Job Introduction
What you’ll do
Notting Hill Genesis, one of London's largest housing associations, is seeking a Customer Insights Manager to join our Customer Experience team on a 6-month Fixed-Term contract (which may potentially be extended). As a Customer Insights Manager, you will be at the heart of shaping how NHG listens and learns from its residents. You will lead in capturing and translating customer feedback into meaningful strategies that improve the customer experience across our services.
Please note that this role is a part-time, job share opportunity for 21 hours per week across three days; Wednesday, Thursday and Friday.
How you’ll do it
- Lead and mentor a Customer Insight Analyst, fostering a high-performing, insight-driven culture.
- Build and manage a robust framework for gathering direct, indirect, and inferred customer insights.
- Translate complex data into clear, compelling narratives that highlight resident needs and priorities.
- Collaborate with Customer Journey Managers to ensure insights shape service improvements and journey design.
- Identify gaps in the current customer experience and recommend actionable strategies to address them.
- Present findings and recommendations to senior stakeholders, advocating for customer-centric decisions.
- Manage relationships with third-party survey providers to ensure high-quality insight delivery.
- Stay up to date with best practices in customer insight and bring innovative ideas to the team.
The ideal candidate
We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.
Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.
Essential:
- Strong experience in customer insight methodologies, data analysis, and voice of the customer frameworks.
- Proven ability to lead and mentor analysts, with a track record of delivering actionable insights.
- Excellent storytelling and analytical skills, with the ability to turn complex data into clear narratives.
Desirable:
- Proficiency in digital tools for insight gathering and reporting i.e. Power BI
- Skilled communicator and collaborator, confident in presenting to senior stakeholders.
- Passion for understanding customer behaviour and driving service improvements.
What’s in it for you?
Once you join us, you’ll find plenty of opportunities to grow within our organisation. You’ll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.
Benefits include:
- Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
- Generous pension scheme
- Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
- Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
- Health cash plan
- Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
- Interest free loans - season ticket loan, tenancy deposit loan, and training loan
- Cycle to work scheme.
- Life Assurance x 4 annual salary
All about us
Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.
For more information on what we do and what makes us different please visit:https://group.nhg.org.uk/careers/
We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.
To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/
Selection Process
Step 1: If you are interested, please send your application now!
Step 2: Successful candidates will be invited to a screening call
Step 3: Successful candidates will be invited to interview and assessment
Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via jobs@nhg.org.uk.
Should a redeployee apply for this role, their application will be considered before any others.
NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.
