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Join us as Director, Customer Insights

Take on this highly influential and transformational role in which you’ll lead on the design and delivery of our Customer Insight strategy and programmes in support of our overall Group strategy and risk appetite

You’ll be leading the Customer Insight centre of expertise, using insight to drive operational and creative strategies and act as the voice of the customer to influence customer centricity across the bank

You’ll enjoy considerable stakeholder interaction, and as a key member of the Marketing ExCo, you’ll leverage your leadership profile and make a lasting contribution to our business

What you'll do

Customer Insight is the voice of the customer in the room and the team turns customer feedback into actionable insights and compelling stories that have the power to affect real change across all our customer-facing businesses and franchises. Delivering best-in-class insights, you’ll lead a team who shape and influence decision-making at the highest levels of the bank which in turn will impact a customer base of over 19 million customers across retail, commercial and private banking markets. Fostering an innovative spirit, you’ll champion and drive the use of emerging technologies and trends to improve our diagnostics and insight capabilities across the bank.

This role will also see you designing our Customer Insight strategy, making decisions on resources and plans to prioritise and deliver the strategy within risk appetite. We’ll look to you to lead our Customer Insight team by translating the strategy into operational management activities that will deliver it, and inspiring and transforming the team to deliver great outcomes for the business and our customers and become trusted strategic insight partners.

Through brand and reputation insight and a marketing science focus, you’ll directly challenge and support Marketing to ensure strong and robust customer led thinking across the function’s activity. You’ll also be our strategic customer insight partner across the bank and encourage customer-led decision making.

Your other responsibilities will include:

Developing GenAI user cases to harness effective deployment of tooling to enhance impact

Recommending and delivering a portfolio of products and services in line with the Marketing service proposition

Acting as platform owner of key marketing data and technology contracts and managing vendor renewal and partnerships

Being accountable for marketing requirements and activities to address regulation changes that affect the bank’s relationship with customer data and technology

Owning all customer and campaign performance tracking studies and providing accurate reporting of key customer metrics across the bank

Delivering against the annual Customer Insight, Marketing Data & Analytics financial plan and budget, considering longer term requirements

Playing a key role in the Marketing leadership team and future transformation of department

The skills you'll need

We’re looking for an established leader with strong customer and market insight capability, and significant marketing experience in a large matrix organisation, ideally the financial services. Along with advanced interpersonal and influencing skills, you’ll have ability to build networks and relationships with senior stakeholders across an organisation.

You’ll also be expected to have:

Experience of leading and developing diverse professional or operational teams

Strong business acumen and the ability to contribute intelligently to business strategy discussions

Experience of utilising emerging technologies, such as GenAI

Strategic thinking with the ability to translate insights and strategy into action

Knowledge of and experience applying communications and marketing strategies, models and practices

Operational, financial and programme planning experience