HeliosX - Senior Customer Insights Manager

• Find, shape and validate what we build next • Lead upstream discovery research (workshops, ethnography, opportunity mapping) to uncover unmet customer needs and opportunities across physical products, physical experiences and services, feeding the annual product and service roadmap • Proactively run horizon scanning and foresight to spot emerging trends in products and customer experiences that could feed our innovation pipeline, and bring opportunities that are not yet on the radar to the business • Design and run concept testing and willingness-to-pay / price and value testing, using the full range of advanced quantitative and qualitative methods • Generate the insights that shape product positioning, marketing decisions and campaigns, working with our category and product marketing experts to make sure our launches reach the right customers with the right message • Drive confident, commercially grounded decisions • Link consumer feedback, experiences, needs and context with commercial data and analytics, and bring the story to life, so senior stakeholders can make confident trade-off decisions on what to launch, improve or stop: a physical product, a new type of service, or an improvement to an existing service • Act as a true partner to our senior Physical Product and Customer Value leaders (i.e, our commercial team), from the earliest idea through to the most successful launches • Bring a portfolio perspective, helping leaders weigh individual products and services against each other and against the wider portfolio rather than in isolation • Communicate, engage and influence senior stakeholders and teams across the business, then activate and track impact: follow up on how insights shaped decisions and report on outcomes, not just deliver and file • Close the loop and build the capability • Analyse post-launch performance, customer profile and commercial, and feed the learnings into the next roadmap cycle • Work with Business Analytics and UXR to triangulate primary research with behavioural, commercial and usability data, rather than researching in isolation • Manage vendors, panels and fieldwork for own studies (recruit, brief, quality-control) • Lead on the experimentation with and implementation of best practices and cutting-edge methods for innovation and proposition insight generation