At a Glance
- Tasks: Lead customer insight projects and transform feedback into actionable business strategies.
- Company: Join Albany Beck, a dynamic consultancy in the Financial Services sector.
- Benefits: Enjoy a hybrid work model, professional development, and a supportive learning environment.
- Other info: Collaborative culture with opportunities for growth in a fast-paced environment.
- Why this job: Make a real impact by enhancing customer experiences and driving change.
- Qualifications: Experience in customer insight and transformation initiatives is essential.
The predicted salary is between 57036 - 69710 £ per year.
Albany Beck is a Management Consultancy focused on providing specialist talent and transformative solutions to Financial Services clients. We combine subject matter expertise with innovative delivery models that help clients scale efficiently, while offering meaningful, long-term career opportunities to our people. At Albany Beck, you’ll be choosing to work with an organisation that’s passionate about your learning journey and committed to your professional and personal development.
Albany Beck is seeking an experienced Customer Insight & Enablement Manager to support a major customer transformation agenda within a leading Financial Services organisation. Sitting within the Customer Intelligence & Enablement function, this is a varied, hands-on role spanning business change, customer insight, survey transformation, business readiness and stakeholder engagement. A key initial focus will be supporting the transformation of the organisation's customer feedback and survey infrastructure, including the migration of Qualtrics to a dedicated UK platform and changes to existing survey triggers. Alongside project delivery, the successful candidate will help develop the organisation's approach to closing the customer feedback loop, analyse customer insight and support initiatives designed to embed more customer-centric decision-making across the business. This role would suit a proactive and adaptable individual who is comfortable operating within ambiguity, managing multiple priorities and moving between strategic thinking and hands-on delivery.
Key Responsibilities
- Lead business readiness activities across customer feedback and survey transformation projects.
- Support the migration of Qualtrics to a dedicated UK platform, ensuring effective business transition and adoption.
- Coordinate survey trigger migration activities and ensure UK business requirements are represented.
- Assess stakeholder and operational impacts arising from proposed changes.
- Work across project teams, business stakeholders and end users to ensure successful implementation.
- Identify readiness risks, dependencies and actions and drive these through to resolution.
- Support the development and implementation of the organisation's Closed Feedback Loop strategy.
- Help define how customer feedback is translated into visible business action.
- Develop approaches for communicating back to customers on improvements made as a result of their feedback.
- Identify opportunities to strengthen customer trust and demonstrate that customer feedback is driving change.
- Work with stakeholders to improve ownership and accountability for customer outcomes.
- Analyse customer feedback and survey results to identify trends, themes and opportunities for improvement.
- Translate customer data into clear, actionable recommendations for business stakeholders.
- Produce management information, presentations, executive summaries and reporting packs.
- Communicate customer insights clearly to both operational and senior leadership audiences.
- Provide analytical and reporting support during key reporting cycles.
- Support initiatives designed to embed customer-centric behaviours across the organisation.
- Develop communications and engagement activities that encourage customer-led decision-making.
- Build strong relationships across Customer, Change, Technology and operational teams.
- Facilitate workshops and engagement sessions with relevant stakeholder groups.
- Support wider Customer Experience and customer culture initiatives as priorities evolve.
Key Skills & Experience
- Experience delivering business change, transformation or business readiness initiatives.
- Experience within Customer Experience, Customer Insight, Voice of Customer, survey or customer feedback environments.
- Strong stakeholder management and influencing skills across multiple levels of seniority.
- Experience supporting technology or platform change involving business users and operational teams.
- Strong analytical skills with the ability to turn customer data and feedback into meaningful actions.
- Experience producing management information, presentations and executive-level reporting.
- Strong communication and presentation skills.
- Ability to manage multiple workstreams and competing priorities independently.
- Comfortable operating within ambiguity and adapting quickly as priorities change.
- Proactive, pragmatic and delivery-focused approach.
Desirable Experience
- Experience with Qualtrics or another enterprise Voice of Customer / customer feedback platform.
- Experience supporting survey platform or customer feedback technology implementations.
- Knowledge of Voice of Customer and Closed Feedback Loop methodologies.
- Banking or Financial Services experience.
- Experience working within a large, complex or regulated organisation.
- Experience supporting customer-centric culture or behavioural change initiatives.
- Experience analysing NPS, customer satisfaction or other customer experience measures.
- Exposure to Agile or hybrid transformation programmes.
Personal Attributes
- Proactive and comfortable taking ownership.
- Adaptable and willing to flex across different areas of responsibility.
- Strong balance of strategic thinking and hands-on delivery.
- Naturally customer-focused with an interest in improving customer outcomes.
- Confident engaging with stakeholders at different levels of seniority.
- Analytical but able to translate data into simple, compelling messages.
- Highly organised and capable of managing several priorities simultaneously.
- Comfortable working within a fast-moving and evolving environment.
- Collaborative, pragmatic and solutions-focused.
Customer Insight Manager (Permanent) in City of London employer: Albany Beck
At Albany Beck, we pride ourselves on being an exceptional employer, offering a dynamic work environment in the heart of London or Birmingham with a hybrid working model. Our commitment to your professional growth is evident through our focus on learning and development, ensuring that you have the tools and support needed to thrive in your role as Head of Data & Customer Intelligence. Join us to be part of a collaborative culture that values customer-centric thinking and drives meaningful change within the Financial Services sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Insight Manager (Permanent) in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Albany Beck. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Albany Beck before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Insight Manager (Permanent) in City of London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Albany Beck:Your cover letter is your chance to shine! Tell us why you want to work at Albany Beck specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Albany Beck!
How to prepare for a job interview at Albany Beck
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
