Customer Insights Manager
Are you passionate about putting customers at the heart of everything?
We are looking for a Customer Insights Manager to lead the development of a deep, organisation-wide understanding of our supporters and audiences. You will drive market research, analyse customer data, and translate insights into actionable strategies that shape our communications, customer journeys, and engagement. Your leadership will be key in embedding a customer-centric culture across Dogs Trust and helping us deliver meaningful experiences that support our mission.
What does this role do?
As a Customer Insights Manager, you will:
- Develop and maintain an organisational view of Dogs Trust’s customer base to guide external communications planning across messages, channels, and touchpoints.
- Create and manage a customer segmentation framework, working with data, operations, and fundraising teams to ensure a holistic view of our audiences.
- Design and deliver customer research projects using surveys, focus groups, and data analysis to generate insights that shape communications and customer journeys.
- Produce clear reports and presentations, using internal data sources like Salesforce, web analytics, and social media to provide actionable insights.
- Lead and develop the Customer Insights team, manage external research partners, and stay informed on new trends and technologies in customer insight.
Could this be you?
With proven experience of leading a team that drives market research ideas and marketing communications you will be an expert in marketing research (Qualitative and Quantitative), data analysis, and customer insights. Experienced in managing market research agencies to deliver projects, you will be an excellent communicator with expertise in data visualization tools. Experience using statistical software packages (e.g. R, SPSS, Tableau, Excel) and/or digital analytics tools (e.g. GA4) to deliver insights is desirable.
What do we do?
The Customer Insights and Journeys team is responsible for developing a deep understanding of Dogs Trust's customers through market research and data analysis to enable us to develop our customer base in the round, and to inform the development and implementation of effective marketing communications campaigns, that drive customer engagement through relevant customer journeys that meet the needs of our target audiences.
About Dogs Trust
We love dogs. That’s why we do whatever we can to make sure every four-legged friend gets the love they deserve. We’ll never put a healthy dog down, so our work is focused on helping dogs in need, supporting owners every step of the walk, and creating a better world for dogs in the future. It’s what we’ve been doing since 1891 and how we’ve grown to become the UK’s leading dog charity, helping 12,000 loyal friends find their forever homes every year.
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To apply for this position please click the APPLY NOW button. Our application process requires you submit a personal statement explaining your interest and suitability for the role.
Dogs are incredibly diverse, much like the humans that love them! At Dogs Trust we value diversity, and we're committed to fostering an inclusive culture. We actively encourage applications from people of all backgrounds, abilities, and cultures and believe that a diverse workforce helps us to achieve our mission. Our colleague networks give our people a voice, acting as vehicles for real and meaningful change within Dogs Trust. We truly want to see every candidate shine throughout the entire job application process, interview stages, and during their time with us. If there's anything on your mind or any adjustments you may need, don't hesitate to reach out to us. Feel free to send us an email at
jobs@dogstrust.org.uk. We're here to support you every step of the way.