Customer Insight / User Research Consultant
Location: Largely remote with occasional travel to West Midlands
Rate: £500-£550 (inside ir35)
Duration: 6 months +
The Role
I am are looking for an experienced Customer Insight & Journey Specialist to support a major programme of work.
This is a customer-focused role sitting at the intersection of Customer Insight, User Research and Service Design. You will work with a team of Business Analysts and Service Design Leads to ensure that customer and stakeholder evidence is translated into clearly defined user needs, customer journeys and actionable recommendations.
Key Responsibilities
Gather, review and synthesise qualitative customer and stakeholder insight from conversations, meeting notes, workshops, research and other feedback channels.
Identify recurring themes, patterns, pain points, opportunities and unmet customer needs.
Translate large volumes of unstructured qualitative information into clear, evidenced and actionable customer/user needs.
Help distinguish between what customers say they want and the underlying needs or outcomes they are trying to achieve.
Work with Service Design Leads to develop and refine customer journeys, user needs and service propositions.
Support the testing and validation of user needs and customer journeys with customers and stakeholders.
Work closely with Business Analysts, Service Designers and wider programme teams to ensure customer evidence informs requirements, services and future delivery priorities.
Support the creation and maintenance of a trusted customer insight repository within CRM.
Identify gaps in existing research and insight where further customer engagement or validation may be required.
Design and facilitate workshops and insight sessions with internal and external stakeholders.
Produce clear reports, summaries, customer journey artefacts and recommendations for different audiences.
Ensure customer insight remains structured, traceable, accessible and connected back to the underlying evidence.About You
We are particularly interested in candidates with backgrounds in Customer Insight, Customer Experience, Customer Journey, User Research or Service Design.
You will ideally have:
Strong experience analysing and synthesising qualitative customer or user research.
Experience turning interviews, conversations, workshop outputs, notes and feedback into clearly defined customer/user needs.
Experience developing or contributing to customer journey mapping.
A strong understanding of how to identify themes, pain points, opportunities and underlying needs from qualitative evidence.
Experience testing and validating user needs, customer journeys, hypotheses or research findings.
The ability to translate research into clear recommendations and articulate the implications for a service, product or programme.
Strong stakeholder engagement and workshop facilitation skills.
Experience working collaboratively with Service Design, Business Analysis, Product or Research teams.
Confidence working with ambiguity and bringing structure to large volumes of complex information.
Strong written and verbal communication skills, particularly the ability to make complex research findings easy to understand.
An inquisitive and customer-focused mindset, with the confidence to challenge assumptions and ensure decisions are supported by evidence.Modis International Ltd acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers in the UK. Modis Europe Ltd provide a variety of international solutions that connect clients to the best talent in the world. For all positions based in Switzerland, Modis Europe Ltd works with its licensed Swiss partner Accurity GmbH to ensure that candidate applications are handled in accordance with Swiss law.
Both Modis International Ltd and Modis Europe Ltd are Equal Opportunities Employers.
By applying for this role your details will be submitted to Modis International Ltd and/ or Modis Europe Ltd. Our Candidate Privacy Information Statement which explains how we will use your information is available on the Modis website
