Customer Insights Lead

Responsibilities of the Customer Insights Lead:

What you'll be doing

To 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. Main Responsibilities

• An expert in your field you will promote best practice methodologies, capabilities, and ways of working to both stakeholders and your team ensuing that projects are set up for success and championing the trialling and adoption of new approaches to research techniques (e.g. A.I/ neuroscience).
• Leading the development of our approach to customer insight that supports broadening our listening posts (e.g. contact centre, social media and complaints data); enhancing our tooling and lifting the capability of the team to increase speed of insight to action and impact.
• Leading the development of OKRs for Customer Insight team, strategically aligned, collaboratively agreeing prioritise with stakeholders, ensuring alignment with CI Teams goals and objectives.
• Ensuring a continuous supply of broader marketplace and consumer trend insights in as much as they inform the customer perspective and our future customer strategy.
• Providing quality control and oversight of major projects (briefs, insight & outputs) ensuring recommendations are practically doable and have a clear line of sight to expected commercial outcomes (commonly satisfaction / renewal / new product adoption / cost to serve and campaign ROI).
• Translating strategy and goals into impactful Customer Insight plan and future roadmap aligning the customer insight agenda to deliver insights that shape and support business ambitions, in collaboration with key internal customers.
• Driving the organisation to engage with customer data by developing and delivering a strategy for data / insight democratisation.
• Ensuring that as far as possible customer insight & BI generation is scaled, automated, visualised to drive engagement (driving a dash boarding culture) and rapidly disseminated.
• Ensuring a fit-for-purpose toolset through the continuous evaluation of the tools available in the wider marketplace and that our suppliers fully understand our strategy, deliver value for money, and deliver insight that demands 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 organisation.
• 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.
• 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
• Champion agile ways of working by fostering iterative development, continuous improvement and cross-functional collaboration.
• Lead, coach and mentor team members to foster a culture of continuous learning and high performance, providing clear guidance, constructive feedback, and opportunities for growth that empower individuals and enhance overall team effectiveness.
• 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.