At a Glance
- Tasks: Lead customer insights to drive data-led decisions and improve retention across multiple sites.
- Company: Dynamic consumer services group backed by private equity, focused on growth.
- Benefits: Competitive salary of £110,000 plus bonus, with opportunities for professional development.
- Other info: Collaborative environment with strong focus on data-driven decision-making.
- Why this job: Make a real impact by shaping customer strategies and enhancing business performance.
- Qualifications: 8+ years in analytics or customer insights, preferably in multi-site consumer-facing roles.
The predicted salary is between 110000 - 110000 £ per year.
We are supporting a private equity-backed, multi-site consumer services group with a national footprint to appoint a Head of Customer Insights. This role is critical in building a best-in-class customer insights and analytics capability, enabling consistent measurement, improved retention, and data-led decision-making across a distributed network.
The position sits at the heart of the commercial function, partnering closely with Operations, Marketing, and Finance to drive customer lifetime value and network performance.
Key Responsibilities- Own and deliver the Customer Insights roadmap, spanning acquisition (NCT), retention, and forward-looking forecasting across a multi-site estate.
- Establish and embed a single source of truth for customer metrics (Active Clients, Lapse, NCT, LTV), driving consistency across sites and central functions.
- Lead full-funnel performance analysis, linking marketing spend through to customer value and ROI at both central and site level.
- Identify and prioritise key growth levers across acquisition and retention, with clear visibility on impact and payback.
- Translate insight into practical, site-level playbooks, supporting frontline teams in improving customer outcomes.
- Partner with Commercial, Operations, and Finance leadership to embed data-driven decision-making into trading rhythms.
- Deliver regular executive reporting, providing clear insight into performance trends, risks, and forward outlook.
- 8+ years’ experience in analytics, customer insights, or commercial strategy.
- Strong preference for candidates from multi-site, retail, healthcare, or other distributed consumer-facing models.
- Demonstrable experience operating in scaled, location-based businesses, where consistency of data and execution is key.
- Strong commercial mindset, with the ability to connect customer metrics to revenue, margin, and EBITDA performance.
- Experience building or embedding KPI frameworks and performance governance across complex organisations.
- Track record of influencing senior stakeholders across both central and operational teams.
- Proven ability to move from reporting to predictive and action-oriented analytics.
Head of Customer Insights in City of London employer: Finatal
As a leading private equity-backed consumer services group based in North London, we pride ourselves on fostering a dynamic work culture that prioritises collaboration and innovation. Our commitment to employee growth is evident through tailored development programmes and the opportunity to influence key business decisions, making this an ideal environment for those looking to make a meaningful impact in customer insights and analytics.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Insights in City of London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. We can’t stress enough how important it is to make connections that could lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We recommend practising common interview questions and having your own questions ready to show your interest and insight into the role.
✨Tip Number 3
Showcase your skills with a portfolio or case studies. If you’ve got experience in customer insights, bring examples of your work to the table. We love seeing how you’ve made an impact in previous roles!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we’re always looking for passionate individuals who want to make a difference in customer insights.
We think you need these skills to ace Head of Customer Insights in City of London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Head of Customer Insights. Highlight your experience in analytics and customer insights, especially in multi-site environments. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer insights and how you can drive data-led decision-making. Be sure to mention any relevant achievements that showcase your expertise.
Showcase Your Analytical Skills:In your application, don’t just list your skills—demonstrate them! Share specific examples of how you've used data to influence business decisions or improve customer outcomes. We love seeing real-world applications of your talents.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Finatal
✨Know Your Metrics
Before the interview, brush up on key customer metrics like Active Clients, Lapse, and LTV. Be ready to discuss how you’ve used these metrics in past roles to drive decision-making and improve retention.
✨Showcase Your Analytical Skills
Prepare examples of how you've conducted full-funnel performance analysis. Highlight specific instances where your insights led to actionable strategies that improved customer outcomes or ROI.
✨Understand the Business Landscape
Familiarise yourself with the company’s market position and competitors. Being able to discuss industry trends and how they impact customer insights will show that you’re not just a data person, but also a strategic thinker.
✨Engage with Stakeholders
Think about how you’ve influenced senior stakeholders in previous roles. Prepare to share stories that demonstrate your ability to communicate complex data insights in a way that resonates with both central and operational teams.
