Customer Insight Lead

We currently have a unique opportunity for a Customer Insight Lead to join a one-of-a-kind customer centric organisation in the not-for-profit space, whose solutions support customers and their families across the UK. The role will champion the use of customer insight across the business so that it flows constantly across the business, shapes our thinking, illuminates choices, provokes challenge, and drives a culture of customer focused, evidence-based decision making.

The role:

• To develop and own the vision and strategy for Customer Insight covering measurement, current and future market and customer trends, customer research both on-going (Voice of the customer / brand tracking) and ad-hoc (working with external suppliers, delivering deep dives and through our customer community).
• To build, lead, coach and inspire a team of 4 Insight professionals to deliver the agreed strategy and in doing so elevate the role of customer insight, the insight process, and the insight team.
• The Lead will work with the Customer Insight Analytics senior leadership team to organise, maintain and share our portfolio of insights and knowledge, ensuring that all relevant audiences have the latest knowledge at appropriate cadence and channel.
• The lead will support and ensure that knowledge and insight is appropriately disseminated to the relevant stakeholders across the organisation and is optimised for action.
• To support the Head of Customer Insight and Analytics, ensuring insights shape business decisions and drive a culture of customer-focused, evidence-based decision-making.

What you will bring:

• An expert in Customer Insight with proven experience of running an insight team that has created demonstrable change using insight outputs.
• Ability to promote best practice methodologies, capabilities, and ways of working to both stakeholders and your team ensuring that projects are set up for success and championing the trialling and adoption of new approaches to research techniques (e.g. A.I/ neuroscience).
• Significant experience of people management (direct, virtual and supplier) and leadership of teams (which spans 2nd line management and matrix management).
• Previous experience of designing and implementing approaches to customer insight that supports broadening our tooling and lifting the capability of the team to increase speed of insight to action and impact.
• Development of OKRs for Customer Insight team, strategically aligned, collaboratively agreeing priorities with stakeholders, ensuring alignment with CI Teams goals and objectives.
• Experience in translating strategy and goals into impactful Customer Insight plan and future roadmap aligning the customer insight agenda to deliver insights that shape and support the company’s ambitions, in collaboration with key internal customers.
• Previous experience of driving the organisation to engage with customer data by developing and delivering a strategy for data / insight democratisation.
• Ability to deliver compelling, data-driven presentations to the leadership team, translating complex insights into strategic recommendations that drive informed decision-making and inspire decisive action across the organisation.
• Ability to cultivate and maintain strong relationships with key external third parties and agencies to ensure high-quality deliverables, share best practice and drive innovative solutions.
• Ideally educated to a degree standard, ideally in applied statistics/operational research/management science.
• Insatiable curiosity with natural desire to relate to the commercial agenda of the business and to changes going on in the analytics and research domains.
• A collaborative leadership style with a wide perspective and proven ability to influence at senior levels.
• Ability to articulate analysis for a non-technical audience with clarity and in an engaging way.
• Proven experience of agile ways of working, ideally leading insight teams.
• Excellent interpersonal, communication and influencing skills coupled with sound commercial awareness.

On top of the salary, the successful candidate will receive a generous range of benefits which include 28 days holiday (with the option to buy or sell additional days), a 15% non-contributory pension scheme, Private Medical Cover and an annual discretionary performance related bonus.