We are working with a mission focused consumer finance business who are going through an exciting period of growth. They are looking to hire an Insight and Implementation Lead into their Customer Insights team in London. The role will be hybrid.

Client Details

The business are a high growth consumer finance business who are building out their customer insights business. They are looking to hire an Insights and Implementation Lead into their London Office. This is a hybrid role.

Description

Key Responsibilities for the Insights and Implementation Lead:

The Insight & Implementation Lead is responsible for developing, delivering and supporting the implementation of customer insight that enables the business to successfully navigate the current and future challenges their customers face.

To support the Head of Customer Insight and Analytics, ensure insights shape business decisions and drive a culture of customer-focused, evidence-based decision-making.

Main Responsibilities

• Supporting the Head of Customer Insight and Analytics to develop and implement the customer agenda, ensuring alignment with overall business objectives.
• Ability to build effective working relationships with key leadership teams (being part of those extended leadership teams) across the business and by proactively translate the business challenges into a programme of research and analytics work.
• Developing the CIA Roadmap of insight for key stakeholder group, co-ordinating CIA activities to support successful delivery this will include but not limited to briefing CIA team, co-ordinating delivery, agreeing/co-creating actions, and monitoring and measuring impact.
• Briefing internal insight & analytics team as well as external agencies on projects and working with them to ensure outputs are told in ways that demand action'
• Leading activities across CIA team to design, develop and implement segmentation model/ deepen understanding of value for money customer perception that enables deep understanding of customers, enables insight-led decision making and shapes business decision making and strategy.
• Lead the development of OKRs for CIA team, strategically aligned, collaboratively agreeing prioritise with stakeholders, ensuring alignment with CIA Teams goals and objectives
• Developing a compelling Customer narrative to help educate internal and external stakeholders of the current and future customer needs, and challenges to shape business decisions.
• Working with CIA SLT to develop and implement a multi-channel Insight communication strategy and calendar to ensure that we're reaching all relevant audiences with appropriate messaging at an appropriate frequency, through the best channels for them
• Support "the last mile" of insight; ensure that knowledge and insight is appropriately disseminated to the relevant stakeholders across the organisation and is optimised for action
• 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 organization.
• Cultivate and maintain strong relationship with key external third parties and agencies to ensure high-quality deliverables, share best practice and drive innovative solutions that enhance our overall performance
• Find efficient and effective ways to engage the wider business in the outputs so that they have data and insight at their fingertips (for example automation and visualization of customer analysis and portals that allow the rapid dissemination of information).
• Ensuring a continuous supply of broader marketplace and consumer trend insights to inform the customer perspective and future strategy.
• Champion agile ways of working by fostering iterative development, continuous improvement and cross-functional collaboration.
• Act as an integral member of the CIA leadership team, Marketing Wider Leadership Team (WLT), driving strategic initiatives, collaborating cross-functionally to deliver CIA team vision, and deputise for Head of Customer Insight & Analytics on occasion.

Profile

The successful candidate for the Insights and Implementation Lead role:

• Proven experience in conducting customer experience research and delivering insights that drive business decisions.
• Strong analytical and problem-solving capabilities with a demonstrated ability to analyse complex data sets.
• Educated to a degree standard, ideally in applied statistics, operational research, management science, or a related field.
• Insatiable curiosity and a natural desire to relate to the commercial agenda of the business and stay updated with changes in the research and analytics domains.
• Strong appreciation of different customer insight and analytics data sources.
• Ability to articulate (written and verbal) analysis and insights for a non-technical audience with clarity and in an engaging way.
• Excellent interpersonal, communication, and influencing skills coupled with sound commercial awareness.
• Proven experience of driving insight-led actions across complex organisations with demonstrable impact.
• Familiarity with Gen AI and its application in Customer Insight and Analytics teams.
• Robust knowledge of developing and delivering segmentation models.
• Robust knowledge of customer experiences management and CRM
• Exposure to analysing large data volumes.
• Consumer facing financial services experience not essential

Job Offer

Competitive.