Senior Manager, Customer Insights

Job description

SENIOR CUSTOMER INSIGHTS MANAGER 🌍 LOCATION: LONDON, UK ⭐ OFFICE POLICY: 3 DAYS A WEEK IN OFFICE WHO WE ARE: Omaze is reinventing fundraising by giving people the chance to win once-in-a-lifetime prizes while raising millions for charities around the world. Since launching in the UK in 2020, we’ve become one of the fastest-growing companies in the country, raising over £150 million for charity and creating more than 40 new millionaires. More recently, we’ve successfully expanded into Germany, marking the next chapter in our international growth journey. As we continue to scale, we’re building a world-class team that will help us better understand our customers, make smarter decisions and maximise our impact across every market. If you’re excited by the opportunity to help shape the future of a fast growing international business with a powerful purpose, we’d love to hear from you. 🔑 ABOUT THE JOB We’re looking for an experienced, commercially minded Senior Customer Insights Manager to lead strategic research programmes that influence decisions across Marketing, Growth, Product and Strategy. As part of our Data, Analytics & Insights team, you’ll work closely with analysts and cross-functional partners to bring together customer research, behavioural insights and commercial data. You’ll turn this evidence into clear, compelling narratives that help teams make better, more customer-centred decisions. You’ll design and deliver high-impact qualitative and quantitative research across multiple markets. Your work will help us deepen our understanding of our customers, strengthen our brand, optimise our marketing, improve our products and identify new opportunities for growth. This is a highly strategic role for someone who enjoys solving complex commercial problems, challenging assumptions with evidence and turning insight into action. 🔧 WHAT YOU’LL BE DOING LEAD STRATEGIC RESEARCH - Lead end-to-end qualitative and quantitative research initiatives across multiple international markets. - Design and deliver research that informs commercial strategy, customer experience, product development and marketing effectiveness. - Own strategic research programmes including customer segmentation, proposition development, concept testing, pricing research, brand tracking, creative development and campaign evaluation. - Ensure research is methodologically robust and produces clear, commercially actionable recommendations. BRING DEEP QUANTITATIVE EXPERTISE - Design and oversee robust quantitative studies using techniques such as conjoint analysis, MaxDiff, segmentation, concept testing and advanced survey methodologies. - Select the most appropriate research approach for complex commercial questions, combining qualitative and quantitative methods where needed. - Work closely with analysts to connect survey findings with behavioural and commercial data. PARTNER ACROSS THE BUSINESS - Act as a trusted insights partner to Marketing, Growth, Product, Strategy and senior leadership. - Collaborate with analysts across the Data, Analytics & Insights function to build a holistic understanding of our customers. - Help shape business strategy by embedding customer insight into important commercial decisions. TELL COMPELLING CUSTOMER STORIES - Ensure the customer’s voice is represented in strategic conversations, helping teams balance commercial objectives with genuine customer understanding. - Bring together research findings, behavioural analytics, brand metrics and commercial data to create a coherent view of the customer. - Translate complex evidence into engaging presentations and recommendations that inspire action. - Present findings confidently to senior stakeholders and influence strategic decisions across the business. INFORM BRAND AND MARKETING STRATEGY - Lead our brand-tracking programme, ensuring brand health and marketing performance are clearly understood and acted upon. - Partner with Marketing, Growth, Analytics and econometrics or marketing mix modelling partners to integrate customer insight into marketing-effectiveness measurement. - Generate insights that strengthen our brand, improve marketing performance and support customer acquisition and retention. CHAMPION THE VOICE OF THE CUSTOMER - Help create a shared understanding of our customers by connecting research, customer feedback, behavioural analytics and commercial performance. - Work alongside colleagues responsible for Voice of Customer and customer-sentiment programmes to place ongoing feedback within a broader commercial context. - Identify opportunities by synthesising multiple sources of customer evidence into a single, coherent view. MANAGE RESEARCH PARTNERS - Build strong, productive relationships with external research agencies and suppliers. - Write clear briefs and ensure projects are delivered to a high standard, on time and with maximum commercial value. - Manage research budgets effectively and ensure our agency partnerships continue to meet the needs of the business. 🤩 ABOUT YOU - You’re passionate about understanding customers and believe the best commercial decisions begin with meaningful customer insight. - You have extensive experience in customer insight, market research or a related commercial-insights role. - You combine strategic thinking with strong commercial judgement and understand how customer insight can improve business performance. - You have deep expertise in qualitative and quantitative research methods, including significant experience designing and delivering advanced quantitative studies. - You’ve used techniques such as conjoint analysis, MaxDiff, segmentation, concept testing, brand tracking, campaign evaluation and creative testing to solve complex business problems. - You have substantial experience partnering with Brand and Marketing teams to inform communications, creative development and brand strategy. - You’re an exceptional storyteller who can combine customer research, behavioural analytics and commercial data into narratives that influence decisions and inspire action. - You build trusted relationships and influence stakeholders across different functions and levels of seniority. - You have a proven track record of managing external research agencies and delivering multiple strategic research programmes at the same time. - You enjoy collaborating with cross-functional teams and working closely with analysts to develop a complete understanding of customers. HIGHLY DESIRABLE - Experience analysing raw quantitative research data using R, Python, SPSS or similar statistical software. - Confidence carrying out advanced statistical analysis or collaborating with analysts on deeper data exploration. - Experience using external market information and syndicated datasets alongside customer research and internal data. - Experience conducting research across multiple international markets. BONUS POINTS - Additional European language skills, particularly German or Spanish. - Experience in e-commerce, digital consumer businesses or subscription-based products. - Experience spanning both market research and user research. 🙌What’s In It For You - Generous stock options scheme - Private medical and dental insurance - 9% employer pension contributions, when you contribute at least 2% - A personal learning and development budget each year to use on training courses, conferences and professional memberships - Enhanced family leave policies - Life assurance of 4x your salary Diversity statement We actively seek out diversity of thought and experience to drive innovation. We welcome all backgrounds, identities, and perspectives and work hard to ensure that every Omaze employee can bring their authentic self to work at all times.