Customer Insights Lead

We are working with a high growth consumer finance business who are looking to hire a Customer Insights Lead into their growing team in London.

Client Details

The client are a high growth consumer finance business who are building out their customer insights business in order to pro vie the business with insights in order to shape business decisions and drive customer insights.

Description

Responsibilities of the Customer Insights Lead:

What you'll be doing

To champion the use of customer insight across the business so that; it flows constantly across the business, shapes our thinking, illuminates choices, provokes challenge, and drives a culture of customer focused, evidence-based decision making.

Main Responsibilities

• An expert in your field you will promote best practice methodologies, capabilities, and ways of working to both stakeholders and your team ensuing that projects are set up for success and championing the trialling and adoption of new approaches to research techniques (e.g. A.I/ neuroscience).
• Leading the development of our approach to customer insight that supports broadening our listening posts (e.g. contact centre, social media and complaints data); enhancing our tooling and lifting the capability of the team to increase speed of insight to action and impact.
• Leading the development of OKRs for Customer Insight team, strategically aligned, collaboratively agreeing prioritise with stakeholders, ensuring alignment with CI Teams goals and objectives.
• Ensuring a continuous supply of broader marketplace and consumer trend insights in as much as they inform the customer perspective and our future customer strategy.
• Providing quality control and oversight of major projects (briefs, insight & outputs) ensuring recommendations are practically doable and have a clear line of sight to expected commercial outcomes (commonly satisfaction / renewal / new product adoption / cost to serve and campaign ROI).
• Translating strategy and goals into impactful Customer Insight plan and future roadmap aligning the customer insight agenda to deliver insights that shape and support business ambitions, in collaboration with key internal customers.
• Driving the organisation to engage with customer data by developing and delivering a strategy for data / insight democratisation.
• Ensuring that as far as possible customer insight & BI generation is scaled, automated, visualised to drive engagement (driving a dash boarding culture) and rapidly disseminated.
• Ensuring a fit-for-purpose toolset through the continuous evaluation of the tools available in the wider marketplace and that our suppliers fully understand our strategy, deliver value for money, and deliver insight that demands action.
• Deliver compelling, data-driven presentations to the leadership team, translating complex insights into strategic recommendations that drive informed decision-making and inspire decisive action across the organisation.
• Cultivate and maintain strong relationship with key external third parties and agencies to ensure high-quality deliverables, share best practice and drive innovative solutions that enhance our overall performance.
• Support "the last mile" of insight; ensure that knowledge and insight is appropriately disseminated to the relevant stakeholders across the organisation and is optimised for action
• Champion agile ways of working by fostering iterative development, continuous improvement and cross-functional collaboration.
• Lead, coach and mentor team members to foster a culture of continuous learning and high performance, providing clear guidance, constructive feedback, and opportunities for growth that empower individuals and enhance overall team effectiveness.
• Act as an integral member of the CIA leadership team, Marketing Wider Leadership Team (WLT), driving strategic initiatives, collaborating cross-functionally to deliver CIA team vision, and deputise for Head of Customer Insight & Analytics on occasion.

Profile

The successful candidate for the Customer Insights Lead role:

• Proven experience of running a insight team that has created demonstrable change using insight outputs.
• Significant experience of people management (direct, virtual and supplier) and leadership of teams (which spans 2nd line management and matrix management).
• Educated to a degree standard, ideally in applied statistics/operational research/management science.
• Insatiable curiosity with natural desire to relate to the commercial agenda of the business and to changes going on in the analytics and research domains.
• Strong appreciation of different research methodologies and voice of the customer data sources.
• A collaborative leadership style with a wide perspective and proven ability to influence at senior levels.
• Ability to articulate (written & verbal) analysis for a non-technical audience with clarity and in an engaging way.
• Demonstrable analytical problem-solving capabilities.
• Proven experience of agile ways of working, ideally leading insight teams.
• Ideal, but not necessary, membership of professional market research bodies e.g. Market Research Society.
• Ideal, but not necessary - exposure to analysing large data volumes.
• Ideal, but not necessary - capable and experienced in techniques to deduce from a data set the influences from different attributes e.g. multiple regression, multivariate analysis of variance, discriminant analysis.
• Excellent interpersonal, communication and influencing skills coupled with sound commercial awareness.
• Financial services experience not required

Job Offer

Competitive