Regional Customer Insights Manager

Regional Customer Insights Manager

As the successful Regional Customer Insights Manager, you'll play a key role in shaping how our customers experience working with Willmott Dixon. Reporting to the National Customer Insights Manager, you'll oversee projects and offices across the Midlands and the North, gathering valuable customer insights and helping project teams turn feedback into meaningful action.

You'll lead customer interviews on live projects, capturing their perspectives and translating feedback into clear, deliverable action plans. By helping our teams use customer insight effectively, you'll make a visible difference, ensuring our customers feel heard, valued, lead to repeat business for the region.

Alongside interviews, you'll also be trained and developed to facilitate engaging workshops at key stages of the project journey, from inception through to handover. These sessions are designed to strengthen collaboration, surface opportunities, and enhance the customer experience. As facilitator, you'll bring energy, empathy, and structure, helping diverse groups reach shared understanding and outcomes.

NB. With this role covering the Midlands & North regions, we can be flexible on the base location of the successful candidate Occasional travel will be required to cover Birmingham (Snowhill), Nottingham, Morley, Oldham and Gateshead.

Key Responsibilities/Deliverables:

• Support our regional offices in their growth plans to achieve high levels of customer satisfaction through detailed, impartial customer interviews.
• Build strong relationships with local project teams to maintain visibility of all live projects across your region.
• Analyse customer insights and collaborate with teams to create and implement practical action plans, escalating feedback when needed.
• Partner with each office to produce performance reports and deliver insight review sessions aligned to business goals.
• Facilitate interactive, engaging workshops for a range of internal and external stakeholders.
• Conduct interviews with our various framework providers to gather their feedback and perspectives.
• Contribute to wider business insight projects as required.

Essential Skills:

• Solid customer service experience and a natural ability to listen and empathise.
• Skilled at managing difficult or sensitive conversations with professionalism.
• Strong interpersonal skills and emotional intelligence.
• Confident using systems and analytical tools to turn insights into action.
• Excellent communication skills with the ability to engage and influence stakeholders at all levels.
• Ability to translate data into engaging and readable content.

Desirable Skills:

• Professional membership or CPD related to customer experience or customer service.
• Experience within the construction or built environment sectors.
• Experience in structuring and facilitating productive group discussions.
• The successful candidate will be trained and developed within facilitation!

About Us:

With over 170 years of rich history, Willmott Dixon's purpose is beyond profit; delivering brilliant buildings, transforming lives, strengthening communities and enhancing the environment so our world is fit for future generations. Ensuring that we add lasting value to the neighbourhoods we work in; our values, people, innovation, partnerships and focus on sustainability has allowed us to build a successful and solid privately owned business where our people can thrive.

Willmott Dixon was recognised by The Sunday Times as one of the Top 10 "Big" Companies to Work For in 2025, named among the Times Top 50 Employers for Gender Equality in 2024, and ranked in the Top Five of Europe's 1,000 best workplaces by the Financial Times in 2025.

Willmott Dixon is also the first major contractor and developer to win a King's Award for Enterprise in the category of sustainable development.