Customer Insight Manager


Cambridge, GB

Category:  Sales, Marketing and Publishing

Job Title: Customer Insight Manager

Contract: Fixed-Term / Until mid-September 2019

Salary: £32,100 - £43,300

Location: Cambridge


What it’s about


An exciting opportunity to act as the voice of the customer

Cambridge Assessment English is a key player in the global English language learning and assessment business. Due to rapid changes in competitive landscape, customer needs and solutions available, there is an increasing need for a better understanding of customers. The Customer Insight Manager will contribute to important decisions on customer experience, new product development and market opportunities by providing relevant and timely insights. As the Customer Insight Manager you will play a key role in driving organisational change through the power of insight, providing the business with vital information and strategic recommendations that will enable us to provide the best products and services to our customers.


What you’ll be doing


  • Leading large-scale primary market research projects. This will include scoping the requirements, designing the project, commissioning the research to an agency or conducting the research in house, monitoring progress, evaluating reports and communicating findings. Conducting impact assessment and reporting ROI on large projects. Providing research consultancy as required to internal stakeholders by supporting projects on research design or development of data collection instruments. Working with Head of Market and Customer Insight to develop the annual programme of market research projects.


  • Carrying out secondary research on a wide range of topics. This will include collation of internal and external information, analysis of qualitative and quantitative data to produce user-friendly reports.


  • Managing and co-ordinating the delivery of services from external suppliers to Market and Customer Insight. Planning, building, monitoring and managing the budget for Market and Customer Insight to ensure that projects represent good return on investment and meet stakeholders’ requirements.


  • Contributing to the innovation and improvement of project management methods and research approaches followed in the Market and Customer Insight team.


  • Taking responsibility for developing and implementing the standard operating procedures relating to primary market research, including processes and documentation necessary for GDPR compliance.


  • Working with the Head of Market and Customer Insight in establishing regular management reports on, for example, performance against targets, success or otherwise of agreed strategies, and effectiveness of information dissemination.



What we’re looking for



  • Educated to degree level
  • Market research expertise in qualitative and quantitative methods
  • Understand business strategy, competitor analysis, customer experience
  • Knowledge of the education sector



  • Excellent relationship building and influencing skills
  • Be able to engage effectively with stakeholders at various levels of seniority and influence
  • Excellent planning and project management skills with meticulous attention to detail
  • Excellent communication skills – written and spoken
  • Strong data analysis and interpretation skills
  • Proficient in the use of research software (e.g. SPSS, Snap, etc.)
  • Strong IT skills especially in the use of Excel



  • Significant experience in the area of market research, including leading complex customer insight projects and experience of converting findings to actionable recommendations.
  • Significant experience in communicating market research scope and findings to time-pressured senior managers to facilitate swift sign off and buy in
  • Some experience of developing competitor counter strategy



  • A strong team player willing to support and collaborate with other members of the team
  • Agile and responsive with the ability to navigate through uncertainties
  • A self-starter with ability to work independently
  • Comfortable working on multiple projects simultaneously and thrive under pressure



Who we are



Cambridge Assessment English is a part of Cambridge Assessment, a department of the University of Cambridge. We are the global leader in English language assessment. We help people learn English and prove their skills to the world. We provide exams in English for speakers of other languages taken by over 5 million candidates worldwide each year, as well as the leading range of qualifications for language teachers.




In addition to a competitive salary, we offer a comprehensive package of benefits to help with your life both inside and outside of work:


  • Generous contributory pension
  • 28 days annual leave, plus bank holidays 
  • Annual performance related bonus and increases (discretionary) 
  • Enhanced maternity/paternity pay and childcare voucher scheme 
  • Childcare vouchers
  • Employee discount and cash back scheme at 2,500 retailers 
  • Cycle scheme 
  • Season Ticket Loan
  • Subsidised staff restaurants
  • Support for professional qualifications
  • Discounted access to the University of Cambridge Sport Centre, along with various other local gyms.

This campaign is being recruited on a continuous basis until the role is filled. Please apply ASAP to avoid missing out as it could close at any time.


We know that diversity of thinking, backgrounds and approaches leads to innovation and creates an atmosphere where everyone’s contribution is valued. As well as wanting to create diverse teams, we also value diversity in the way our people approach their work. Work/life balance is important to us at Cambridge Assessment and we offer our colleagues a range of flexible working options according to the needs of the business and the individual, so please let us know of any flexible working requirements when applying and we can see how we can support you.

The closing date for receipt of applications is 18/10/2018  and interviews will be held on 17 October and 7 November 2018.

If you’re successful at interview stage we will ask you to undergo background screening (carried out by Credence Background Screening Ltd), to ensure that all information provided to us is accurate. We wish you all the very best with your application.



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