Senior Manager, Customer Insights

About the role

Omaze is reinventing fundraising by giving people the chance to win once-in-a-lifetime prizes while raising millions for charities around the world. Since launching in the UK in 2020, we've become one of the fastest-growing companies in the country, raising over £150 million for charity and creating more than 40 new millionaires. More recently, we've successfully expanded into Germany, marking the next chapter in our international growth journey. As we continue to scale, we're building a world-class team that will help us better understand our customers, make smarter decisions and maximise our impact across every market. If you're excited by the opportunity to help shape the future of a fast growing international business with a powerful purpose, we'd love to hear from you. We are looking for an experienced, commercially minded Senior Customer Insights Manager to lead strategic research programmes that influence decisions across Marketing, Growth, Product and Strategy. As part of our Data, Analytics & Insights team, you will work closely with analysts and cross-functional partners to bring together customer research, behavioural insights and commercial data. You will turn this evidence into clear, compelling narratives that help teams make better, more customer-centred decisions. You will design and deliver high-impact qualitative and quantitative research across multiple markets. Your work will help us deepen our understanding of our customers, strengthen our brand, optimise our marketing, improve our products and identify new opportunities for growth. This is a highly strategic role for someone who enjoys solving complex commercial problems, challenging assumptions with evidence and turning insight into action.

Key facts

What you'll do

Lead end-to-end qualitative and quantitative research initiatives across multiple international markets to drive strategic decision-making. Design and deliver research that directly informs commercial strategy, customer experience, product development and marketing effectiveness at every stage of the customer journey. Own strategic research programmes including customer segmentation, proposition development, concept testing, pricing research, brand tracking, creative development and campaign evaluation to ensure consistent insight delivery. Select and apply the most appropriate quantitative techniques such as conjoint analysis, MaxDiff, segmentation, concept testing and advanced survey methodologies to address complex commercial questions. Act as a trusted insights partner to Marketing, Growth, Product, Strategy and senior leadership by embedding customer evidence into high-stakes discussions and decisions. Collaborate closely with analysts across the Data, Analytics & Insights function to combine survey findings with behavioural and commercial data, creating a unified understanding of performance and opportunity. Translate complex evidence into engaging, easy-to-understand presentations and recommendations that inspire action and support fast-moving decision-making. Ensure the customer's voice is represented in strategic conversations, balancing commercial objectives with genuine customer understanding and long-term value. Lead our brand-tracking programme and related measurement initiatives, ensuring brand health and marketing performance are clearly understood, continuously optimised and acted upon. Build strong, productive relationships with external research agencies and suppliers, writing clear briefs and managing projects to deliver high-quality outputs on time and with maximum commercial value. Champion the integration of Voice of Customer feedback with behavioural analytics and commercial performance to identify patterns, prioritise opportunities and shape the roadmap. Synthesise multiple sources of customer evidence into a single, coherent view that helps the business understand why people engage, convert and retain across our markets. Present findings confidently to senior stakeholders, influencing strategic decisions across the business and securing alignment on research-backed initiatives. Guide the broader Data, Analytics & Insights function in connecting ongoing customer feedback to broader business metrics, ensuring insight drives measurable outcomes.

Requirements

You have a proven track record of designing, delivering and scaling customer research programmes that materially influence business decisions and outcomes. You hold a degree-level qualification or equivalent professional experience in a relevant discipline such as research, marketing, data or behavioural science. You possess advanced expertise in qualitative and quantitative research methods, with a strong understanding of when and how to apply techniques such as conjoint analysis, MaxDiff, segmentation and brand tracking. You have experience partnering with cross-functional stakeholders to turn research into actionable strategies that support growth, product and marketing decisions. You demonstrate strong commercial acumen, with the ability to translate data and evidence into compelling narratives that resonate with senior leaders. You are comfortable managing multiple projects and stakeholders in a fast-paced, growth-focused environment, consistently prioritising work to meet ambitious deadlines. You communicate clearly and persuasively, both in writing and verbally, with a track record of presenting complex insights to non-technical audiences. You are proficient in tools and platforms commonly used in customer insight and data analysis, including survey design, data visualisation and presentation tools. You have experience working with analysts or data partners to integrate survey data with behavioural and commercial datasets to drive deeper understanding. You are meticulous about research design and quality, ensuring methodologies are robust, assumptions are challenged and findings are reliable and reproducible. You are passionate about evidence-based decision-making and building a culture where insight actively shapes strategy across the business.

Nice to have

Experience working with econometrics or marketing mix modelling partners to connect customer insight to broader performance measurement. Familiarity with Omaze's customer journey, digital platforms and fundraising environment, including regulatory considerations in the UK and Germany.

Practical notes

This role is based in London, United Kingdom and operates under an office policy of 3 days a week in office. The position is a full-time employment opportunity. No specific working hours, visa sponsorship details, travel requirements or application deadlines are specified in the source material.