Job Details
Applications must be submitted by;
10-07-2024Head of Customer Insights
As Head of Customer Insights, you will play a vital role in putting the customer at the heart of Innovate UK’s product and services portfolio.
*Please note this advert will close at on the 9th July 2024.
Watch our video “Why Join Innovate UK?” here.
Title: Head of Customer Insights
Band: UKRI Band G (UKRI Ts & Cs)
Salary: £65,262 gross per annum
Reports to: Chief Product Officer
Location: Field based
Contract: Permanent
Innovate UK recognises the importance of work-life balance, and we will be happy to discuss any requests for flexible working arrangements.
Context:
The role holder will operate within the Innovate Product and Portfolio Strategy Team, part of UK’s Products and Services Directorate. Products and Services is a key horizontal across Innovate UK, supporting our domain and place-based teams in delivering their objectives while also being directly responsible for our responsive programmes and finance activities, reach and engagement and Innovate UK-KTN.
This is a pivotal moment for Innovate UK as we move towards an ever more inclusive, user-focused, digital approach to supporting innovators across the UK.
Job Purpose:
We're looking for an experienced and strategic Head of Customer Insights to join our team. As the Head of Customer Insights, you'll play a crucial role in helping our organisation, understanding the needs, behaviour, and user experience of our innovators and innovative businesses as well as the effectiveness of our reach and engagement through the positioning of our brand and communications in the ecosystem. Your expertise will guide our decision-making, inspire innovation, and ensure that we always keep our customers at the forefront of our plans.
As Head of Customer Insights, you will play a vital role in putting the customer at the heart of Innovate UK’s product and services portfolio. Reporting into the Director of Product and Portfolio Strategy, you will be working with a talented team of professionals to develop Innovate UK’s current and future products and services into a coherent, robust and future-proofed portfolio to meet the needs of the UK’s diverse range of innovators.
Key Responsibilities and Accountabilities:
Develop and implement a customer insight strategy aligned with IUK’s objectives
Develop a coherent research and data-driven insight programme that supports the understanding of business and innovator needs to support the product development process
Identify new organisational opportunities and improvements based on customer insights and data.
Segment customers and develop targeted strategies to meet and exceed their specific needs
Establish key performance indicators (KPIs) to measure the customer experience of new and existing IUK products and services, provide actionable insights and work with operational and product teams to implement improvements
Work with the head of product development to ensure that customer insights are embedded throughout the product development and review cycle
Foster cross-functional collaboration to integrate customer insights into strategies and initiatives across the organisation
Use the power of storytelling to share insights through presentations, reports, and visualisations
Stay updated with research methodologies and industry best practices for continuous improvement
Manage a team of three with the potential to expand
This is not an exhaustive list and you might be encouraged to undertake any other duties across the wider directorate, commensurate with the Band and level of responsibility of this post, for which the post holder has the key experience and/or training.
Person Specification:
Experience:
Essential -
Experience of developing and implementing customer insight strategies aligned to organisational priorities
Track record in conducting customer research and analysing data to provide actionable insights for strategic decision-making
Track record of identifying new opportunities and enhancing customer experiences based on insights and data
Strong understanding of customer behaviour analysis, segmentation, and targeting to drive effective marketing and customer experience strategies
Experience using Net Promoter Score (NPS) and Customer Satisfaction (CSAT) metrics
Experience in brand tracking
Experience of having worked within cross-functional teams to align strategies and initiatives with customer insights
Skills:
Data-driven decision-making, using research methodologies and analytics tools to derive meaningful insights
Familiar with qualitative and quantitative research techniques
Expertise in engaging stakeholders and effectively communicating insights to influence decision-making
Proficiency in presenting complex insights clearly and compellingly through various communication channels
Excellent networking and stakeholder management skills
Competencies:
All team members demonstrate compatibility with and capability against our Core Competencies such as:
Thinking and Problem Solving – Stakeholder management – Communication skills – Influencing – Self-awareness/self-management – Strategic awareness – Working with others– Project management
Travel Requirements:
There will a requirement to travel, mostly national, and there is some flexibility in this. Innovate UK staff make extensive use of telepresence tools for meetings to minimise unnecessary travel.
Equality, Diversity and Inclusion:
Innovate UK is a diverse workforce of people. We believe that encouraging these differences and drawing the best from them will build a productive environment in which everyone feels valued, where talents are fully utilised and in which organisational goals are met. Underpinning this is a belief that it is a fundamental right for everyone to be treated equally, with fairness, respect and dignity. We will act directly and use our influence to ensure that this right is promoted and upheld; we encourage applications from all those who meet the criteria set out in our role profiles.
Equal Opportunities:
We are an equal opportunities employer, committed to employing any person who meets the criteria for our roles. When undertaking recruitment, we may require applicants to undertake certain tests or assessments, some of which will be online and others may be in-person. If you have a disability, health condition or specific learning difficulty such as dyslexia then you may be entitled to support with undertaking this type of assessment exercise. Where you feel that reasonable adjustments are required to support you, we ask that you advise your recruitment point of contact in a timely fashion, providing further information. In confidence, Innovate UK will then review your application for adjustments and provide support as required.
UK Research and Innovation:
Employee Benefits:
We offer a benefits package crafted to provide an excellent work/life balance. This includes 30 days’ annual leave, public and privilege days, flexible working hours, an exceptional defined benefit pension scheme, and access to a variety of support networks and discount schemes.
Flexible Working:
We understand the importance of work-life balance and are happy to discuss the possibility of flexible working with applicants.
Pre-employment Screening:
To enable us to hire the very best people we will conduct a comprehensive pre-employment check on successful applicants as part of the recruitment process.
The role holder will be required to have the appropriate level of security screening/vetting required for the role. UKRI reserves the right to run or re-run security clearance as required during the course of employment.
UKRI supports research in areas that include animal health, agriculture and food security, and bioscience for health which includes research on animals, genetic modification and stem cell research. Whilst you may not have direct involvement in this type of research, you should consider how this aligns with your personal values or beliefs. To enable us to hire the very best people we will conduct a full and comprehensive pre-employment check as a crucial part of the recruitment process on all individuals that are offered a position with UKRI. This will include a security check and an extreme organisations affiliation check.
Applications must be submitted by;
10-07-2024