Customer Insights & Experience Specialist
AIB (NI) – Belfast, Northern Ireland, United Kingdom
Overview
This role focuses on understanding customer needs, behaviours, and expectations to improve our products and services, and enhance our customers’ overall experience. You’ll be the voice of the customer—using research, analytics, and empathy to uncover what matters most and ensure every interaction reflects that.
Key accountabilities
- Monitor and analyse external market trends, competitor activity, customer feedback and insights to identify emerging customer behaviours and actionable insights.
- Conduct benchmarking studies and external research to gather broader industry insights which inform proposition development and our customer strategy.
- Act as a trusted advisor to internal teams, ensuring customer insights are embedded in strategic planning and operational decisions.
- Collaborate with cross‑functional teams to inform journey mapping and customer improvement initiatives.
- Monitor customer experience metrics (e.g. complaint volumes, Voice of the Customer, CMA Quality Service Metrics) to identify pain points and opportunities across customer touchpoints (digital, branch experience, onboarding).
- Communicate and report analytical findings to senior stakeholders effectively, making recommendations that drive customer‑centric improvements.
- Monitor external changing consumer trends alongside actions and internal change initiatives for their impact on customer experience.
- Contribute to a culture of customer obsession and continuous learning across the organisation.
What you will bring
- Customer‑focused individual with a minimum of 3 years of proven and relevant technical and business experience in finance and conducting market and customer research.
- Analytical background with the ability to garner insight from various sources.
- Exceptional communication and interpersonal skills, supported by strong presentation and report‑writing skills.
- Ability to multitask and work well under pressure, meeting tight timescales while ensuring quality and accuracy of output.
- Positive mindset and proactive attitude with high levels of initiative and excellent attention to detail.
- Strong stakeholder‑management skills with proven ability to negotiate and influence both internal and external stakeholders.
- Strong proficiency in manipulating and analysing data to draw insights using tools such as SQL, Python, Excel, Power BI, Tableau is an advantage.
Benefits and Working Flexibility
We are committed to offering our colleagues choice and flexibility in how we work and live. Our hybrid working model enables people to balance their time between working from home and the designated office, subject to the role, customer needs and business requirements.
Benefits include:
- Variable Pay
- Employee Assistance Programme
- Family leave options
Key capabilities
Behavioural
- Customer First – Building strong customer relationships and delivering customer‑centric solutions.
- Ensures Accountability – Holding self and others accountable to meet commitments.
- Collaborates – Building partnerships and working collaboratively with others to meet shared objectives.
Technical
- Research – Demonstrates ability to discover, develop and apply compelling customer insights to generate recommendations for customer‑centric solutions.
- Communication – Communicates with clarity and precision in both written and verbal contexts, presenting complex information in a concise and audience‑appropriate format.
Contact
If you are not sure about your suitability based on any aspects of the role advertised, we encourage you to contact the recruiter for this role, Noelle Ryan, at careers@aib.ie.
Equal opportunities
AIB is an equal opportunities employer. We are proud to be the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We are committed to providing reasonable accommodations for applicants and employees. If you have a reasonable accommodation request please email the Talent Acquisition team at careers@aib.ie.
Application deadline
Friday 14th November 2025 (just before midnight)
Job details
Seniority level: Associate
Employment type: Full‑time
Job function: Analyst and Marketing
Industries: Banking
