Insights and Implementation Lead

• Working for a high growth, mission focused consumer finance business
• This is a new role, reporting to Head of Customer Insights and Analytics

About Our Client

The business is a high growth consumer finance company building out their customer insights division. They are looking to hire an Insights and Implementation Lead in their London Office. This is a hybrid role.

Job Description

Key Responsibilities for the Insights and Implementation Lead:

The Insight & Implementation Lead is responsible for developing, delivering, and supporting the implementation of customer insight that enables the business to successfully navigate the current and future challenges their customers face.

To support the Head of Customer Insight and Analytics, ensure insights shape business decisions and drive a culture of customer-focused, evidence-based decision-making.

Main Responsibilities

• Support the Head of Customer Insight and Analytics to develop and implement the customer agenda, ensuring alignment with overall business objectives.
• Build effective working relationships with key leadership teams and proactively translate business challenges into a programme of research and analytics work.
• Develop the CIA Roadmap of insight for key stakeholder groups, coordinating CIA activities to support successful delivery, including briefing the CIA team, coordinating delivery, agreeing/co-creating actions, and monitoring and measuring impact.
• Brief internal insight & analytics teams and external agencies on projects, ensuring outputs are actionable.
• Lead activities across the CIA team to design, develop, and implement segmentation models that deepen understanding of customer perceptions and enable insight-led decision making.
• Develop OKRs for the CIA team, ensuring alignment with CIA team goals and collaboratively agreeing priorities with stakeholders.
• Develop a compelling customer narrative to educate internal and external stakeholders on current and future customer needs and challenges.
• Work with the CIA SLT to develop and implement a multi-channel Insight communication strategy and calendar.
• Support the dissemination of insights to relevant stakeholders across the organisation, optimising for action.
• Deliver compelling, data-driven presentations to the leadership team, translating complex insights into strategic recommendations.
• Cultivate and maintain strong relationships with key external third parties and agencies.
• Find efficient ways to engage the wider business in outputs, such as automation and visualization of customer analysis.
• Ensure a continuous supply of broader marketplace and consumer trend insights.
• Champion agile working by fostering iterative development and cross-functional collaboration.
• Act as an integral member of the CIA leadership team and Marketing Wider Leadership Team (WLT), driving strategic initiatives.

The Successful Applicant

The successful candidate for the Insights and Implementation Lead role:

• Proven experience in conducting customer experience research and delivering insights that drive business decisions.
• Strong analytical and problem-solving capabilities with a demonstrated ability to analyse complex data sets.
• Educated to a degree standard, ideally in applied statistics, operational research, management science, or a related field.
• Insatiable curiosity and a desire to relate to the commercial agenda of the business.
• Strong appreciation of different customer insight and analytics data sources.
• Ability to articulate analysis and insights for a non-technical audience clearly and engagingly.
• Excellent interpersonal, communication, and influencing skills with sound commercial awareness.
• Proven experience of driving insight-led actions across complex organisations with demonstrable impact.
• Familiarity with Gen AI and its application in Customer Insight and Analytics teams.
• Robust knowledge of developing and delivering segmentation models.
• Robust knowledge of customer experience management and CRM.
• Exposure to analysing large data volumes.
• Consumer-facing financial services experience not essential.

What\’s on Offer

Competitive.

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