Job description


Client Insight Executive (2169)

We’re a national law firm with a local reach. Our philosophy is ‘Expert Hand, Human Touch’ – something you’ll find in the way we work with our clients and how we support our teams. But, we’re more than just a law firm – we’re a team, working together to help individuals and businesses navigate life’s ups and downs.


Our Team

Whichever team you join, working here you’ll feel a part of our friendly and inclusive environment. We’ll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things, and make a real difference to our clients and communities.

The work we do has been recognised in the awards we’ve won. We’re committed to being even better, and our awards help to show we’re on the right track.

We recognise that the office 9-5 isn’t for everyone. That’s why we’ve introduced ‘Flexible by Choice’. Whether it’s working from home, in our offices, or a combination of the both, we trust each other to support our clients, colleagues and communities at the right time, in the right way.

Your Role

As a Client Insight Executive, you’ll help deliver our client insight strategy across the business. You’ll ensure that there is a consistent approach for the collation, analysis and reporting of Client Insight and share best practice across the business. You’ll work closely with your team and stakeholders, and turn client insight data into actionable insights and strategies, with a focus on improving our client’s experience and understanding of our audiences.

What You'll Be Doing
  • Design and manage a wide range of research and insight studies, from one-off strategic projects to ongoing programmes
  • Support the collation, development and delivery of insight & KPIs to stakeholders across the IM group through a variety of reports and channels, helping make the client’s voice part of our day to day
  • Champion and support the delivery of our client feedback and listening programmes
  • Help deepen understanding of our data including dashboards and analysis into audiences and segmentations, applying consistent processes to the collation, analysis and reporting of data, trends and spotting of anomalies, opportunities or areas for investigation.
  • Taking responsibility for the maintenance and reporting from our Client Insight data analysis tools, via the firms visualisation programme and sentiment analysis tools.
  • Become our team expert at market research survey software, management and data presentation
  • Recommend improvements to enhance and streamline our insight programmes including better methods, tools, data handling and analytics
  • Stay up-to-date with the latest industry trends, developments and best-practices. Be willing to share best practice with the team and use this knowledge to deepen our audience understanding.
What We're Looking For
  • A strong background in client care, and demonstrative passion for improving client experience.
  • A passion for developing and organising thought provoking research and analysis and inspiring new ideas.
  • Experience of a full range of the qualitative and quantitative research approaches, their benefits and how to draw out insights including client experience and NPS (net promoter score)
  • Experience of drawing insight from a wide range of sources and applying structured analysis techniques to make sense of it all
  • Strong written and verbal communication skills; the ability to articulate complex analysis and insights in a simple and engaging way which drives action across multiple stakeholders and audiences.
  • Outstanding organisational and planning qualities
  • Strong team ethos; always keen to help and make a positive contribution to team deliverables, support and culture
  • Able to thrive in high pressure environments
  • Drive and tenacity; enjoys a challenge, proven ability to adapt and remove obstacles to achieve results, determination and optimism

Although not essential, we’d love to hear from people with specific skills and/or experience that can help us improve our client insight; from using analysis tools such as Tableau and Power BI, online feedback platforms such as Trustpilot and Google Reviews to managing survey software or analysis packages like SPSS and Q.

If this sounds like you, we’d love to receive your application.

What we can offer you
  • 25 days annual leave, with the opportunity to buy additional leave
  • Two fundraising days in a year to give back to the community (fully paid!)
  • Westfield Health membership, offering discounted leisure and travel and refunds on medical services

We also offer a huge number of well-being initiatives to encourage positive mental health both in and out of the workplace as well as flexible working options to ensure that you are fully supported to work the way that best suits you. Our social responsibility programme is fundamental to who we are. We’re committed to being a diverse and inclusive workplace where our colleagues can flourish. We have a range of groups to celebrate our people across sexuality, disability, age, gender and culture. 

Additional Information

As part of the Irwin Mitchell Group’s on-boarding process all successful applicants are required to complete the group’s employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, existing employees, clients, partners and other stakeholders.

Depending on the role you apply for we may carry out checks that will establish your eligibility to work in the UK, and criminal record check and financial checks ­with a credit reference agency will also be undertaken.

The employment screening process will fully comply with Data Protection and other applicable laws.

Irwin Mitchell LLP is an equal opportunity employer.


We're proud of our values, and we're looking for people who share them

  • Business Area:
    Commercial Growth Team
  • Team:
    Marketing & Propositions
  • Working Hours:
    Full Time
  • Vacancy Type:
  • :
  • Salary:
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