Customer Insight Research Executive

An exciting opportunity has come up to join our Customer and Conduct department championing the customer experience. One of our strategic objectives is to improve our Net Promotor Score (NPS), a core measure of customer experience. Your reporting and analysis of our customer feedback performance will be crucial to this objective. You will be responsible for the continued development of the Admiral Customer Research Panel. Working with stakeholders around the business to provide feedback solutions to their research questions. 

 As a Customer Insight Research Lead you will:

• Be responsible for the design, delivery and management of ongoing and new customer research activities which will be used to help shape the products and services offered our customers.
• Analyse key movements and trends in customer experience metrics from all research activities and transform data into findings that can be used to support improvement of KPIs and inform business decisions.
• Liaise with the Institute of Customer Service, business data analysts, data governance and ECRM to run the quarterly Business Benchmarking survey.
• Manage and distribute UKCSI results, providing summary of results with commentary to stakeholders and business wide communications where necessary.
• Responsible for promoting the Admiral Customer Research Panel within the business and manage research requests, providing feedback solutions and reporting results and findings.
• Work closely with ECRM to ensure communication with the Panel is high quality and delivered on time.
• Manage annual MY Account research study including ensuring accountability from stakeholders by tracking responses to Lumivo’s recommendations for improvements and advocating for customers where key changes need to be made.
• Actively engage in additional research opportunities provided by the Institute of Customer Service such as research papers and Trusted Advisory Network meetings and communicate relevant trends etc to the wider business.

Requirements

Ideally you will have:

• A passion for research.
• A keen interest in understanding our customers’ experience and views.
• The ability and willingness to learn new software programmes.
• The ability to write clear and concise reports.
• Confidence in speaking and presenting in front of stakeholders.
• The ability to multitask and prioritise your workload.
• Good numerical and analytical skills.
• Experience in building surveys (desirable).

Additional Information

• Interviews for this role will take place week commencing 5^th September
• The role is based in Cardiff with a Hybrid approach to working, 1 or 2 days in the office. We will give you everything you need to work comfortably from home.

Our Commitment to You

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

All qualified applicants will receive equal consideration for employment.

Salary, Benefits and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including banks holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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