Job Introduction

Research & Insight Executive

Salary £25,000 to £29,000 DOE

FT- 35 hours per week

Permanent

Hybrid- Folkestone (3 days a week on-site)

At Saga, we create exceptional experiences every day. From cruises and holidays to insurance and personal finance, we’re proud to be the UK’s specialist provider of products and services for people over 50. Our customers are at the heart of everything we do, and we’re committed to delivering outstanding experiences at every interaction.

Our Brand Experience Research & Insight team plays a key role in understanding our customers through our Voice of the Customer (VoC) programme, capturing feedback across journeys and touchpoints to help shape our customer experience strategy.

As a Research & Insight Executive, you’ll help represent the voice of our customers across the business, turning feedback into meaningful insight that drives real improvements. Working closely with stakeholders across Saga, this is a fantastic opportunity for someone who wants to make a genuine impact in a large organisation while developing their research and insight career. We’re also open to supporting and mentoring the right candidate, making this a great role for someone earlier in their career who is curious, analytical, and eager to learn.

This role requires you to be working from our Folkestone office a minimum of 3 times a week. We have designated office space for colleagues, allowing us to collaborate and share success as a function.

Role Responsibility

Supported by your manager and the wider Research & Insight team, your role will cover the following areas:

CX Measurement: Support tracking of touchpoint NPS and CSAT across the business through our Voice of the Customer (VoC) programme.
Data Analysis & Insights: Analyse CX data from the VoC programme, updating key deliverables with trends and developing actionable insights and recommendations. Support ad-hoc analysis to help address business challenges.
360 Insights: Combine customer feedback with operational and behavioural data to deepen insights and highlight commercial opportunities. Support the design, delivery and reporting of ad-hoc surveys across a range of research projects.
External Lens: Use external sources (e.g. CX benchmarking, social media and review sites) to enrich internal insights and recommendations.
Stakeholder Engagement: Build strong relationships with teams across Product, Marketing and Operations to ensure insights are understood and used in decision-making.
Continuous Improvement: Stay up to date with CX research trends and support the exploration of new tools and methodologies (e.g. sentiment analysis, machine learning and natural language processing).
Research Support: Assist with day-to-day research activities such as questionnaire design, sampling, quality checks, focus group logistics and project coordination.

The Ideal Candidate

This role would suit someone with around a year’s experience in market research, data analysis, insight, or a customer-focused/contact centre environment, or a graduate with a relevant degree in Psychology, Statistics or with a core element in data, research or insight.

Have strong data analysis and numeracy skills, with the ability to work with large datasets and identify meaningful trends.
Demonstrate attention to detail and critical thinking when interpreting data and insights.
Be technically confident, able to navigate dashboards and ideally familiar with (or willing to learn) statistical tools such as Q or SPSS, with an interest in using AI tools to enhance insight.
Show natural curiosity, always looking to understand the “why” behind the data and support stakeholders in turning insights into action.
Be able to communicate insights clearly, developing strong storytelling skills to present data in a simple and meaningful way.
Have some understanding of research methods, statistical techniques and questionnaire design.
Be well organised, proactive and able to manage multiple deliverables.
Bring energy, curiosity and a positive, can-do attitude to the team.

Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special

Package Description

At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues.

BENEFITS AVAILABLE FOR THIS ROLE:

25 days holiday + bank holidays
Option to purchase additional leave - 5 extra days
Pension scheme matched up to 10%
Company performance related annual bonus - Up to 5%
Life assurance policy on joining us, 4 x salary
Wellbeing programme
Colleague discounts including family discounts on cruises, holidays and insurance
Range of reductions and offers from leading retailers, travel groups and entertainment companies
Enhanced maternity and paternity leave
Grandparents leave
Income protection
Access to Saga Academy, our bespoke learning platform

About the Company

Over the past 75 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We’re the most trusted brand amongst UK consumers in this demographic, recognised for high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine.

Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other and our values underpin our approach and help guide us to deliver our purpose.

We’re committed to making sure that colleagues can be their best, be themselves and make a difference – more than anywhere else. We have done this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment.

Thanks to our people, Saga was awarded with a Gold for Best Customer Centric Culture in 2025. This is testament to the great culture we’ve built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.

We are champions of age inclusivity and signatories of the Age-Friendly Employer Pledge, we are proud of our multigenerational teams we have in place. We’re also a committed Disability Confident employer and ensure that our recruitment process is inclusive and accessible. Your application will have fair consideration, and you’ll receive personal communication throughout your applicant journey when you apply to join Saga.

Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.

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