Voice of the Consumer Insights Lead

Overview

Job Role: Voice of the Consumer Insights Lead

Salary: £50,000 - £55,000 + 10% performance bonus

Working Location: Milton Keynes, Hybrid working, 2 days in office

Employment Type: Full Time, Permanent

Closing date: 8th November 2026

Job summary:

Are you passionate about understanding customer experiences and turning insight into meaningful change? As our Voice of the Consumer Insights Lead, you’ll lead the development of NHBC’s Voice of the Consumer framework, using feedback, surveys and customer insight to identify trends, highlight opportunities and recommend improvements. Working with teams across NHBC, you’ll help ensure consumer voices are heard, inform better decision-making and support our ambition to deliver positive consumer experiences and outcomes.

What you’ll be doing:

• Lead and continuously improve NHBC’s Voice of the Consumer framework, ensuring feedback is captured consistently across key consumer journeys.
• Design and manage Voice of the Consumer surveys and feedback programmes, enabling NHBC to understand consumer sentiment, measure customer experience, and identify opportunities to improve consumer outcomes.
• Analyse data to uncover recurring themes, root causes, risks and opportunities for improvement.
• Produce clear reports, dashboards and presentations, turning complex findings into actionable recommendations for senior stakeholders.
• Work collaboratively with teams across NHBC to shape improvement actions, track progress and measure their impact on consumer experiences and outcomes.
• Champion evidence-based decision-making and ensure important consumer concerns are identified and escalated appropriately.

What we’re looking for:

• Proven experience developing or managing Voice of the Consumer, customer insight or feedback programmes.
• Strong analytical skills, with experience interpreting survey data, customer feedback to identify meaningful insights.
• Experience producing clear, engaging reports and presenting recommendations to senior stakeholders.
• A track record of influencing stakeholders and translating insight into practical improvements.
• Excellent communication, presentation and stakeholder management skills, with the ability to explain complex findings clearly.
• Strong organisational skills, with the ability to manage competing priorities and work at pace.
• Confident using Microsoft Office, particularly Excel and PowerPoint.
• Desirable: Experience in a regulated environment, knowledge of Consumer Duty, familiarity with external review platforms such as Trustpilot, or experience with survey and data visualisation tools.

What we offer

Our benefits package includes:

• 27 days annual leave + bank holidays
• holiday purchase scheme
• enhanced pension scheme (up to 10.5%)
• life assurance
• subsidised private medical insurance
• employee discounts platform
• two days volunteer leave
• enhanced maternity, paternity, adoption leave and pay for all new parents

+ many more!

Who we are

At NHBC, we pride ourselves on being truly unique. No other organisation in our sector matches the range of services and scale we provide. As the market leader, we are recognised as the go-to for new home warranties and insurance. Our team is united by a core purpose: to raise the standards of house building and protect homeowners.

Why you should join us

As a modern, family-friendly employer, we’re in a phase of rapid growth, embracing technology, data and new ways of working. We’re seeking passionate, skilled and driven individuals to join us on this exciting journey.

Once onboard, you’ll have access to fantastic opportunities for personal and career growth. You’ll receive thorough training, continuous development and the chance to earn recognised qualifications and professional memberships to support your journey.

We support flexible working and encourage our colleagues to find a balance that suits them. While we may not be able to accommodate every request, we’re always happy to have a conversation about flexible working arrangements.

Our inclusive culture

We are dedicated to fostering an inclusive culture where everyone feels empowered to bring their authentic selves to work. We firmly believe in the right of all our employees and customers to be treated fairly, with dignity and respect, and free from discrimination. Our active employee networks support colleagues and their allies, providing safe spaces for open conversations and idea-sharing.

We are a Disability Confident organisation committed to fair and inclusive recruitment. Our first step is to review applications to ensure candidates meet the essential criteria for the role. We assess skills, experience, and potential objectively, and provide support or reasonable adjustments where needed. Candidates who meet the criteria will progress to the next stage.

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