Customer Insight Manager

Aldermore Bank; Abercynon; On-site; GBP 50,000 - 65,000; Full time

Job summary

A specialized financial institution is looking for a Customer Insight Manager to enhance understanding of customer needs and influence strategic decisions. This role requires expertise in customer insight and analytics, alongside strong communication and stakeholder skills. You will lead research activities, manage customer feedback programs, and champion a customer-centric culture. Join a flexible and growing organization that values improvement and rewards competitively.

Benefits

Flexible working culture

Opportunities for progression

Core benefits and bonus potential

Qualifications

• Solid experience in financial services customer insight and primary research.
• Ability to analyze data and translate insights into stories.
• Strong relationship-building and influencing skills with stakeholders.

Responsibilities

• Shape customer-led strategy by analyzing trends.
• Lead customer insight and research activities.
• Manage customer listening programs and track market trends.

Skills

Customer insight experience

Data analysis

Stakeholder management

Clear communication

Organizational skills

Curiosity and adaptability

Tools

Voice of the Customer tools

Job description

As Customer Insight Manager, you'll play a key role in helping the Group truly understand its customers and use that insight to shape strategy and day‑to‑day decision making. Your work will directly influence how we grow sustainably, build stronger customer relationships, and deliver real value across our products and services.

You'll act as a trusted partner to our Property, Savings, Motor and Business Finance teams, building a deep understanding of customer needs and behaviours. Using a mix of qualitative and quantitative research, you'll turn insight into clear, practical recommendations that support customer‑led delivery for end customers, intermediaries and SMEs alike.

Working closely with teams across the business, you'll bring together research, market trends and customer data, translating them into actionable insights that inform planning, improve effectiveness and help each business line achieve its goals.

What will your day look like?

• Shape customer‑led strategy by identifying emerging customer needs, market trends and behavioural insights, and translating them into clear, commercially driven recommendations aligned to Aldermore's brand and growth ambitions.
• Partner with senior stakeholders across Property, Savings, Motor and Business Finance to define insight priorities, evolve propositions and ensure customer strategy is embedded into operational delivery for customers, intermediaries and SMEs.
• Lead end‑to‑end customer insight and research activity, combining mixed‑method research, KPI‑driven outputs and future‑focused insight plans to support near and mid‑term planning, forecasting and investment decisions.
• Own and evolve core customer listening programmes, including Voice of the Customer, NPS, customer panels and brand tracking, turning feedback into meaningful actions that improve experiences and business outcomes.
• Track and interpret market, competitor and customer trends, spotting opportunities for product development, messaging and engagement that deliver real value and drive a step change in how the business responds to customer needs.
• Champion a customer‑centric culture across the Group, working closely with product, operations, tech and people teams to embed insight into decision‑making.
• Manage research agency partnerships, and ensure all research meets regulatory, ethical and industry best practice standards.

Qualifications

• Solid experience in customer insight and primary research, ideally within Financial Services, with a good grasp of Voice of the Customer tools.
• Comfortable working with data and analytics, able to quickly spot what matters, turn insight into clear stories, and link findings back to commercial outcomes.
• Strong stakeholder skills, with the confidence to build relationships, influence decisions, and work effectively with teams at all levels of the organisation.
• Clear and engaging communication style, both written and verbal, with the ability to tailor messages so insight is easy to understand and relevant to your audience.
• Organised, detail‑focused and able to juggle priorities, managing a varied workload while delivering high‑quality outputs on time.
• Naturally curious, proactive and adaptable, with a passion for customer‑centric thinking, continuous improvement, and connecting insight to strategy, planning and performance.

What can you expect from us?

• A friendly and flexible culture, the same as how we work with our customers.
• A growing organisation that means there are lots of opportunities to progress.
• A drive for continuous improvement, which you will be empowered to get behind from day one.
• And of course, you will be rewarded competitively, with a good range of core benefits and bonus potential.

We're Aldermore – the award‑winning bank, trusted and highly rated by over a quarter of a million customers for more than a decade. With our range of specialist mortgages, savings accounts and business finance solutions, we're backing more people to go for it.

We thrive by saying "yes" to our customers. We respect the ingenuity of entrepreneurs and their start‑ups; we give first‑timers a leg‑up on the property ladder; we open up the lending market to many; and thousands of customers choose MotoNovo Finance every week to buy their next car, van or motorbike.

This is where you come in. We are on a journey. A journey defined by a destination; to deliver on our purpose.