Customer Insights Lead

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• Working for a high growth consumer finance business
• This is a new role, reporting to Head of Customer Insights

About Our Client

The client is a high-growth consumer finance business building out their customer insights team to provide data-driven insights that inform business decisions and improve customer understanding.

Job Description

Responsibilities of the Customer Insights Lead:

What you\’ll be doing

To champion the use of customer insight across the business, ensuring insights are continuously integrated into decision-making, shaping strategies, and fostering a customer-focused, evidence-based culture.

Main Responsibilities

1. Promote best practices in research methodologies and capabilities, encouraging innovation such as AI and neuroscience techniques.
2. Develop and enhance customer listening posts (e.g., contact centres, social media, complaints data) and improve insight delivery speed and impact.
3. Establish and align OKRs for the Customer Insight team, ensuring strategic priorities are set collaboratively with stakeholders.
4. Maintain a steady flow of market and consumer trend insights to inform customer strategy.
5. Oversee major projects, ensuring insights and recommendations are practical and aligned with commercial outcomes.
6. Translate strategic goals into an impactful Customer Insight plan and roadmap.
7. Develop strategies for data and insight democratization to increase engagement across the organization.
8. Automate, visualize, and scale customer data insights to promote a dashboard-driven culture.
9. Evaluate and select appropriate tools, ensuring they align with strategy and deliver value.
10. Present complex data insights to leadership, providing strategic recommendations.
11. Build and maintain relationships with external agencies to ensure high-quality deliverables and innovative solutions.
12. Disseminate insights effectively across the organization to facilitate action.
13. Foster agile methodologies, continuous improvement, and cross-functional collaboration.
14. Lead, mentor, and develop team members to promote a high-performance, learning culture.
15. Participate in the CIA leadership team, contributing to strategic initiatives and deputizing for the Head of Customer Insight & Analytics when needed.

The Successful Applicant

Qualifications and Experience:

• Proven success leading insight teams that have driven meaningful change.
• Extensive experience managing teams and stakeholders, including suppliers.
• Degree in applied statistics, operational research, management science, or related fields.
• Strong curiosity and commercial awareness, with a keen interest in analytics and research domains.
• Deep understanding of various research methodologies and customer data sources.
• Collaborative leadership style with influence at senior levels.
• Excellent communication skills, capable of presenting technical insights to non-technical audiences.
• Strong analytical problem-solving skills.
• Experience with agile working methodologies, especially in insight teams.
• Membership in professional bodies (e.g., Market Research Society) is desirable.
• Experience analyzing large data sets and applying multivariate analysis techniques is advantageous.
• Exceptional interpersonal and influencing skills with commercial acumen.
• Financial services experience is not required.

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