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Customer Insight and Research Lead - Social Housin - HP10 0DF



Job Type



Customer Service


HP10 0DF

The Vacancy

About the role

Reporting to the Customer Data and Performance Manager, the Customer Insight and Research Lead is at the forefront of horizon scanning, trend identification, satisfaction measuring and profiling to ensure we are driving improvement in all we do and delivering consistently excellent services to our customers.

In overseeing Paradigm’s approach to customer profiling, satisfaction surveying and wider customer intelligence, the Customer Insight and Research Lead will provide expert and professional advice to the business on the most effective ways to capture customer insight. They will act as the main point of contact for any external companies appointed to undertake customer satisfaction surveying and responsible for coordinating and reporting on all customer research activities developing actionable insight and engaging reports.

About you

We are looking for someone with great analysis and communication skills, who can confidently collate, analyse and present findings from customer research, including profiling, satisfaction surveying and unsolicited methods of customer feedback, as well as work collaboratively with the Business Transformation Team to ensure the customer voice influences priorities for improvement and drives change.

To be successful in the role you’ll need a clear passion for excellent service and have proven experience of customer insight and research solutions, tools and methods. You must have strong analytical skills and able to translate complex data into meaningful intelligence, using strong communication skills to present to a varied audience.

Working via a mixture of office, remote and homeworking, you will be working with teams across the business to combine data from various data sources in order to present a holistic and accurate picture of customer intelligence to influence business planning and change. With this in mind, experience/knowledge of the Housing sector is desirable.

While we are looking for someone with the skills noted above, we do have a comprehensive personal and professional development suite available to all of our employees. So not only is this a great opportunity to join a high performing and specialist team at a time when you can have a real and personal impact on the future success of our business, you can continue to grow and develop yourself, building an exciting/interesting/rewarding career with a growing business.

About us

We are a Best Companies 1 STAR accredited organisation in recognition of our high employee engagement and offer a welcoming and friendly environment. We are clearly focussed on the delivery of our five-year corporate plan with ambitious and challenging objectives including improving our environment and sustainability targets to deliver quality homes to people who need them.

We’re proud to offer great benefits and have a committed approach to employee wellbeing. We offer an attractive range of benefits such as Health Cash Plan, Bonus potential, a competitive Pension and 25-30 days holiday (dependent on role) on starting in addition to 3 days closure at Christmas, up to 3 paid Volunteer days p/a, free parking at our modern office with newly created collaborative workspaces.

We support flexible ways of working and welcome applications from all sections of the communities we work in.

Further information

For the full job description and person specification for the role please see our website.

As part of our application process, we ask for a covering statement and CV so we can assess your application against our essential and desired criteria as set out in the job description and person specification. Please include in your covering statement how you meet the criteria so we can see how well you match our requirements and give your application the consideration it deserves.

Thank you for your interest in Paradigm Housing Group thus far.

Shortlisting will be conducted in line with the essential and desirable criteria set out in the person specification. We reserve the right to close this role earlier than the published date should a suitable candidate be identified.

The Company

We are Paradigm Housing Group. 

We manage more than 15,000 homes across the South East.

We know that house prices in the areas where we work are high, both to buy and rent. We want to help more people have a safe and sustainable home that they can afford.

As a charity, the money we make goes into building new homes and providing an excellent service for residents.

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