Customer Research Lead

Informa Festivals marks an exciting new chapter in B2B events, bringing some of the world's most influential creative, technology and business festivals together. We’re combining prestigious events like Cannes Lions, Black Hat, Money20/20, GDC, and London Tech Week with cutting-edge marketing intelligence platforms and advisory services to deliver unmissable experiences and insights.

Our festival-led approach reimagines traditional B2B events, creating powerful, immersive experiences that drive innovation and industry advancement. Building on decades of expertise and powered by Informa's international reach, we're shaping the next generation of business festivals.

We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100 who are #3 in Glassdoor's Best Places to Work 2025 UK list.

Job Description

This role is based in our 5 Howick Place office.

Customer Insights & Market Research Specialist
Drive actionable insights to shape strategy and maximize impact.

Are you passionate about understanding customers and uncovering insights that drive business success? We’re looking for a skilled and innovative  Customer Insights & Market Research Specialist  to lead proprietary research initiatives that inform our product development, marketing strategies, and content creation. Your work will directly contribute to maximizing sales and ROI across our diverse portfolio of brands.

What You’ll Do

In this role, you’ll take ownership of customer and market research, delivering detailed analysis and actionable recommendations. Key responsibilities include:

• Lead Research Initiatives : Manage end-to-end customer research projects for multiple brands, ensuring insights align with business goals.
• Design & Execute Research : Conduct both qualitative and quantitative research, including customer interviews and surveys, to uncover valuable insights.
• Project Management : Oversee all aspects of research projects—from understanding business needs and designing methodologies to developing discussion guides, programming surveys in Qualtrics, and managing data collection.
• Analyze & Present Insights : Synthesize findings into clear, impactful reports and recommendations. Present insights to stakeholders and cross-functional teams, ensuring they are actionable and drive measurable results.
• Innovate & Improve : Apply research best practices and introduce new methods to enhance response rates, engagement, and the overall quality of insights.
• Collaborate Across Teams : Work closely with Strategy, Marketing, Sales, Product, and Client Service teams to ensure insights are implemented effectively.
• Champion the Customer Voice : Act as the objective voice of the customer, ensuring their needs and perspectives are at the heart of decision-making.

Qualifications

We’re looking for a dynamic and skilled professional with the following

qualifications

and expertise:

• Education : A Bachelor’s degree in a relevant field.
• Experience : At least 1 year of experience in customer, market, data, research, or insights roles, with hands-on expertise in both qualitative and quantitative methodologies.
• Research & Analytical Skills : A proven track record of designing, executing, and analyzing research projects, with the ability to translate insights into actionable recommendations that drive business outcomes.
• Communication & Presentation : Exceptional written, verbal, and presentation skills, with the ability to convey complex insights in a clear and compelling way.
• Stakeholder Management : Strong interpersonal skills and experience collaborating with senior management and external partners.
• Data Visualization & Technical Proficiency : Proficiency in Microsoft Office and the ability to present data in a visually engaging and impactful manner to business teams.
• Project Management : A talent for prioritizing and managing multiple projects in a fast-paced, deadline-driven environment.
• Vendor Management : Experience working with or managing third-party service providers.
• Industry Knowledge : Experience or a keen interest in events or B2B research is a plus.
• Tools & Platforms : Familiarity with Qualtrics XM is highly preferred.

Additional Information

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say LifeAt.Informa.com

Our benefits include:

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
• Time out: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• A flexible range of personal benefits to choose from, plus company funded private medical cover
• A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares
• Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more
• Recognition for great work, with global awards and kudos programmes
• As an international company, the chance to collaborate with teams around the world

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant

qualifications

and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

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