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Job ID Location Work Location
20028L Maidenhead Maidenhead Office (Star House)
Job Type Contract Type Hours Per Week
Professional Full-time 37.5
Shift Pattern Closing Date
Standard working week 31/01/2021

At Three we take our brand perception and customer experience seriously. This role is pivotal in delivering insights to support or how we can make the Three brand loved and deliver brilliant customer experience.

At Three we take our brand perception and customer experience seriously. This role is pivotal in delivering insights to support or how we can make the Three brand loved and deliver brilliant customer experience. 


Reporting into the Head In-Life Insights, you will be responsible for leading our continuous research and insights programmes for Three and Smarty brands and Mobile and Broadband products.


You will work in partnership with the Three and Smarty Marketing Teams and agencies for our Brand Marketing KPI Tracking and insights. You will work in partnership with our Customer, Service and Network Teams, especially our CX Team on all CX Tracking and insights. 


The role requires lots of cross-functional working with wide range of stakeholders (both internal & external), external research agency management, fabulous storytelling of insights through data, and a passion for brands and CX.

• Support business decision making and reduce risk by using market research to deliver impactful category / consumer insights to drive great business decision-making.

• Lead our CX Insights programme from survey design and execution through to driving insights and actions across the business; this includes our Brand NPS Benchmarking study, in-house Leavers/Joiners/In-Life CX Insights studies across our portfolio of products and brands e.g. Broadband, B2B, Smarty.
• Lead Marketing KPI performance tracking through our continuous brand tracking study. This measures brand performance for Three and Smarty on metrics such as awareness, consideration and image, delivering insightful tracking reports with great storytelling back to Marketing and Agency partners on the effectiveness of our brand.
• Support the sponsorship team through the delivery of tracking performance our sponsorships e.g. Chelsea FC against key marketing KPIs, with actionable insights.
• Help put the customer at the heart of what we do – we are not just an Insights team, we are passionate about using the voice of the customer to make a difference across all our business decision making from Product and proposition development through to leading CX workshops with your CX Team.


Extensive experience in leading quantitative Brand and CX tracking programmes from management through to delivery using great storytelling to drive actions across the business.


• Must be Customer obsessed and have a passion for CX.
• Seasoned in leading Brand Tracking studies and working in partnership with Brand Marketing, Advertising and Media Agencies.
• Ability to manage multiple, tracking studies, across multiple stakeholders and hold wider teams accountable for being customer driven.
• Strong knowledge of quantitative research techniques from survey design, sampling, questionnaire design, data analysis techniques and survey execution – we run surveys in-house as well as through research agency partners, so you have to know your technical onions.
• Good with data analysis software tools – you will have to be happy with playing around with data yourself to uncover those deep insights - we build our own stories at Three, not the research agency.
• Amazing oral and written communication skills, planning and organizational abilities – we are looking for great storytellers of insights through data, not fatigue by PowerPoint.
• Leadership of insights and people – we work across all commercial teams supporting their insights needs, and championing customer experience, but don’t worry you do have the support of an Insights Specialist in your team, reporting directly into you.
• You will be responsible for leading, coaching and support of our Brand and CX Insights Specialist, supporting them achieving their goals and responsibilities.


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Three are a proud signatory of the Tech Talent Charter (TTC), working across industries to drive greater inclusion and diversity in technology roles.

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