I am working exclusively with a leading technology organisation at a pivotal stage of growth and transformation as they look to appoint a Market & Customer Insights Lead— a critical, high‑impact hire for the business.
This role sits at the intersection of customer intelligence, market positioning and competitive strategy and will play a key part in shaping how the organisation understands its customers, makes informed decisions and identifies future growth opportunities.
The successful candidate will take ownership of the customer insights agenda, including the evolution of a robust Win/Loss programme, ensuring senior leaders have a clear, evidence‑based understanding of why the business wins, why it loses and where future investment should be focused.
It’s a highly visible position with significant exposure, partnering closely with Product, Marketing, Commercial and Strategy teams and regularly engaging senior and executive stakeholders. They are looking for someone who is commercially astute, intellectually curious and comfortable operating in a fast‑moving, change‑driven environment.
What You’ll Be Doing
Customer Insights Leadership
- Own and continuously develop the end-to-end customer insights strategy, ensuring outputs are commercially relevant and action-oriented.
- Design, manage and scale a structured Win/Loss interview programme — from methodology and cadence through to interviews and insight synthesis.
- Combine qualitative and quantitative insights into compelling narratives and recommendations that influence strategy and execution.
- Champion the voice of the customer across the organisation, embedding insights into planning cycles, reviews and decision-making forums.
Market & Competitive Intelligence
- Lead ongoing monitoring of market trends, customer behaviour shifts and competitor positioning.
- Produce high-impact market intelligence reports and executive briefings to inform product strategy, go-to-market planning and positioning.
- Identify white-space opportunities and emerging threats, supporting leadership with clear, evidence-backed recommendations.
Research Tools & Partners
- Manage relationships with external research agencies and data partners, ensuring quality, relevance and value for money.
- Develop insight-sharing mechanisms (e.g. Research hubs, dashboards, AI-enabled tools) to improve insight accessibility and organisational literacy.
Stakeholder Engagement
- Act as a trusted thought partner to Product Marketing, Commercial, Marketing and Emerging Business teams.
- Proactively surface insights before they are requested, anticipating strategic needs.
- Present findings to senior and executive audiences with clarity, confidence and commercial context.
What We’re Looking For
Essential Experience
- Proven experience in a market insights, customer insights or research role, ideally within a B2B or technology-led environment.
- Demonstrable success designing and running Win/Loss or Voice of Customer programmes, including executive-level interviews.
- Strong grounding in both qualitative and quantitative research methodologies.
- Experience translating complex data into clear, decision-ready stories.
- Familiarity with insight platforms, research tools and CRM data sources.
Skills & Attributes
- Strong listening and interviewing skills, able to establish trust and elicit honest, nuanced feedback.
- Strong written and verbal communication, with the ability to simplify complexity.
- Confident presenter with the gravitas to influence senior leaders and executive stakeholders.
- Commercially minded, with a clear ability to link insights to growth, revenue and strategic outcomes.
- Highly collaborative and comfortable challenging assumptions using evidence.
- Organised, delivery-focused and comfortable managing multiple priorities in a fast-paced environment.
- Naturally curious, with a genuine passion for understanding customers and markets.
The Package
- Competitive salary up to £65,000
- 10% annual bonus, linked to individual and company performance
- Employer-matched pension
- 25 days holiday, plus bank holidays
- Life assurance cover