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