Customer Insight & Enablement Lead — Transformation

Albany Beck; Greater London; Hybrid; GBP 65,000 - 95,000; Full time

Job summary

Albany Beck is seeking an experienced Customer Insight & Enablement Manager to support a major customer transformation within a leading Financial Services organisation.

Role spans business change, customer insight, survey transformation, and stakeholder engagement, focusing on migrating Qualtrics to a UK platform and developing the Closed Feedback Loop strategy to drive customer-centric decisions.

Qualifications

• Experience delivering business change, transformation or business readiness initiatives.
• Experience within Customer Experience, Customer Insight, Voice of Customer, survey or customer feedback environments.
• Strong stakeholder management and influencing skills across multiple levels of seniority.
• Experience supporting technology or platform change involving business users and operational teams.
• Strong analytical skills with the ability to turn customer data and feedback into meaningful actions.
• Experience producing management information, presentations and executive-level reporting.
• Strong communication and presentation skills.
• Ability to manage multiple workstreams and competing priorities independently.
• Comfortable operating within ambiguity and adapting quickly as priorities change.
• Proactive, pragmatic and delivery-focused approach.

Responsibilities

• Lead business readiness activities across customer feedback and survey transformation projects.
• Support the migration of Qualtrics to a dedicated UK platform, ensuring effective business transition and adoption.
• Coordinate survey trigger migration activities and ensure UK business requirements are represented.
• Assess stakeholder and operational impacts arising from proposed changes.
• Work across project teams, business stakeholders and end users to ensure successful implementation.
• Identify readiness risks, dependencies and actions and drive these through to resolution.
• Support the development and implementation of the organisation's Closed Feedback Loop strategy.
• Help define how customer feedback is translated into visible business action.
• Develop approaches for communicating back to customers on improvements made as a result of their feedback.
• Identify opportunities to strengthen customer trust and demonstrate that customer feedback is driving change.
• Work with stakeholders to improve ownership and accountability for customer outcomes.
• Analyse customer feedback and survey results to identify trends, themes and opportunities for improvement.
• Translate customer data into clear, actionable recommendations for business stakeholders.
• Produce management information, presentations, executive summaries and reporting packs.
• Communicate customer insights clearly to both operational and senior leadership audiences.
• Provide analytical and reporting support during key reporting cycles.
• Support initiatives designed to embed customer-centric behaviours across the organisation.
• Develop communications and engagement activities that encourage customer-led decision-making.
• Build strong relationships across Customer, Change, Technology and operational teams.
• Facilitate workshops and engagement sessions with relevant stakeholder groups.
• Support wider Customer Experience and customer culture initiatives as priorities evolve.

Skills

Business change

Customer Experience

Voice of Customer

Survey

Stakeholder management

Technology change

Analysis

Reporting

Communication

Multi-workstreams

Ambiguity

Delivery-focused

Leadership

Tools

Qualtrics

Job description

Albany Beck is seeking an experienced Customer Insight & Enablement Manager to support a major customer transformation within a leading Financial Services organisation.

Role spans business change, customer insight, survey transformation, and stakeholder engagement, focusing on migrating Qualtrics to a UK platform and developing the Closed Feedback Loop strategy to drive customer-centric decisions.