Customer Intelligence and Insights Expert

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Customer Intelligence and Insights Expert

At Honda we embrace inclusion in our various policies, so whilst our contracts state that the hours are as required to fulfil the role with a minimum of 35 hours per week, we offer flexibility for when you work. The regular office hours are 08:00 – 16:00 Monday to Thursday with a half hour lunch break & 08:00 – 13:00 on a Friday. However, we offer flexibility of when you work with our daily flex-time start of between 07:00 and 11:00 providing that there is no business requirement.

Whilst there is no contractual right to work from home, the flexibility we offer is that you can request to work from home 2 days per week, again providing there is no business requirement to attend the office.

Role:
The Customer Intelligence & Insights Expert plays a key role in Honda’s transformation to a Futureproof & Profitable Sales Model, centred on the Customer, Built Once for Europe, and Delivered Seamlessly Across Retail & Digital Environments.

This is a newly created function within the Customer Engagement Division, designed to turn data into direction, with insight that sharpens journeys, fuels decisions, and ensures we stay customer-first. The role exists to maximise revenue by identifying what works, where to invest, and how to continually improve. It spans everything from strategic audience profiling and market opportunity mapping to performance-enhancing insight and journey optimisation. A key early priority is to help define the data and reporting architecture needed to unlock intelligence, working with the Customer Data Platform (CDP), Customer Relationship Management (CRM), and IT teams to ensure the right inputs are captured, structured, and surfaced effectively.

Equally, this person will build a deep understanding of Honda’s Customer Engagement audiences from buyers to owners, across all product divisions, clarifying their needs and how best to engage them across the lifecycle.They will also manage an analyst role, streamlining focus and ensuring efficient coverage of the full journey, from online to retailer and everything in between.

This role works across all pillars of Customer Engagement, including CRM, CDP, Digital Operations, Direct to Consumer (D2C), and Honda Shop, connecting customer behaviour to commercial performance and embedding insight into continuous improvement.

Main Responsibilities:

• Build and lead a new Customer Intelligence function defining the tools, sources, and structures required to deliver actionable, ongoing insight.
• Shape the data and reporting architecture required to enable scalable customer intelligence.
• Develop a pan-European approach to customer insight blending behavioural data, performance metrics, customer feedback, and market trends.
• Provide strategic and tactical insight across all Customer Engagement pillars enabling smarter targeting, sharper journeys, and stronger commercial outcomes.
• Define and continuously refine audience profiles understanding who our customers are, what they respond to, and how their needs evolve over time.
• Map end-to-end engagement and conversion opportunities identifying friction points, drop-offs, and improvement levers across the journey.
• Establish performance measurement frameworks for key ecosystem modules including CRM, Retailer Hub, CDP, and Honda Shop.
• Streamline and lead the analyst role, ensuring clarity, efficiency, and full ecosystem coverage.
• Partner with internal teams to validate what’s working, uncover why, and recommend where and how to improve.
• Manage third-party research and insight providers including customer surveys, usability testing, and benchmarking.
• Support business case development, investment planning, and post-implementation performance reviews.

Qualifications, skills and experience:
Required

• Proven background in customer insight, marketing analytics, and commercial intelligence, ideally in a European or multi-market environment.
• Demonstrated ability to turn complex data into strategic guidance and practical improvement.
• Experience with digital performance analysis, CRM and campaign data, customer segmentation, and profiling.
• Strong commercial mindset able to connect customer insight with marketing investment and business performance.
• Experience contributing to data architecture and reporting environments that support scalable insight generation.
• Excellent communication and storytelling skills able to influence stakeholders with clarity and conviction.
• Comfortable building new capabilities including shaping tools, frameworks, and team behaviours.
• Skilled at working cross-functionally with Marketing, IT, CX, Commercial, and Research teams.
• Confident in leading and optimising small insight or analyst teams to deliver maximum value.
• Familiarity with insight and analytics platforms, particularly Salesforce Analytics and Power BI.
• Understanding of high-consideration customer journeys.
• Experience setting up or leading a new function or capability within a complex organisation.

Honda is committed to the principle of equal opportunity in the workplace for all employees, temporary workers, contractors, applicants and visitors. Honda also encourages respect for the individual differences and talents of others while making full use of one\’s own abilities, based on Honda\’s philosophy of respect for the individual.

At Honda, we value and celebrate diversity and are committed to being a fair, non-discriminatory company that promotes and welcomes the uniqueness and differences of people around the world. We recognise that a diverse workforce allows for different ideas and perspectives, and we encourage everyone to share them. We strive to foster a culture of belonging that is consistent with Honda\’s core values and lived out in the way we work and respect each other. For us at Honda, diversifying our workforce means increasing its overall strength by providing people with equal opportunities – regardless of personal characteristics or previous careers.

This commitment flows directly from the Honda philosophy and the belief that we are all working towards a common goal. Honda recruits, hires, trains and promotes the most qualified/experienced individuals at all levels without regard to race, origin, religion or belief, gender, sexual orientation, age, disability or any other protected characteristic.

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