Customer Research Manager
About The Position
In this role you will support and shape our North American customer research agenda. You will champion the voice of the customer, lead complex research programs, and translate customer behavior, market trends, and business questions into clear, actionable insight. Reporting to the Associate Vice President, you will be responsible for managing key tracking studies, leading ad-hoc research projects and partnering with stakeholders across the business to ensure customer insight informs commercial, product, marketing and customer experience decisions. Your strong technical research expertise, excellent communication skills and the ability to turn data into compelling narratives that influence decision-making will also be important in developing research best practices and the continued growth of the North American research function.
Requirements
- Proven experience in a market research, customer insight or consumer research role, ideally at manager level or equivalent.
- Proven experience managing and developing direct reports.
- Strong knowledge of quantitative and qualitative research methods, including surveys, focus groups, interviews, concept testing, customer segmentation and tracking studies.
- Experience managing brand tracking, customer lifecycle programmes, NPS, CSAT or similar initiatives.
- Ability to manage research projects end-to-end, from brief development to final recommendations.
- Excellent data storytelling skills, with the ability to turn findings into clear, compelling and commercially relevant insight.
- Strong stakeholder management and presentation skills, with the ability to clarify objectives and influence decision-making through evidence-based recommendations.
- A commercially minded approach, linking customer insight to business performance, strategic priorities and customer experience outcomes.
- Proficiency in Microsoft Excel is essential.
Nice To Haves
- Experience within the online betting, gaming or gambling industry is strongly preferred.
- Experience with Q, R, Python, SPSS, Tableau, Power BI or similar tools would be advantageous.
Responsibilities
- Support and shape the North American customer research agenda.
- Champion the voice of the customer.
- Lead complex research programs.
- Translate customer behavior, market trends, and business questions into clear, actionable insight.
- Manage key tracking studies.
- Lead ad-hoc research projects.
- Partner with stakeholders across the business to ensure customer insight informs commercial, product, marketing and customer experience decisions.
- Develop research best practices.
- Contribute to the continued growth of the North American research function.
- Lead research projects end-to-end, from scoping and methodology design through to analysis, reporting and presentation with a high degree of accuracy and commercial relevance.
- Provide direct leadership and coaching to your direct report, ensuring high quality research output and professional growth.
- Own key tracking programs, including brand tracking, CSAT, NPS, customer lifecycle and other customer experience studies while balancing multiple research priorities with urgent requests.
- Translate business questions into clear research objectives, selecting the most appropriate quantitative or qualitative methods.
- Analyze customer behavior, market trends and performance data to identify opportunities, risks and actionable recommendations.
- Build strong relationships with stakeholders across marketing, product, commercial, customer experience, UX and wider business teams.
- Act as a trusted insight partner, proactively identifying where research can support decision-making and influence strategy.
- Present findings clearly and confidently to varied audiences, using strong data storytelling to make complex insight simple and actionable.
- Champion the voice of the customer, helping teams understand customer needs, motivations, pain points and behaviors.
- Identify opportunities to improve research processes, tools and methodologies.
Benefits
- Equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
