Regional Customer Insights Manager

As Regional Customer Insights Manager, you will play a pivotal role in understanding and influencing the customer experience in line with WDC’s Building our Future strategy.

Reporting to the National Customer Insights Manager, you’ll act as the voice of the customer throughout the project lifecycle, transforming feedback into meaningful action and measurable business improvement.

Working closely with project teams, customers, and key stakeholders to understand the behaviours and experiences that drive successful project outcomes. By identifying emerging risks and embedding lessons learned, you’ll help create consistently exceptional customer experiences that support repeat business and growth.

Through customer insight interviews, project workshops and engagement with LCOs, you will enable project teams to make informed decisions that improve performance and deliver better outcomes.

Key Responsibilities

Customer Insight & Relationship Development

• Lead impartial customer interviews across the project lifecycle, providing honest, actionable insight into customer experiences and relationship health.


• Act as an early warning system by identifying emerging concerns, project risks, and opportunities for improvement before they escalate.


• Build trusted relationships with customers, framework providers, and project teams to create open and constructive dialogue.


• Support teams to understand not only what customers are saying, but why they are saying it, uncovering root causes and behavioural drivers.

Insight to Action

• Translate feedback into practical, measurable actions that improve project delivery and customer experience.


• Deliver action planning sessions to teams to ensure customer feedback is listened to and will be acted on.


• Report to the LCO recurring issues, highlighting opportunities for local and wider business improvement.


• Share insight, best practice, and lessons learned across projects and regional businesses to drive continuous improvement.

Project Culture

• Support project workshops focused on "How We Work Together", helping teams and customers align on the project purpose, culture and behavioural expectations, and the ways of working required for the project to succeed.


• Support workshops, reviews, and reflective learning sessions at key project milestones to strengthen collaboration and performance.


• Support project teams in building psychologically safe environments where challenge, learning, and continuous improvement are encouraged.


• Recognise exceptional customer service and highlight the behaviours that strengthen trust and long-term customer relationships.

Business Improvement

• Produce clear, engaging customer insight reports that combine qualitative feedback, trends, themes, and recommendations.


• Support strategic business improvement initiatives by providing project and behavioural insights.


• Ensure the Customer Insight team continues to grow with the development of Willmott Dixon's “Building Our Future Strategy”. Remaining true to our customers, influential to the LCO’s, and aligned to WD’s business priorities and growth aspirations.

Essential Skills & Experience

• Strong customer mindset and commitment to ensuring their voice is heard by the right teams.


• Exceptional listening and questioning skills with the ability to uncover meaningful insight.


• Empathetic with situations without offering opinions or solutions


• Ability to translate qualitative feedback into practical business actions.


• Strong understanding of behavioural and relationship management.


• Good level of emotional intelligence and the confidence to facilitate challenging conversations without becoming too personally involved.


• Excellent communication and influencing skills, capable of engaging stakeholders at all levels.


• Analytical skills with the ability to identify trends, themes, and opportunities from multiple data sources.

Desirable Skills & Experience

• Experience with data analytics and BI dashboards.


• Experience working in construction, infrastructure, facilities management, or the wider built environment sector.


• Experience in customer experience, service design, or behavioural improvement programmes.


• Professional accreditation or continuing professional development in Customer Experience, Facilitation, Coaching, Behavioural Science, Organisational Development, or Leadership.


• Experience enabling cultural change and continuous improvement within project-based environments.

Additional Information

In return for your hard work, we offer a competitive package that includes flexible benefits to suit your lifestyle and priorities. This includes an enhanced pension scheme, optional private medical cover, life assurance and an Incentive Bonus.

At Willmott Dixon, we provide an inclusive and flexible working environment for people to thrive in and are happy to support agile working wherever possible.

We are a proud member of the Disability Confident Scheme.

About Us

With over 170 years of rich history, Willmott Dixon’s purpose is beyond profit; delivering brilliant buildings, transforming lives, strengthening communities and enhancing the environment so our world is fit for future generations.

Our values, people, innovation, partnerships and focus on sustainability have enabled us to build a successful and solid privately owned business where our people thrive.

Willmott Dixon was recognised by The Sunday Times as one of the Top 10 “Big” Companies to Work For in 2025, named among the Times Top 50 Employers for Gender Equality in 2024, and ranked in the Top Five of Europe’s 1,000 best workplaces by the Financial Times in 2025.

Willmott Dixon is also the first major contractor and developer to win a King’s Award for Enterprise in the category of Sustainable Development.