Customer Insight Manager

Hays Specialist Recruitment Limited
08 Feb 2017
08 Mar 2017
Contract Type
Full Time

Customer Insight Manager, £42,000 +, Birmingham, Permanent

Your new company
Your new company is a well-established retail financial services company. They are aspirational and pioneering with the service they provide to their customers.

Your new role
Your new, senior role has line management responsibilities and is integral in the direction of the business. The purpose of the role is as follows:

  • Take the lead on all insight generation across the business, helping to place the customer at the heart of the Bank and giving them a voice within it
  • Generate customer insight, both quantitative and qualitative to understand the needs of customers through the different end to end processes experienced by them, and appreciate how these needs are currently met by the Bank
  • Create and develop all insight and market research plans
  • Create and deliver all insight and market research activities to serve as a roadmap to drive customer experience improvements
  • Lead business decisions through the effective use of data
  • Report on insight activities to all audiences
  • Align the business to the benefits of using insight to make informed decisions

There will be a number of key tasks and responsibilities which you will be required to complete, broken down they consist of:

  • Customer experience strategy & implementation plan
  • Internal & external relationships
  • Customer insight / market research
  • Database development support
  • Monitoring & reporting
  • Market segmentation
  • Awareness of market / competitive trends
  • Customer care
  • Financial / cost management
  • Meeting attendance
  • Compliance and risk management
  • Service delivery

What you'll need to succeed
Due to the importance of this role it is essential that you as the ideal candidate meet the following criteria:

  • Degree educated or equivalent
  • Minimum 5 years' experience of working in an insight/market research function within either a client or agency environment
  • Knowledge of qualitative and quantitative research methodologies
  • Knowledge of consumer journey and segmentation models
  • Knowledge of brand equity measurement and tracking
  • Experience of developing supplier relationships and managing external suppliers
  • Ability to manage a research project from end to end
  • Strong numeracy and good basic analytical skills, able to effectively analyse complex data to support decision making, converting this raw data into useful information
  • Track record of using technology to compile and manipulate large amounts of customer data
  • Awareness of ethical research policy, protocols and guidelines in dealing with data and customer information
  • Broad awareness of the commercial environment for the banking industry in the UK, including competitors
  • Experience gained in a fast moving, commercial, customer centric operation supporting successful cross functional change to benefit the customer
  • Strategic thinker as well as being adept as a hands on do-er
  • Highly innovative with a can-do attitude - willing and able to test new ideas and concepts
  • Ability to facilitate idea generation sessions
  • High level of report writing skills, fluent in English language business communications
  • Personal impact and credibility with excellent communication skills, able to build strong enduring relationships and work successfully with a wide range of internal and external stakeholders, including board and executive level
  • An engaging, personable and professional style, with exceptional influencing skills and a focus on collaboration and team delivery
  • Proven track record of delivery, being organised and able to work to strict deadlines; able to manage own time and successfully deliver multiple priorities

What you'll get in return
In return you will get a salary of £42,000+ depending on experience, the opportunity to work in beautiful offices, and located to easy transport links and close to Birmingham City Centre

What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you but you are looking for a new position, please contact us for a confidential discussion on your career.

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