systems, including customer satisfaction and service experience metrics
  • Work collaboratively across SEPA, ensuring customer voice and experience are incorporated into service design, policy development and regulatory improvement
  • Represent SEPA externally, building partnerships and sharing insight approaches with key stakeholder groups
  • Uphold SEPA’s values, supporting staff wellbeing and behaviours that foster a positive organisational culture

Requirements

  • Relevant experience or qualification equivalent to SCQF Level 10 (e.g. relevant Degree)
  • Experience in service or user experience improvement, applying insight to shape policies, systems or processes
  • Demonstratable experience of strong leadership and people management skills in order to support, coach, and develop staff
  • Influencing and communication skills to work confidently with senior leaders, staff and external partners
  • Strong knowledge and understanding of qualitative and quantitative research methods, interpretation and reporting

What we offer

  • Hybrid and Flexible working opportunities
  • Up to 35 days annual leave and 7 additional public holidays each year (pro rata)
  • Paid time off to support your Wellbeing and enable you to Volunteer in your community
  • Local Government Pension Scheme (LGPS)
  • Progressive Family Friendly policies
  • Training & development to enable colleagues to improve their skills, competencies and knowledge to perform at their best
  • 24/7 access to an online employee discount platform
  • credit union facilities
  • access to a Cycle to Work Scheme
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