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- Tasks: Lead customer insights and analytics to drive data-led decision-making and improve retention.
- Company: Join a dynamic, private equity-backed consumer services group with a national presence.
- Benefits: Competitive salary of £110,000 plus bonus, with opportunities for professional growth.
- 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.
- Other info: Collaborate with senior leaders and influence key decisions in a fast-paced environment.
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 London employer: Finatal
Contact Detail:
Finatal Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Insights in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work in customer insights or analytics. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Showcase your skills! Prepare a portfolio or case studies that highlight your experience in analytics and customer insights. This will help you stand out during interviews and demonstrate your value.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your answers and boost your confidence. Focus on how your past experiences align with the role of Head of Customer Insights.
✨Tip Number 4
Apply through our website! We make it easy for you to connect with us directly. Plus, it shows you’re genuinely interested in being part of our team and helps us keep track of your application.
We think you need these skills to ace Head of Customer Insights in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Head of Customer Insights role. 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—show us how you've used them! Provide examples of how you've influenced decision-making through data analysis and insights in previous roles. We love seeing real-world applications!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it makes the process smoother for everyone involved!
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 insights effectively and drive data-led decision-making across teams.