Customer Insight & Enablement Manager in London

Customer Insight & Enablement Manager

Company: Albany Beck

Location: London / Hybrid

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 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.