At a Glance
- Tasks: Lead customer intelligence initiatives and shape strategic decisions based on customer insights.
- Company: Albany Beck, a dynamic consultancy in the Financial Services sector.
- Benefits: Hybrid working model, competitive salary, and opportunities for professional growth.
- Other info: Join a collaborative team focused on continuous improvement and customer-centric culture.
- Why this job: Make a real impact by transforming customer feedback into actionable business strategies.
- Qualifications: Extensive leadership experience in customer intelligence and strong analytical skills.
The predicted salary is between 60750 - 74250 £ per year.
Head of Data & Customer Intelligence
Company
Albany Beck
Location
London OR Birmingham – Hybrid Working Model
Engagement Type
Permanent
Client Industry
- Financial Services
- About Albany Beck
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.
Role Overview
Albany Beck is seeking an experienced Head of Data & Customer Intelligence to work on a long-term deployment in the Commercial Banking division of our leading global Financial Services clients, based in London.
This is a senior leadership role responsible for shaping how the organisation listens to its customers, understands their needs and turns customer intelligence into clear business priorities and measurable change.
The successful candidate will lead an integrated Customer Intelligence & Enablement capability spanning three key areas: Customer Intelligence, Customer Action and Customer Centricity.
The role requires someone who can move beyond simply producing customer insight.
You will be expected to interpret multiple customer signals, establish a clear view of customer performance, influence senior leadership priorities and ensure insights ultimately translate into meaningful improvements for customers and the business.
You will work closely with senior leaders across Commercial Banking, bringing together customer feedback, performance data, external benchmarking and commercial priorities to ensure the voice of the customer is embedded within strategic decision-making.
Key Responsibilities
- Set the strategic direction for how the Commercial Banking business listens to, understands and acts upon customer feedback.
- Establish a clear connection between customer signals, business priorities and measurable change.
- Bring together customer insight from multiple internal and external sources to create a comprehensive view of customer performance.
- Identify emerging customer themes, trends, opportunities and areas requiring intervention.
- Translate complex customer intelligence into clear recommendations and strategic priorities.
- Use insight to challenge existing assumptions and influence future customer propositions, journeys and business decisions.
- Ensure customer intelligence is commercially relevant and drives tangible business action.
- Provide strategic oversight and governance of the end-to-end Voice of Customer programme.
- Ensure appropriate customer signals are captured from the right sources and at the right points within the customer journey.
- Oversee the approach to customer surveys, feedback collection, response analysis and insight generation.
- Establish a trusted and consistent approach to measuring customer performance.
- Develop a coherent MI and KPI framework providing senior leadership with a clear view of customer outcomes.
- Use customer measures, including NPS and supporting indicators, to identify changes in customer experience and performance.
- Ensure customer feedback is effectively prioritised and translated into action.
- Translate customer intelligence into focused priorities and compelling cases for change.
- Work with business leaders to establish clear ownership of customer improvement initiatives.
- Ensure identified customer issues progress from insight through to tangible action and measurable outcomes.
- Establish effective closed-loop processes so customer feedback leads to visible improvements.
- Track delivery against customer priorities and challenge where progress is insufficient.
- Ensure customer improvements are measurable and clearly communicated across the organisation.
- Connect customer outcomes with wider commercial and strategic objectives.
- Champion customer-centric thinking across the Commercial Banking organisation.
- Embed the voice of the customer into strategic planning and day-to-day decision-making.
- Ensure customer performance is visible, understood and acted upon at every level of the organisation.
- Equip leaders and colleagues with the insight and tools required to make customer-led decisions.
- Develop initiatives that bring customer experiences and feedback to life internally.
- Build greater understanding of customer needs, journeys and pain points across business teams.
- Promote clear accountability for customer outcomes across the organisation.
- Act as a trusted adviser to senior leadership on customer intelligence, experience and performance.
- Produce clear, compelling executive-level narratives from complex customer data and insight.
- Shape senior leadership discussions and influence strategic decision-making.
- Present customer performance, emerging themes and recommended actions to executive audiences.
- Build alignment across senior stakeholders where customer priorities span multiple business areas.
- Challenge constructively and ensure customer considerations remain central to key business decisions.
- Lead and develop a high-performing Customer Intelligence & Enablement function.
- Provide clear strategic direction across Customer Intelligence, Customer Action and Customer Centricity.
- Create an environment of ownership, collaboration and continuous improvement.
- Empower teams to challenge existing approaches and identify new opportunities to improve customer outcomes.
- Build strong relationships across Customer, Product, Proposition, Data, Analytics and Commercial teams.
- Ensure resources and priorities remain aligned to the most important customer and business outcomes.
- Key Skills & Experience
- Significant leadership experience within Customer Intelligence, Customer Experience, Voice of Customer, Customer Insight or a related discipline.
- Proven ability to translate customer data and insight into strategic business decisions and measurable action.
- Strong understanding of Commercial Banking customers, products, propositions and customer journeys.
- Experience developing customer performance frameworks, MI and KPIs for senior leadership.
- Strong knowledge of Voice of Customer methodologies and customer feedback programmes.
- Experience using customer metrics such as NPS to understand and improve customer outcomes.
- Proven ability to influence senior executives and shape strategic decision-making.
- Experience driving customer-led transformation across large and complex organisations.
- Strong commercial acumen with the ability to connect customer outcomes to wider business performance.
- Excellent stakeholder management skills with the ability to build alignment across multiple functions.
- Strong people leadership experience with a track record of developing high-performing teams.
- Outstanding written, verbal and presentation skills.
Desirable Experience
- Commercial Banking experience.
- Broader Banking or Financial Services experience.
- Experience leading large-scale Voice of Customer or NPS programmes.
- Experience designing customer performance and measurement frameworks.
- Knowledge of customer research, benchmarking and insight methodologies.
- Experience working with Savanta or similar customer research and insight platforms.
- Experience leading customer-centric culture or behavioural change initiatives.
- Exposure to customer proposition, journey transformation or service design.
- Experience working within large, matrixed and highly regulated organisations.
- Personal Attributes
- Strategic thinker who can connect customer insight with wider commercial priorities.
- Strong executive presence and comfortable influencing senior leadership.
- Naturally customer-focused while maintaining strong commercial awareness.
- Able to simplify complex information and create compelling narratives from data and insight.
- Confident challenging existing thinking and advocating for customer-led decisions.
- Collaborative leader capable of building alignment across complex stakeholder groups.
- Outcomes-focused with a strong bias towards turning insight into action.
- Comfortable operating within ambiguity and balancing multiple competing priorities.
- Strong storyteller who can bring customer experiences to life for senior audiences.
- Passionate about building customer-centric cultures and delivering measurable improvements.
Head of Data & Customer Intelligence in City of London employer: Albany Beck
Albany Beck is an exceptional employer that fosters a collaborative work culture, empowering employees to drive impactful change within the financial services sector. With a focus on professional growth, team members are encouraged to develop their skills through involvement in large-scale transformation programmes across European regulatory frameworks, ensuring meaningful contributions to both client success and personal career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Data & Customer Intelligence 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 Head of Data & Customer Intelligence 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.
