BMG Research
Insight Director - Customer & Citizen Experience
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The Vacancy
Insight Director - Customer & Citizen Experience
This role is ‘Associate Director’ level and would suit an Associate Director looking for a change, or ambitious Research Manager ready to take the next step.
Location: London, Birmingham, Manchester, Bristol and Glasgow.
Help shape better services for millions of citizens and customers.
At BMG Research, we help organisations understand the people they serve. As an independent research and insight consultancy, we work with some of the UK's leading public service organisations, local authorities, housing associations and regulated utilities to deliver research that drives real-world improvements.
We are looking for an ambitious Insight Director to join our growing Customer & Citizen Experience Practice.
This is an exciting opportunity to lead high-profile research and consultancy projects that help organisations improve the experiences of customers, residents and citizens. The role will focus particularly on clients including:
- Water and wastewater companies
- Housing associations and social housing providers
- Local authorities and combined authorities
- Regulators and consumer bodies
- Central government departments and agencies
- Other public services that interact directly with the public
You will combine hands-on insight leadership with business development, helping to grow and develop one of BMG's most important practice areas.
The Role
As an Insight Director, you will lead the design, delivery and quality assurance of complex research programmes, ensuring clients receive impactful insight that helps improve services and outcomes.
You'll work closely with senior client stakeholders to understand their challenges, design robust research approaches and translate findings into clear, actionable recommendations.
Alongside client delivery, you will play a key role in developing existing client relationships, winning new work and helping shape the future direction of BMG's Customer & Citizen Experience offer.
What You'll Be Doing
Research & Insight Leadership
- Leading the design and delivery of quantitative, qualitative and mixed-method research programmes
- Advising clients on research methodologies and insight approaches
- Overseeing questionnaire design, discussion guides, stakeholder engagement and fieldwork
- Ensuring quality assurance and compliance throughout the research process
- Turning evidence into compelling stories, insight and recommendations
- Presenting findings to senior client stakeholders and facilitating workshops
Client Relationship Management
- Building trusted adviser relationships with key clients
- Supporting organisations to improve customer, resident and citizen experiences
- Identifying opportunities to expand existing accounts
- Working collaboratively across BMG teams to ensure excellent service delivery
Business Development
- Leading the development of winning proposals and tenders – Target £275,000 per year.
- Supporting pitches and business development activities
- Identifying opportunities within public services, housing, utilities and customer experience research
- Contributing to the continued growth of the practice
Leadership & Coaching
- Providing support, mentoring and coaching to colleagues
- Sharing expertise and helping develop capability across the team
- Contributing to innovation and continuous improvement across the business
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About You
We're looking for someone who combines excellent research expertise with strong commercial awareness and a genuine passion for improving public services.
You are likely to have:
- Significant experience in market research, social research, customer insight or public sector research
- A strong understanding of quantitative and qualitative methodologies
- Experience delivering customer experience, resident satisfaction, citizen engagement or service improvement research
- The ability to translate complex findings into clear, actionable insight
- Excellent report writing and presentation skills
- Experience managing senior client relationships
- A track record of successful proposal development and business growth
- Strong project leadership and quality assurance skills
Experience working with water companies, housing associations, local government, central government or other public service organisations would be particularly valuable.
What we offer:
- Salary of £45,000 - £55,000
- Private Medical Cover
- Life Assurance
- Pension
- Annual holiday – with option to flex allowance
- Free fruit
- Monthly Social Events
- Hybrid working model (60% office)
- Offices in Birmingham, London, Bristol, Manchester and Glasgow
- A supportive and collaborative culture
- Opportunities to develop your expertise and leadership skills
- The chance to work on meaningful projects that deliver social impact
Apply today or for further information please do get in touch.
RSK is an inclusive employer.
Why Join BMG Research?
At BMG Research, you'll work on research that makes a tangible difference to people's lives. Our projects help organisations understand customer needs, improve public services and make evidence-based decisions.
About Us
BMG Research is an award-winning social research and analytics agency operating primarily in the UK. We partner with clients to inform decision-making, shape policy and guide investment, thereby leading to better public services, positive customer experiences and a fair and equitable society.
By working with clients to understand the challenges they face, we can identify priorities for action and evaluate the impact of change. We combine our in-depth topic knowledge and methodological expertise with sophisticated analytics and impactful insight to create bespoke solutions tailored to a client’s need. Clients include large government departments, such as Defra, the Department for Business and Trade, the Department for Energy Security and Net Zero, HMRC, the Home Office and the Department for Education. We also work with government agencies and regulators, local authorities, charities, utility companies and housing associations. Our projects range from small to large, from exploratory research to evaluation and from qualitative to quantitative, including using official statistics. Topics vary and include crime and justice, the media and online harms, health policy, tourism and leisure, customer experience, industrial and trade policy.
Working for BMG Research
Joining BMG Research brings you into a 60-person team based across Birmingham, London and Glasgow, focused on delivering effective social research and insight. We are committed to flexible working practices with a culture of individual and collective success in a fair and supportive working environment. We operate a hybrid working model with the expectation that staff will be in the office at least 60% of the time. We ensure everyone has a learning and development path and a review and appraisal system to support their careers. We offer fantastic development opportunities to everyone through face-to-face, online and on-demand training and structured development that covers all aspects of technical research skills, management and leadership, communication, health and wellbeing and commercial behaviours. You can also undertake different roles in organisations through secondments in other RSK businesses. Our wider group relationships also provide access to a vast range of employee groups focused on issues such as sustainability, EDI and wellbeing, as well as social activities.
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RSK Group
BMG Research is part of the RSK Group, a leading integrated environmental, engineering, and technical services business providing dynamic, multidisciplinary services to a wide range of sectors. RSK was founded in 1989 and has grown considerably since then.
At RSK, we operate as a group of businesses that work together seamlessly, aiming for growth through diversification. Our strategy helps us build a strong and resilient business, capable of weathering external challenges, while also providing greater value to our clients and more opportunities for our employees.
Since the beginning, our philosophy has remained the same: employ, develop and reward talented individuals. People are crucial to our company, and we recognise that our success hinges on our colleagues' growth. We're committed to preserving RSK's people-first culture, promoting innovation, and fostering a supportive and caring environment for collaboration. At RSK, we want you to be part of our successes and help you reach your career aspirations. We take pride in offering employees fulfilling and challenging careers by promoting ongoing growth and empowering individuals to excel.
We are committed to fostering an inclusive workplace that welcomes individuals from all backgrounds, experiences, and perspectives. We firmly believe that embracing and celebrating the diversity in our workforce makes us a stronger and more innovative company.
By providing workplace adjustments, we make it easier for people to confidently explore and pursue our career opportunities and recognise that flexibility is key to fostering a dynamic and thriving workplace. Many of our office-based positions benefit from a flexible working arrangement, allowing our team members to achieve a balance between professional and personal commitments.
We actively encourage applications from candidates of all genders, races, ethnicities, ages, neurotypes, religions or beliefs, sexual orientations, and those with disabilities.
If you're passionate about making a difference, join us as we work together to build a brighter, more equitable, and sustainable future for all. Do you have what it takes?
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