Job description


Senior Insight Manager (2208)

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.

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 the Senior Insight Manager you will act as a research and insight specialist assisting the business in delivering extraordinary client experiences. The role holder will work under the guidance of the Head of Client Insight to deliver the Customer Insight strategy, facilitating client-led decision making that drives our strategic growth.

What You'll Be Doing
  • Design, manage and deliver thought provoking and actionable client insight, from one-off strategic projects to ongoing programmes such as tracking brand perceptions, competitor analysis, client experience, behaviour and sentiment analysis
  • Champion our NPS best practice approach and client led decision-making across the business through a variety of channels including client network, client listening, monitoring and feedback, making the client’s voice part of our day to day - influencing strategic decision making, provoking action and creating ROI
  • Develop and deliver strategic insight to stakeholders across the IM group - enabling the delivery of extraordinary client experiences via exceptional insights into the customer journey, their experiences and needs from Irwin Mitchell and ensure these translate to market leading propositions, products, services and campaigns
  • Supervise, inspire and play an active role in the development of the Customer Experience & Insight teams, maximising resources and bringing knowledge and technical expertise to support professional development
  • Identify and recommend improvements which enhance and streamline our insight programmes and reports to deliver real time, accessible, efficient insight including methods, tools, data handling and analytics
  • Help manage the relationship with our external insight and research partners, including strategic alignment, budget management and day to day support
What We're Looking For
  • Experienced insight professional with excellent track record of working in a customer led business
  • In-depth knowledge of Client and Market insight methods with prior experience of tracking customer experience, brand health and market and audience analysis including designing, managing and delivering primary research, drawing insight from a wide range of sources and developing audience segmentations.
  • Commercial acumen and proven ability to analyse data to uncover themes and insights and translate these to commercially successful recommendations
  • Experience in the use of data handling, analysis, automated insight reporting / dashboards e.g. Tableau, Power BI and research analysis tools such as SPSS, Q
  • Strong written and verbal communication skills; the ability to articulate complex analysis and insights in a simple and engaging way which drives action
  • Outstanding leadership and planning qualities; a passion for developing and organising a team with differing levels of experience and areas of focus
  • Deep degree of curiosity to understand client needs and translate these to business improvements.
  • Storytelling communication style – strong written and verbal communication skills
  • Drive and ambition to improve the experience for the customer through insight
  • CIM, MRS or equivalent qualification would be desirable
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. 

We welcome applications from all diversity groups and backgrounds. We’re committed to enabling everyone to thrive and understanding and celebrating our differences is a key part of that. We’re proud of our work on the Disability Confident scheme, on the Race At Work Charter and as Stonewall Diversity Champions. We also have a range of networks for LGBT+, disability, generations, gender, social mobility, ethnicity, faith and culture to celebrate our people and to enable everyone to thrive.


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
  • Sub-Sub-Business Area:
    Group Client Experience & Insight
  • Company:
    IM LLP
  • Working Hours:
    Full Time
  • Vacancy Type:
  • :
  • Salary:
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