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Customer and Product Insight Executive

Parkdean Resorts
North East
Closing date
19 Apr 2021

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Job Details

Under the guidance of the Owner Product CX Manager and Customer Insight Manager

  • Carry out the day to day running of the Owner Insight program including survey production, send out and reporting
  • Maintain the backlog of the Owner Insight program and drive developments forward working with internal and external parties including the development of an Operational Insight Dashboard
  • Deliver quantitative and qualitative research approaches to support product development and customer experience
  • Play a key role in product development and innovation by using research to identify user needs, motivations, attitudes and behaviours.
  • Test solutions and concepts through techniques such as a/b testing and usability testing
  • Analyse and synthesise data and present clearly in easy to digest formats
  • Work with Insight Manager to develop appropriate processes and methodologies for customer research projects.
  • Conduct research to link product development to customer and market needs.
  • Translate feedback, including latent needs and dissatisfaction, into actionable recommendations and plans
  • Identify potential unmet customer needs that form the basis for new product/feature offerings.
  • Support the development of creative solutions to a diverse set of business challenges
  • Map Owner journeys
  • Carry out competitor research and analysis
  • Effectively communicate with and collaborate with central and park colleagues to successfully deliver on plans to optomise the Owner journey online and offline
  • Maintain and support the prioritisation and delivery of the CX backlog
  • Ensure research projects are ethical and comply with GDPR
  • Support as required other key product development projects taking on the role of the ‘voice of the Owner’
  • Comfortable travelling to our park sites when required to conduct face to face research

Essential skills

  • Hands on, working experience of undertaking and analysing quantitative, qualitative and competitor research both remote and in person
  • Familiar with customer segmentation techniques
  • Familiar with statistical techniques
  • Strong analytical ability, able to synthesise potentially conflicting information to produce clear and actionable insights
  • Comfortable mapping customer journeys and processes
  • Strong problem solving skills
  • Very strong communication and presentation skills both written and verbal
  • Facilitation skills
  • Strong organisational skills and ability to manage own workload
  • Familiar with GDPR and research operations
  • Bachelors degree in a related field or equivalent experience

Desirable skills

  • Previous experience of working in a team focused on product development or service design
  • Previous industry experience of high value products such as car manufacturing, property or household appliances would be a bonus
  • Previous experience of agile methodologies and ways of working
  • Understanding or previous experience of Salesforce data capability would be a bonus
  • Understanding or previous experience of Market research
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