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- Tasks: Understand customer needs and behaviours to enhance products and services.
- Company: Join AIB, a leader in customer-centric banking with a commitment to diversity.
- Benefits: Enjoy hybrid working, competitive pay, and a supportive employee assistance programme.
- Why this job: Be the voice of the customer and drive impactful changes in their experience.
- Qualifications: Experience in customer research, data analysis, and strong communication skills required.
- Other info: Flexible work environment with opportunities for growth and learning.
The predicted salary is between 36000 - 60000 £ per year.
Location/Office Policy: St Marys Axe, London or Ann Street, Belfast with Hybrid Working Currently 2 days per week in office moving to 3 days per week from 1st January 2026.
Are you passionate about understanding customers' needs and behaviours? Have you a curious mind with experience in customer research, data analysis, or customer experience design? Do you thrive on turning data into stories and insights into action?
What is the Role: This role focuses on understanding customer needs, behaviours, and expectations to improve our products and services, and enhance our customers’ overall experience. In this role, you’ll be the voice of the customer—using research, analytics, and empathy to uncover what matters most and ensure every interaction reflects that. Reporting to the Customer Experience Team Lead, you will play an integral role in helping shape and deliver our customer experience strategies across AIB. You will work with key stakeholders to collate, review and obtain actionable insight from a range of quantitative and qualitative sources to improve customer experience. This means conducting research and using strong analytical skills to understand how customers interact with the business across key touchpoints to identify pain points and opportunities for improvement.
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 (e.g. digital, branch experience, on-boarding).
- Communicate and report analytical findings to senior stakeholders effectively in both written and verbal form, 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 focussed individual with 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 and meet tight timescales whilst 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 by using various tools (such as SQL, Python, Excel, Power BI, Tableau) would be an advantage.
Why Work for AIB: We are committed to offering our colleagues choice and flexibility in how we work and live and our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements. Some of our 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.
- 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 format that is audience appropriate.
If you are not sure about your suitability based on any aspects of the role advertised, we encourage you to please contact the Recruiter for this role, Noelle Ryan, at careers@aib.ie for a conversation. AIB is an equal opportunities employer, and we pride ourselves on being 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. Should 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).
Customer Insights & Experience Specialist, London/Belfast employer: Allied Irish Banks
Contact Detail:
Allied Irish Banks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Insights & Experience Specialist, London/Belfast
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer insights and experience. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've turned data into actionable insights in previous roles. This will demonstrate your ability to contribute to improving customer experiences right from the get-go.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team at AIB.
We think you need these skills to ace Customer Insights & Experience Specialist, London/Belfast
Some tips for your application 🫡
Show Your Passion: Let your enthusiasm for understanding customer needs shine through in your application. We want to see how your curiosity and experience in customer research can contribute to our mission of enhancing customer experiences.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant skills and experiences that align with the role. We love seeing how your background in data analysis or customer experience design fits into what we do at StudySmarter.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your communication is easy to follow and showcases your analytical skills effectively.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Allied Irish Banks
✨Know Your Customer Insights
Before the interview, dive deep into understanding customer insights and experience. Familiarise yourself with recent trends in customer behaviour and how they impact business decisions. This will help you speak confidently about how you can contribute to improving customer experiences.
✨Showcase Your Analytical Skills
Prepare to discuss your experience with data analysis tools like SQL, Python, or Excel. Bring examples of how you've used these skills to derive actionable insights from data. Being able to articulate your analytical process will impress the interviewers.
✨Communicate Clearly and Effectively
Practice presenting complex information in a clear and concise manner. You might be asked to explain your findings or recommendations, so being able to communicate effectively is key. Consider doing mock interviews to refine your presentation skills.
✨Demonstrate Collaboration Skills
Since this role involves working with cross-functional teams, be ready to share examples of how you've successfully collaborated in the past. Highlight your ability to build relationships and influence stakeholders, as this will show that you can be a trusted advisor within the company.