Customer Insight Manager

BNP Paribas Personal Finance; Metropolitan Borough of Solihull; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Flexible benefits package

Contributory pension

Health cash plan

Hybrid working

Job summary

BNP Paribas Personal Finance is seeking a Customer Insight Manager to drive commercial value through advanced analytics. You will understand customer behavior, build diagnostics for marketing activity, and develop decision-support tools to optimise profitability across channels.

You will lead the analytics function within a flexible hybrid setup, collaborating with stakeholders to translate insights into strategic actions and measurable outcomes for the business.

Qualifications

• Proven experience in managing and supervising a team and upskilling colleagues.
• Experience engaging with third parties and presenting to senior stakeholders external to the business.
• Ability to work with large data sets using SAS/SQL/Python.

Responsibilities

• Understand customer profiles and behaviour of a credit consumer.
• Build diagnostics of marketing activity to show campaign profitability levers.
• Test and learn using A/B & MVT and report results to the wider business.
• Create customer segmentation to tailor engagement and messaging.
• Provide insights to optimise marketing spend and channel performance.

Skills

Leadership

Stakeholder management

Data analysis

Finance mindset

Tools

SAS

SQL

Python

Job description

Location: Solihull; a flexible hybrid working model which supports you as well as enabling you to work collaboratively with your colleagues

Contract: Full-time, Permanent

About Us

At BNP Paribas Personal Finance, we’re part of a global banking group with a simple mission: to provide straightforward consumer finance solutions that help customers make responsible financial decisions. We partner with leading UK retailers and brands to support their customers finance purchases responsibly.

The Role

Working in the Analytics team, the Customer Insight Manager provides delivery of commercial value through the usage of analytical methods to deliver actionable insight. The aim is to understand, test, predict customer & marketing profitability and its associated levers. They also contribute to the development of the business through:

• exploitation of customer knowledge & insight
• statistic survey of our portfolios
• implementation of decision support tools

Assuring visibility of customer insight within BNP Paribas Personal Finance and Strategic retail partners.

Key Responsibilities

• Understand customer profile and behaviour of a credit consumer
• Control and build actual/quantified diagnostics of marketing activity (business lines, products, etc) that provide a clear vision of campaign efficiency, statistical significance & profitability levers
• Test and learn: Implement A/B & MVT and communicate performance results to wider business
• Build customer segmentation to treat and engage with customers differently through marketing content
• Provide insight into optimising marketing based on budget and customer behaviour
• Analysis of recommendations to improve performance if Digital Channels, assessing KPIs such as conversion, ROI and CLTV and digitally acquired customers, Affiliates/Aggregators, PPC, SEO, Email, SMS and in-app push notifications

Skills and Attributes

• Proven experience in managing and supervising a team, defining the assignments of colleagues, assessing them and guaranteeing their upskilling
• Manage and engage relationships with third parties, with experience of presenting to senior stakeholders external to the business
• Can work with large data sets, summarising data efficiently and effectively using SAS/SQL/Python
• Ideally you will have financial services experience and be adept at knowing what drives profit and profitable behaviour

Could this be you?

Making a positive impact is at the heart of everything we do. We’re looking for people who live by our values, who are positive, brave, and own it. Don’t let confidence hold you back. You don’t need to meet every requirement - if you have around 75% of the skills and the right attitude, we’d love to hear from you.

What’s in it for you

As a Top Employer UK, we offer a supportive, inclusive environment and a flexible benefits package that you can tailor to your lifestyle. Highlights include:

• Competitive salary and comprehensive package, contributory pension, and health cash plan
• Opportunity to buy/sell holiday giving you even more control over your work-life balance
• Flexible benefits including private medical insurance and lifestyle discounts
• A culture that values collaboration, development, and wellbeing

Your Application Journey

• Call with our Talent Acquisition team
• Informal chat with the Hiring Manager
• Competency-based interview including a short presentation (90 minutes in total)

We aim to complete the process within 3-4 weeks, depending on availability. If you’re not shortlisted, we’ll still let you know the outcome. Please note that this role may close early once we have enough suitable applicants, so apply soon.

We’re committed to creating an inclusive workplace and ensuring equal opportunities for all, regardless of age, disability, gender, identity, race, religion, sexual orientation, or background.