At a Glance
- Tasks: Lead customer intelligence initiatives and shape strategic decisions in Commercial Banking.
- Company: Albany Beck, a forward-thinking management consultancy in Financial Services.
- Benefits: Hybrid working model, long-term career opportunities, and commitment to personal development.
- Other info: Join a dynamic team focused on customer-centric culture and measurable improvements.
- Why this job: Make a real impact by transforming customer insights into actionable business strategies.
- Qualifications: Extensive leadership experience in customer intelligence and strong commercial acumen.
The predicted salary is between 62550 - 76450 £ per year.
Location: London OR Birmingham – Hybrid Working Model
Engagement Type: Permanent
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.
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. 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.
- Set the strategic direction for how the Commercial Banking business listens to, understands and acts upon customer feedback.
- Bring together customer insight from multiple internal and external sources to create a comprehensive view of customer performance.
- Translate complex customer intelligence into clear recommendations and strategic priorities.
- Ensure customer intelligence is commercially relevant and drives tangible business action.
- Oversee the approach to customer surveys, feedback collection, response analysis and insight generation.
- Establish a trusted and consistent approach to measuring customer performance.
- Use customer measures, including NPS and supporting indicators, to identify changes in customer experience and performance.
- Translate customer intelligence into focused priorities and compelling cases for change.
- 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.
- 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.
- Present customer performance, emerging themes and recommended actions to executive audiences.
- Lead and develop a high-performing Customer Intelligence & Enablement function.
- Provide clear strategic direction across Customer Intelligence, Customer Action and Customer Centricity.
- Build strong relationships across Customer, Product, Proposition, Data, Analytics and Commercial teams.
Qualifications:
- 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.
- Experience driving customer-led transformation across large and complex organisations.
- Strong commercial acumen with the ability to connect customer outcomes to wider business performance.
- Commercial Banking experience.
- Broader Banking or Financial Services experience.
- Experience designing customer performance and measurement frameworks.
- Exposure to customer proposition, journey transformation or service design.
- Strategic thinker who can connect customer insight with wider commercial priorities.
- Naturally customer-focused while maintaining strong commercial awareness.
- Able to simplify complex information and create compelling narratives from data and insight.
- Collaborative leader capable of building alignment across complex stakeholder groups.
- Passionate about building customer-centric cultures and delivering measurable improvements.
Director of Data Intelligence in 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 Director of Data Intelligence. Join us to be part of a collaborative culture that values customer-centric thinking and drives meaningful change within the Financial Services sector.
