Customer Insight Strategy Lead

Severn Trent Plc; Coventry; Hybrid; GBP 40,000 - 44,000; Full time

Job summary

A leading utility company in Coventry is seeking a Strategic Customer Insight Analyst. This key role involves designing high-quality market research to inform critical business decisions and manage both quantitative and qualitative projects. Candidates should offer strong research methodology expertise, project management skills, and attention to detail. The position offers a competitive salary between £40,000 and £43,800, along with excellent benefits including an annual bonus and comprehensive training opportunities.

Benefits

Annual salary between £40,000 - £43,800

28 days holiday plus bank holidays

Annual bonus scheme up to £2,250

Leading pension scheme

Share-save scheme

Dedicated training and development

Electric vehicle scheme

Family friendly policies

Qualifications

• Strong knowledge of research methodologies and their practical application.
• Experience in commissioning and delivering quantitative and qualitative research.
• Ability to manage projects, meet deadlines, and build effective relationships.

Responsibilities

• Design and deliver research programmes.
• Lead projects for market research.
• Support internal teams with insights and reports.
• Present findings to internal and external audiences.

Skills

Research methodologies

Quantitative research

Qualitative research

Excellent writing skills

Project management

Data Protection Impact Assessments

Education

Degree-level education (any subject)

Tools

Qualtrics

Job description

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At Severn Trent, our people are at the heart of everything we do. We’re in the top 5% of utility companies worldwide when it comes to employee engagement and ranked as a Top 50 UK Employer on Glassdoor. Join us in making a positive impact on the environment and our communities, while being valued and supported in a truly inclusive workplace.

If you want to do more, because you care, we want you on our team.

EVERYTHING YOU NEED TO KNOW

We’re offering an exciting opportunity to join a small, friendly, and collaborative team at the heart of our planning process. As we prepare for our next business plan submissions to Ofwat, our economic regulator, you’ll play a key role in shaping the future of water services. This includes leading innovative customer research to understand what matters most to our customers—whether it’s long-term strategy, infrastructure investment, or ensuring bills remain affordable.

What you’ll be doing

As a Strategic Customer Insight Analyst, you’ll help deliver a continuous programme of high-quality market research that informs critical business decisions. Your work will span ongoing research, bespoke projects for business plans, and ad hoc studies for other departments. Key responsibilities include:

• Design and Deliver Research: Collaborate with stakeholders to create and embed a robust programme of market research for Severn Trent and Hafren Dyfrdwy.
• Lead Projects: Manage quantitative and qualitative research—both in-house and through agencies—ensuring outputs meet the highest standards.
• Shape Strategic Plans: Contribute to customer engagement chapters in our business plans (PR29: 2030–2035) and other regulatory submissions.
• Provide Insight: Support internal teams with research briefs, methodology advice, and actionable insight reports.
• Share Knowledge: Present findings to internal and external audiences, chair quarterly insight meetings, and produce newsletters for our TapChat research panel.
• Coach and Mentor: Support less experienced colleagues and foster a culture of continuous improvement.

You’ll be based at our Severn Trent Centre in Coventry. With this being such a critical role, we’re looking for someone who can join us 37 hours a week.

HOW WE WORK

You’ll join a caring culture that collaborates to achieve, grow, and develop. Our employee engagement scores are among the highest globally in energy and utilities. That’s why, we value in-person moments to keep our culture alive but also understand the flexibility working from home can bring. So, you’ll usually find us in the office, but working from home is supported, when you need it.

WHAT WE’RE LOOKING FOR

You’ll bring expertise in market research and a passion for understanding customers. Essential skills include:

• Strong knowledge of research methodologies and their practical application.
• Experience in commissioning and delivering both quantitative and qualitative research.
• Excellent writing skills and attention to detail.
• Ability to manage projects, meet deadlines, and build effective relationships.
• Familiarity with GDPR and Data Protection Impact Assessments.
• Degree-level education (any subject).
• Ideally, an MRS Advanced Certificate or Diploma.
• Proven experience in a market or social research role.

Desirable experience includes using tools like Qualtrics, managing tracker surveys, and moderating focus groups.

Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome and celebrate diverse individuals, knowing they help us better serve our communities. We seek people who get involved, want to be part of something bigger, and make a difference because they care.

HOW WE’LL REWARD AND CARE FOR YOU

It’s not just a job you’ll get here, you’ll get a career too.

We have a range of benefits that reward and recognise great work and award‑winning training to ensure you reach your potential. And we’ll also help you play your part in looking after the environment and the community in which we live.

Here’s some of our favourites:

• Annual salary of £40,000 - £43,800
• 28 days holiday + bank holidays (and the ability to buy/sell up to 5 days per year)
• Annual bonus scheme (of up to £2,250 per annum based on company performance)
• Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
• Share‑save – the chance to buy Severn Trent Plc shares at a discounted rate
• Dedicated training and development with our ‘Academy’
• Electric vehicle scheme and retail offers
• Family friendly policies

LET’S GO

We can’t wait to hear from you! Have an updated CV ready and spare five minutes to apply. We'll let you know the outcome after the closing date, so keep an eye on your phone and emails.