The Customer Research and Insights Manager will lead and manage customer research initiatives to support data-driven decision-makingClient DetailsA leader in their fieldDescriptionDevelop and implement a robust customer research framework, including surveys, focus groups, interviews, and observational studies. Identifying gaps in CFL''s knowledge of the Customer exists and implementing research methodologies to address. Working collaboratively with CX and other stakeholders manage the Customer Experience Measurement platform.oEstablish the survey and research methodologies, metrics, samples and frequencies to deliver a robust and statistically valid measurement of Customer Experience for both B2C and B2B.oAnalyse customer feedback and behavioural data to identify trends, pain points, and opportunities for improvement.oWorking with CX and internal teams ensure insights are activated Lead the design and execution of research projects to explore customer satisfaction, trust, accessibility, and service perceptions. Collaborate with internal teams to translate insights into actionable recommendations that enhance customer experience and operational performance. Manage relationships with external research agencies and customer experience measurement provider and ensure high-quality, ethical research and data practices. Produce clear, compelling reports and dashboards for internal stakeholders, and other external bodies. Ensuring results, insight and improvements are effectively com