Customer Intelligence & Insight Analysis Lead (13 months)

NatWest Group; City of Edinburgh; On-site; GBP 60,000 - 90,000; Full time

Job summary

NatWest Group seeks a Customer Intelligence & Insight Analysis Lead to design and deliver strategic insight programmes across multiple brands. You will translate complex findings into actionable customer insights and recommendations, influencing senior stakeholders to drive customer-centric decisions.

You will lead research programmes from design to action planning, ensuring outputs are commercially relevant and timely, with engagement with external practitioners to stay current with techniques.

Qualifications

• Experience in market research or customer insight on either client or agency side.
• Ability to structure insight programmes to align with multiple brands.
• Experience managing qualitative and quantitative studies.

Responsibilities

• Producing executive-ready papers and briefings for ExCo, RemCo and Board audiences.
• Translating complex analysis into clear customer insights and recommendations.
• Influencing stakeholders to drive customer-focused decisions.
• Leading customer research programmes from design through action planning.
• Ensuring research outputs are commercially relevant and actionable.
• Delivering multi-source actionable insight.
• Challenging and adding value to insight briefs.
• Engaging with external practitioners to stay updated on techniques.

Skills

Market research

Customer insights

Stakeholder management

AI tooling

Job description

Join us as a Customer Intelligence & Insight Analysis Lead

• If you’re a strategic thinker with a passion for insight, this could be your ideal role
• You’ll inspire colleagues and stakeholders to make good decisions based on your insight briefs and stories
• Joining a forward-thinking and influential team, you can expect great visibility for you and your work
• We're offering this role for a period of 13 months

What you'll do

As a Customer Intelligence & Insight Analysis Lead you’ll be designing and delivering a range of strategic insight programmes and projects. In doing this, you’ll make recommendations based on existing insight and integrating these with new findings.

Day to day, you’ll be required to:

• Producing executive-ready papers, briefings and presentations for ExCo, RemCo and Board audiences leveraging AI best practice and agentic tooling
• Translating complex analysis into clear customer insights and recommendations
• Influencing stakeholders to drive customer-focused decisions.
• Leading customer research programmes from design through to action planning
• Ensuring research outputs are commercially relevant and actionable
• Delivering multi-source actionable insight
• Challenging and adding value to insight briefs
• Engaging with external practitioners to make sure we remain up to date with the latest techniques

The skills you'll need

We’ll be looking for you to have experience of market research or customer insight on either the client or agency side. You’ll have the ability to focus on insight programmes to match business priorities across multiple brands, and will have experience of managing qualitative and quantitative research studies.

Along with this, you’ll need:

• An understanding of external regulations and their impact on the customer and marketing strategy
• Excellent communication skills, both verbally and in writing
• Strong influencing skills and the ability to build strong relationships with colleagues at all levels
• The ability to deliver multiple projects on time and in budget