Customer Insights Researcher

Company Description

Informa Markets, a division within Informa, creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

Job Description

Informa Markets North America (NAB) is committed to an insights-driven culture where customer research shapes our services, products, and experiences. As a Customer Insights Researcher, you will play a key role in our central Marketing organization, driving customer research, market analysis, and UX research to uncover customer needs and enhance experiences across multiple industries. Reporting to the Director of Customer Insights, Innovation & Experience, you will work collaboratively with multidisciplinary teams to translate insights into actionable business strategies. You will deep dive into our North American verticals (Agriculture, Aviation, Fashion, Health & Nutrition, Infrastructure & Construction, Licensing, Manufacturing & Engineering), and collaborate with the market verticals as well as central product and technology teams to research and identify customer needs, define and test pilots to launch products and services to help bring suppliers, buyers and service providers together to do business.  

Key Responsibilities

Insight Generation & Strategy

• Design and lead research to uncover customer segments, develop personas, needs-based archetypes,, customer journeys, service blueprints, and value propositions.
• Translate insights into business recommendations in collaboration with vertical leaders, product, and technology teams for existing products as well as for identifying new experience and product offerings.
• Lead the creation of research-based deliverables, including insights reports, needs-based archetypes, eco-system maps, customer journeys, service blueprints, and user flows.
• Integrate qualitative and quantitative insights (e.g., social analytics, behavioral data, market trend reports) to form a holistic customer view.
• Drive cross-functional pilot programs to implement research findings and scale best practices across verticals.
• Collaborating with senior leaders, extrapolate pan-market insights from different research to identify enhancement and innovation opportunities across Informa Market NAB.  

Research Design and Execution

• Plan the research, define the approach, and manage all phases of the quantitative and qualitative research process, including study design, questionnaire, discussion guide development, field/recruiting, data analysis, and report generation.  
• Project manage various research projects simultaneously, of joint teams of researchers, designers, product managers, marketers, strategists, and event producers.  
• Define and conduct mixed design research, both qualitative and quantitative, from explorative to evaluative research methodologies, to extract meaningful insights and identify opportunity areas for different types of projects.
• Responsible for bringing novel research approaches to the verticals to expand their understanding of the customer’s voice.  
• Lead the design and execution of various types of research, design, and innovation workshops with internal and external stakeholders, as well as focus groups with customers.  

Customer Insights & Design Thinking Leadership

• Act as a subject matter expert, guiding and coaching vertical teams on fast-paced exploratory and evaluative customer and UX research best practices, research methodologies and insights analysis.
• Continuous learning and advancement in various research types, including recruiting and trending surveys, comp set analysis, ethnographic studies, reports and article collection/summarization, task analysis, contextual inquiries, and identification of customer behavioral patterns. 
• Continuously assess and integrate third-party research tools to optimize research processes.

Collaboration & Cross-Functional Partnerships

• Partner with Product Data Analysts and Product Managers to define the design concepts and how results will be measured. 
• Work with a collaborative and impact-oriented team of Researchers, UX Designers, CX Managers, Product Managers, and business partners in our industry families. 
• Contribute to building an innovation and design culture not only internally for our central research and design practice but also with our business stakeholders. 

Qualifications

Qualifications 

• Minimum 3 years of experience in market research, design research, service design, or human-centered innovation.
• Strong project management skills and ability to oversee multiple research initiatives.
• Proven ability to scope, plan, and execute user and market research projects.
• Strong qualification in both qualitative and quantitative customer research methodologies. Detail-oriented; able to thoroughly proof questionnaires, survey programming logic, data tables, and reports.
• Experience in participatory research, workshop facilitation, and design thinking.
• Ability to translate research insights into actionable recommendations and business strategies.
• Excellent communication, writing, and visual storytelling skills (e.g., needs-archetypes, infographics, customer journey maps, storyboards).
• Proficiency in MS Office (Excel, Word, PowerPoint) and research/design tools (Miro, InVision, SurveyMonkey).
• Experience with graphic design and prototyping tools (Adobe Creative Suite, Figma, InVision) is a plus.

Additional Information

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 at Life@Informa

Our benefits include:

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive, and we support a range of working patterns
• 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: 15 days PTO rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits, including a 401k match, health, vision and dental insurance, parental leave and an ESPP offering company shares at a minimum 15% discount Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app and more
• Recognition for great work, with global awards and kudos programs
• As an international company, the chance to collaborate with teams around the world

The salary range for this role is $70K-$85K, depending on experience

This posting will automatically expire on 4/30/2025

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.

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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