Customer Research and Insight Manager

We are recruiting for a full time Customer Research and Insight Manager on a permanent basis

Your passion has never had a greater purpose

Here at SEPA, we’re connected by a passion that drives us to be purposeful in every action we take - to protect our environment. Through our expertise, we lead projects that make a difference for Scotland, and our workplaces are grounded in respect for that expertise.

That’s why, when you join us as Customer Research and Insight Manager, you’ll discover enriching benefits, meaningful support, and opportunities to learn every day. That’s what it means to be Passionately Purposeful - for our environment, and for your career.

Work that goes beyond your desk. Experts at what we do, we work in a professional way towards our shared goals, knowing the work we do makes a genuine, lasting difference on the environment.

The Customer Research and Insight Manager leads SEPA’s approach to understanding the needs, expectations and experiences of our customers and stakeholders. The role ensures that high-quality research, data, and insights are used to shape organisational priorities, inform the design and delivery of regulatory and support services, and support continuous improvement in customer experience.

This role provides leadership in customer insight across SEPA, enhances internal expertise, and fosters a culture where evidence and user experience drive priority setting and decisions.

• Lead and develop Customer Insight, fostering a supportive, collaborative culture that enables staff to thrive and deliver high-quality outcomes.
• Develop SEPA’s customer insight approach, ensuring alignment with corporate priorities and regulatory and service delivery needs.
• Design, commission and oversee customer and stakeholder research, including surveys, interviews, journey mapping, segmentation and behavioural insight activities.
• Analyse and synthesise findings into insight products that are clear, meaningful and actionable, enabling senior leaders and services to make evidence-led decisions.
• Provide expert professional advice across SEPA on customer needs and behaviours, service experience and methods for capturing insight.
• Establish and maintain robust reporting systems, including customer satisfaction and service experience metrics.
• Work collaboratively across SEPA, ensuring customer voice and experience are incorporated into service design, policy development and regulatory improvement.
• Represent SEPA externally, building partnerships and sharing insight approaches with key stakeholder groups.
• Uphold SEPA’s values, supporting staff wellbeing and behaviours that foster a positive organisational culture.

This is a highly important role within our Governance, Performance & Engagement portfolio, which means you’ll need:

• Relevant experience or qualification equivalent to SCQF Level 10 (e.g. relevant Degree)
• Experience in service or user experience improvement, applying insight to shape policies, systems or processes
• Demonstratable experience of strong leadership and people management skills in order to support, coach, and develop staff
• Influencing and communication skills to work confidently with senior leaders, staff and external partners
• Strong knowledge and understanding of qualitative and quantitative research methods, interpretation and reporting

Please open the link to the Customer Research and Insight Manager which outlines the core responsibilities and expectations of the role within a defined activity family. Please note the role profile name may be different to the job title being advertised.

We’re cultivating a workplace that supports not only your passion and your professional lives, but your personal life. So, you’ll find benefits that make a difference at work and h as:

• Hybrid and Flexible working opportunities
• Up to 35 days annual leave and 7 additional public holidays each year (pro rata)
• Paid time off to support your Wellbeing and enable you to Volunteer in your community
• Local Government Pension Scheme (LGPS)
• Progressive Family Friendly policies
• Training & development to enable colleagues to…