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Marketing Research Manager

Employer
NEST Corporation
Location
London (Greater)
Salary
upto £41,000
Closing date
12 Nov 2019

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Job Details

This is a permanent role with a salary of up to £41,000 plus benefits.

 

Nest is an equal opportunity employer. We are disability confident committed and encourage applicants from all the nine protected characteristics. 

 

 

 

The Customer Insight team are the department’s hub for customer, market and technology insight, research and analysis. It is commissioned by the customer experience teams/other parts of the organisation to undertake the work that gives us customer insight and provides the evidence base for potential changes to the way our product or service is delivered. This team’s responsibilities include:

 

Designing and delivering a programme of research, including designing and maintaining customer segmentation

 

Management of “Your Way” member research community

 

Managing Voice of the Customer research on satisfaction with customer experience

 

Making sense of key scheme MI and what it tells us about our customer’s interactions with different elements of the scheme

 

Undertaking digital analytics to understand our customer’s online interaction with NEST

 

Undertaking thematic reviews and analysis to bring the full range of customer insight together and understand the end to end customer behaviour

 

Designing and delivering proposition effectiveness frameworks for our key customer segments

 

Conducting benefits realisation analysis for key product and service changes

 

Market and competitor analysis

 

Undertaking usability testing

 

Working in the Customer Insight team, the primary purpose of this role will be to carry out research programmes designed to monitor and evaluate the impact of our engagement strategy with Nest members. This engagement is carried out primarily by e-mail campaigns which are run by our Member Experience team. These campaigns are designed to give our useful information and / or prompt members into certain actions (and perhaps away from other actions) which will help foster better pension outcomes for Nest members.

 

The campaigns are targeted at specific groups of Nest members and have a diverse set of objectives, from encouraging people to register their account online to encouraging members to transfer funds from other pots into their Nest account. A specific campaign may include different versions of communications with different types of content (e.g. personalised information via video).

 

 

 

Overall, the prime function of this post will be to support the Member Experience team in planning, executing and deploying e-mail campaigns, and monitoring and evaluating their relative impact, through data and insights captured via Nest internal MI and market research.

 

The postholder will marshal resources within Nest to organise the various feeds of data for effective campaign monitoring, prepare and present reports evaluating campaign impact, and use learning gathered to make recommendations on how to improve the member campaign activity.  

 

Role requirements

 

Experience and technical skills

 

The employee will be able to demonstrate the following experience and technical skills:

 

  • Excellent communication skills and proven ability to engage with a wide range of teams. Ability to deliver complex analysis to high quality under tight deadlines. Strong analytical background having had working experience of both qualitative and quantitative data sets Experience in organising, monitoring and evaluating B2C e-mail campaigns Experience in the financial services, including pensions, is desirable though not necessary Statistics / quantitative analysis qualifications desirable, though not essential Proactive, consumer focused and able to champion customer insight across NEST Able to contextualise research results with business reality to build a broader perspective across a range of issues Familiarity and confidence in using Microsoft Word, Excel, PowerPoint and a range of statistical analysis packages.

 

 

Personal attributes required

 

The role will require someone with the following personal attributes:

 

  • Tenacity to overcome obstacles and barriers and a high level of self confidence Exceptional organisational and project management skills. Exceptional written, presentation and verbal communication skills Excellent analytical skills, with the ability to interpret qualitative and quantitative data from diverse sources to a high standard and “tell the story” that lies within Strong communicator who can influence at all levels Ability to develop strong relationships both internally and with external suppliers. A consultative / confident approach in making insightful business recommendations based on survey data Highly numerate and creative with strong analytical skills

 

 

Education, qualification and professional membership requirements

 

Degree, post graduate or professional qualification or equivalent experience 

 

NEST has a unique culture due to its position of operating as a not-for-profit in a predominantly private sector industry whilst being funded by government. This leads to a high level of scrutiny, reporting and collaborative decision making.

 

NEST is a relatively young organisation and many of the marketing challenges are related to transforming our business processes from that of a start up to that of a more established operation. For these reasons it is important that holders of this role are comfortable working in uncertainty and attempting to change and alter previous legacy issues.

 

NEST is part of the largest behavioural economics and social change policy to be implemented in a long time. This context provides a once-in-a-lifetime opportunity to be part of an exciting marketing challenge - positioning a digital self-serve pension scheme in an environment dominated by traditional players and some ‘me too’ brands to provide a ‘public service’ while ensuring commercial sustainability for the business in the long-term.

 

 

 

Company

 

NEST is a great Government delivery success story. Established in 2010, NEST has been a critical pillar of the Government’s automatic enrolment programme, with a public service obligation (PSO) to accept any employer wishing to use the scheme to discharge their automatic enrolment duties.

From a standing start, we have delivered a high quality, low cost pension scheme open to all which has not only delivered on its mission, but helped to drive up standards and best practice across the industry. Now with over 6 million members, NEST is playing a critical role in helping people save for their retirement - many of them low to moderate earners who may be saving for the first time, and moving jobs frequently.

NEST now occupies a place in the market as a major Master Trust, a sector that has grown following the introduction of Automatic Enrolment - and that we believe has great potential for delivering pensions to mass market consumers for many years to come, leveraging scale to offer low cost, modernised services in the context of strong Trustee governance.

Company info
Website
Telephone
0203 056 3711
Location
1st Floor
10 South Colonnade
Canary Wharf
London
London
E14 4PU
GB

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