Customer Research Lead

Informa Festivals marks an exciting new chapter in B2B events, bringing some of the world's most influential creative, technology, and business festivals together. We’re combining prestigious events like Cannes Lions, Black Hat, Money20/20, GDC, and London Tech Week with cutting-edge marketing intelligence platforms and advisory services to deliver unmissable experiences and insights.

Our festival-led approach reimagines traditional B2B events, creating powerful, immersive experiences that drive innovation and industry advancement. Building on decades of expertise and powered by Informa's international reach, we're shaping the next generation of business festivals.

Job Description

This role is based in our London, UK office.

Execute proprietary customer / market research to provide detailed analysis, insights and recommendations to guide the development of the company's products, marketing and content strategies to maximize sales and ROI. This includes:

• Day-to-day ownership of customer research / insights for the numerous brands

• Design and execute both qualitative and quantitative research to gain customer insight, through customer interviews and surveys

• Manage research projects fully, including working with teams to understand business needs, designing the appropriate research, developing discussion guides or surveys, programming surveys into Qualtrics software and overseeing data collection, synthesizing results, developing report summaries and recommendations, effectively communicating / presenting the insights to key stakeholders and cross functional teams, and working with teams to ensure that insights are actioned efficiently

• Utilise research best practices in order to employ traditional and innovative solutions to generate breakthrough and actionable insights

• Bring new research methods / approaches and/or innovations to improve response rates and engagement

• Formulate recommendations and deliver insights that lead to demonstrable business value

• Collaborate closely with brand teams / functions (Strategy, Marketing, Sales, Product, Client Service) to implement research and ensure that insights are actioned

Objectively represent the voice of the customer at all times

Qualifications

• Education – Bachelor’s degree
• Experience – 1+ years in customer or market or data / research / insight, with experience in both qualitative and quantitative methodologies
• Research & Analytical Skills – Proven ability to design, execute, and analyse research, translating insights into actionable recommendations
• Communication & Presentation – Excellent written, verbal, and presentation skills
• Stakeholder Management – Strong interpersonal skills; experience working with senior management and external partners
• Data Visualisation & Technical Proficiency – Proficient in Microsoft Office and experienced in presenting data compellingly to business teams
• Project Management – Ability to prioritise and manage multiple projects in a fast-paced environment
• Vendor Management - Experience working with / managing third-party service providers
• Industry Knowledge – Experience or interest in events/B2B research is a plus
• Tools & Platforms – Experience with Qualtrics XM preferred

Personal Attributes

• Clear Communicator – Presents insights in a structured, concise, and impactful manner, ensuring clarity for diverse audiences
• Proactive & Self-Motivated – Anticipates business challenges, takes initiative, and designs research to drive meaningful solutions rather than reacting to issues as they arise
• Collaborative & Influential – Works seamlessly across teams, translating research findings into actionable insights that drive decision-making
• Self-Motivated / Solutions-Oriented – Takes ownership, seeks opportunities for improvement, and follows through with minimal direction
• Critical Thinker & Problem-Solver – Objectively evaluates information, identifies patterns, and extracts meaningful conclusions from complex data
• Detail-Oriented & Analytical – Ensures accuracy, precision, and rigor in research, data collection, and reporting
• Highly Organised / Great Time Management – Manages multiple projects effectively, balancing deadlines without compromising quality
• Curious, Inquisitive & Adaptable – Passionate about uncovering the ‘why,’ eager to explore new research areas, embrace evolving methodologies, and thrive in ambiguity
• Ethical & Trustworthy – Values integrity, ensures accuracy, and handles sensitive or confidential information with the highest level of responsibility
• Big-Picture Thinker & Innovator – Skilled at trend-spotting, lateral thinking, and connecting insights to drive forward-looking strategies
• Flexible & Travel-Ready – Open to occasional overseas travel for industry events when required

 

Additional Information

We believe that great things happen when people connect face-to-face. That's why we work in-person with each other, or with customers and partners, three days a week or more. When you’re not spending time together in one of our offices or other workplaces – like at an Informa event – you get the flexibility and support to work from home or remotely.

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 LifeAt.Informa.com

Our benefits include:

• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active colleague groups and networks promoting a positive, supportive, and collaborative work environment
• 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: 25 days annual leave, rising to 27 days after two years, plus a birthday leave day and the chance to work from (almost!) anywhere for up to four weeks a year
• A flexible range of personal benefits to choose from, plus company funded private medical cover
• A ShareMatch scheme that allows you to become an Informa shareholder with free matching shares
• Strong wellbeing support through EAP assistance, mental health first aiders, a healthy living subsidy, access to health apps and more
• Recognition for great work, with global awards and kudos programmes
• As an international company, the chance to collaborate with teams around the world

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.

If you would like to request reasonable adjustments or accommodations to assist your participation in the hiring process and, or in the advertised position, please inform the appropriate Talent Acquisition Partner for the role once they have been in touch. Your request will be reviewed and considered in confidence. 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.

See how Informa handles your personal data when you apply for a job here .