Customer Insights Manager

Customer Insights Manager Job Description Job Summary Lead the delivery of customer insights that inform strategic decision-making, marketing effectiveness and business growth. Partnering with stakeholders across Marketing, Product, Sales and Leadership, you'll translate customer and agent research into actionable recommendations, champion a customer-centric culture, and ensure insights are embedded into key business decisions. Responsible for managing insight programs, research partnerships and customer intelligence frameworks, you'll help drive exceptional customer experiences, brand growth and commercial outcomes.

Customer Pulse and Advocacy   Lead Domain’s customer and agent insight programs, delivering actionable recommendations that influence marketing effectiveness, business strategy and growth. Responsible for ongoing tracker programs, executive reporting and deep-dive analysis, you will translate customer feedback, research and behavioural data into clear commercial opportunities. By identifying emerging trends, customer needs and growth opportunities, you will ensure the voice of the customer is embedded in decision-making across the business. Strategic Insights & Cross Functional Advisor    Partner with Product, Marketing, Sales and Leadership teams to deliver customer insights that inform strategic decision-making and business growth. You will manage bespoke insight projects, commission and oversee research initiatives, and combine customer, market and behavioural data to answer key business questions. Acting as a trusted advisor, you will translate complex findings into compelling recommendations that influence action, support strategic planning and drive measurable business outcomes. Customer Insight Amplification and Democratisation    Champion the voice of the customer across the organisation by driving customer-centric thinking and embedding customer intelligence into everyday decision-making. You will lead customer immersions, workshops and storytelling initiatives that build insight literacy and deepen understanding of customer needs. Responsible for managing and evolving AI-powered insights repositories and workflows, you'll improve access to customer intelligence, drive adoption across teams, and help the business leverage insights more effectively to enhance customer experience, inform strategy and support growth. Agency Partner Governance & Research Operations   Lead the governance, procurement and management of external research and insights partners, ensuring high-quality delivery, cost efficiency and strategic alignment. You will oversee supplier performance, establish best-practice research methodologies and governance frameworks, and drive continuous improvement across customer insight activities. By optimising research processes and accelerating the delivery of actionable insights, you will enhance the organisation’s ability to make informed, customer-led decisions.

5+ years' experience in Customer Insights, Market Research or Strategic Insights roles across agency and/or client-side environments, including management of tracking programs, bespoke research initiatives and external agency partnerships.   Strong quantitative and qualitative research expertise , with the ability to connect multiple data sources into compelling, actionable customer stories.   Commercially minded, with a demonstrated ability to translate customer understanding into business outcomes, growth opportunities and strategic recommendations.   Naturally curious, proactive and innovative, with a track record of identifying opportunities, challenging conventional approaches and driving initiatives independently.   Exceptional stakeholder management, storytelling and presentation skills, with the ability to influence and inspire action at all levels of an organisation.   Passionate about customer centricity and innovation, with experience leveraging AI,