Market Research Analyst

Title: Market Research Analyst

Contract Type: 12-month Fixed-Term Contract until 23 October 2026, Full-Time, 35 hours p/w

Salary: From £40,649 per annum to £49,001 per annum (London) or from £36,073 perannum to £43,954 (Manchester) per annum, dependant on experience

Grade: 8

Reporting Office: London, Stratford or Manchester, Trafford or Morden Road, CR4 4DA (office due to open later this year)

Persona: Agile Worker: 20% - 40% of contractual hours to be worked from reporting office/working location (hybrid working)

Closing Date: 24th October 2025

Interview Dates: Interviews via MS Teams 6th/7th November 2025 (and 11th/12th November 2025 if more time is needed)

*Please note "Market Research Analyst" job title is for advertising purposes only. The official job title for this vacancy is "Customer Insight Analyst"

Please click here for the role profile Customer Insight Analyst Role Profile.docx

Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non-contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more…

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Join our Customer Insight Team at L&Q:

• N/B. This is a market research role, not a data analytics role. We are specifically seeking applicants with market research experience.
• This is a fantastic role for someone keen to use resident insights to shape the way L&Q delivers services, ensuring that the resident experience is at the heart of decision making.
• We are looking for someone with experience of managing quantitative and qualitative market research projects to take responsibility for the end to end management of ongoing satisfaction tracking project/s as well as one-off ad hoc projects.
• The insights from these projects will be used to support business decisions and to help us better understand our customer base, their experiences and their needs. On a monthly basis we feed satisfaction results into corporate performance management reporting.
• A key element of the role will be deep dive analysis linking satisfaction survey data with other internal business data to provide a greater understanding of the factors impacting on the resident experience. The insights from these deep dives will then be fed into cross-functional workshop sessions.
• The Customer Insight Analyst reports into the Customer Insight Manager. The team consists of 7 people – 1 Customer Insight Manager, 5 Customer Insight Analysts and 1 Customer Insight Officer.
• One of the benefits of the role is that we are in a position where we have interactions with a wide range of departments across the business, but the teams dealt with most frequently include the Property & Investment team, the Housing Management team, the Property Services team, the Policy team, the Resident Involvement team, the Research & Strategy team, the L&Q Foundation and the Communications team.

If this sounds like you, we would love for you to apply!

Your impact in the role:

• Key responsibilities will include management of satisfaction tracking surveys such as the following e.g. satisfaction with new build properties; satisfaction with the repairs service for new build properties; satisfaction with gas servicing visits; satisfaction with the service provided by Neighbourhood Housing Leads
• Monthly performance reporting of satisfaction tracking surveys
• Presentation of findings in an accessible and engaging format, designed to help the business take action.
• Deep dive analysis projects - delivering high quality customer insight and analysis - interrogating business data, qualitative and quantitative research data to provide stakeholders with high quality customer insight to help them shape and improve their services.
• Cross-functional workshops based on deep dive insights to identify areas for service improvement
• Developing strong relationships with a portfolio of business stakeholders seeking to understand their customer insight needs and challenging them on what insight and analysis would be useful to them in developing their services further.
• Management of ad hoc research projects (qual and quant)
• Assessments of service equity
• Providing the business with an increased understanding of our residents, their experiences and their needs.
• Helping to drive service improvement action planning within the business

What you'll bring:

• N/B. This is a market research role, not a data analytics role. We are specifically seeking applicants with market research experience.
• Highly numerate and analytical with a sound grasp of market research / statistical concepts e.g. statistical significance, weighting of data, margins of error etc.
• Substantial skills in of the use of quantitative and qualitative research techniques in a business environment.
• Excellent Excel skills
• Able to evaluate projects and initiatives from the customer experience perspective.
• Project management skills – able to contribute to the design and manage the delivery of research and insight projects.
• Effective communication skills – able to actively listen to, influence and persuade operational managers and team members to listen and take action on customer insight. Can present complex data in an accessible way in reports and presentations.

If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk

About L&Q:

We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.

250,000 people call our properties ‘home’, and we’re proud to serve diverse communities across London, the South East and North West of England.

At L&Q, people are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values and behavioural framework, which outlines our core expectations and should be demonstrated at all times, and all levels, when representing L&Q.

L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace. Click here to read more.

At L&Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.

Click here to find out more about L&Q and why you should join us!

#TJ