Customer Insights Lead

Working for a high growth consumer finance business. This is a new role, reporting to the Head of Customer Insights.

About Our Client

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

Job Description

Responsibilities of the Customer Insights Lead:

• Champion the use of customer insight across the business to shape thinking, illuminate choices, provoke challenge, and drive a culture of customer-focused, evidence-based decision making.
• Promote best practice methodologies, capabilities, and ways of working to stakeholders and your team, ensuring projects are set up for success and championing the trialling and adoption of new approaches to research techniques (e.g. A.I/ neuroscience).
• Lead the development of our approach to customer insight that supports broadening our listening posts (e.g. contact centre, social media and complaints data); enhance tooling and lift the capability of the team to increase speed of insight to action and impact.
• Develop OKRs for the Customer Insight team, strategically aligned, collaboratively agreeing priorities with stakeholders, ensuring alignment with CI Teams goals and objectives.
• Ensure a continuous supply of broader marketplace and consumer trend insights as they inform the customer perspective and our future customer strategy.
• Provide 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.
• Translate 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.
• Drive the organisation to engage with customer data by developing and delivering a strategy for data/insight democratisation.
• Ensure customer insight & BI generation is scaled, automated, visualised to drive engagement and rapidly disseminated.
• Ensure a fit-for-purpose toolset through continuous evaluation of the tools available in the wider marketplace.
• 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 to ensure high-quality deliverables.
• Support "the last mile" of insight; ensuring knowledge and insight are appropriately disseminated to relevant stakeholders.
• 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.
• Act as an integral member of the CIA leadership team, driving strategic initiatives and collaborating cross-functionally.

The Successful Applicant

The successful candidate for the Customer Insights Lead role:

• Proven experience of running an insight team that has created demonstrable change using insight outputs.
• Significant experience of people management and leadership of teams.
• Educated to a degree standard, ideally in applied statistics/operational research/management science.
• Insatiable curiosity with a natural desire to relate to the commercial agenda of the business.
• 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 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.
• Excellent interpersonal, communication, and influencing skills coupled with sound commercial awareness.

What's on Offer

Competitive