Customer Insights Manager

Job Description

We have an exciting opportunity for a Customer Insight Manager to join our Customer Research & Analytics Team, focused on Virgin Money Insight priorities. This is a fast paced, multifaceted role where your research skills and storytelling abilities enable colleagues to understand our customer needs and reactions to our products and services.

Locations

• Glasgow, United Kingdom
• Swindon, United Kingdom
• London, United Kingdom

Responsibilities

In this role you will deliver and generate research and insights that enable colleagues to understand customer needs and outcomes, and equip the organisation to deliver on our purpose.

You will manage our customer research panel, harnessing views from existing customers, building and maintaining engagement. You will also manage third party research suppliers to drive optimal value, ensuring alignment between our strategic vision and research delivery, and share insights with colleagues to enable best practice from a customer centric stance.

As part of the wider insights team you will develop and deliver ad hoc customer and market research requirements, covering a variety of projects including strategy development, proposition testing and customer sentiment monitoring. You will ensure timely delivery of findings, effectively utilising workload planning and time management skills.

What You’ll Be Doing

Develop and deliver on our ad hoc customer and market research requirements, including strategy development, proposition testing and customer sentiment monitoring.

Utilise our customer research panel to harness views from existing customers and maintain engagement.

Manage third party research suppliers to achieves optimal value and alignment with strategic vision.

Share insights with colleagues and partners to inform best practice and ensure tasks meet recognised standards.

About You

• Experience designing and delivering market research projects using a range of methodologies.
• Experience developing strategic research plans to meet business objectives.
• Experience developing strong consumer insights from various data sources and delivering them through powerful verbal and written presentations.
• Ability to work at pace and across multiple projects.
• Customer focused with a proven track record and desire to influence the best possible customer outcome.
• Experience building, managing and engaging with customer research panels.
• Experience scripting surveys in online platforms (e.g. Forsta).

Customer First Behaviours

• Feel what customers feel – Empathise with customers using their feedback and insights.
• Say it straight – Speak out and say what we think, being honest and direct with good intent.
• Push for better – Challenge the status quo and take responsibility for continuous improvement.
• Get it done – Prioritise impact, be decisive and deliver brilliant customer outcomes.

Additional Benefits

• Access to private medical insurance
• A highly competitive pension to help you build a strong foundation for retirement
• Access to an annual performance related bonus
• Training and development to help you progress your career
• A great selection of additional benefits through our salary sacrifice scheme
• Life assurance to provide peace of mind for you and your loved ones in the event of your death
• Wellhub – access to a range of free and paid options for health and wellness
• Up to 2 days of paid volunteering a year

Job Info

• Job Identification 3064
• Apply Before 06/10/2026, 10:55 PM
• Locations 92/96 Argyle Street, Glasgow, Glasgow City, G2 8BQ, GB, 1 Threadneedle Street, London, Greater London, EC2R 8AY, GB, Nationwide House, Swindon, Wiltshire, SN38 1NW, GB