Head of Customer Analytics and Reporting

Royal London; City of Edinburgh; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading mutual life and pensions company is seeking a Head of Customer Analytics and Reporting to lead a new team responsible for strategic data and reporting capabilities. This senior role demands expertise in Consumer Duty requirements, analytical thinking, and exceptional communication skills to drive customer outcomes and insights across the organization. The position offers a hybrid working arrangement and competitive benefits.

Benefits

28 days annual leave

14% employer matching pension scheme

Private medical insurance

Qualifications

• Proven senior leadership experience in a strategic, insight-led role, ideally within financial services or a regulated environment.
• Deep understanding of Consumer Duty requirements and their practical application in a business context.
• Strong analytical thinking with the ability to guide teams in shaping analysis and extracting insights from complex data.
• Exceptional written communication skills for conveying complex concepts to executive audiences.
• Excellent stakeholder management and influencing skills.

Responsibilities

• Lead the development and delivery of Consumer Duty reporting including the annual Board Report.
• Ensure effectiveness of governance forums focused on customer outcomes.
• Drive the strategic development of customer analytics capabilities.
• Collaborate across teams to identify opportunities to improve customer outcomes.

Skills

Analytical thinking

Stakeholder management

Written communication

Leadership

Job description

Job Title: Head of Customer Analytics and Reporting

Contract Type: Permanent

Location: Edinburgh or Alderley Park or London

Working style: Hybrid 50% home/office based

Closing date: 20th November 2025

We have a fantastic opportunity for a senior leader to head up a newly established team that sits at the heart of delivering great outcomes and experiences for our customers. This is a broad, strategic and high‑impact role, responsible for ensuring that Royal London’s data and reporting capabilities are fully aligned with our business strategy and Consumer Duty requirements.

As part of the Customer Insight and Outcomes function, you’ll play a pivotal role in bringing together data and insight on customer needs, behaviours and expectations to identify opportunities to improve outcomes and experiences and deepen our relationship with them.

You’ll lead on executive and regulatory reporting, including the production of Royal London’s annual Consumer Duty Board Report, and ensure the effectiveness of key governance forums such as the Customer Committee and Independent Governance Committee. A key focus will be on developing our customer analytics capability and working with the outcome monitoring teams to embed efficient, insight‑led processes to monitor and evidence the delivery of good outcomes.

This role requires a strong understanding of Consumer Duty guidance and the ability to translate regulatory expectations into clear data and reporting requirements. It also demands intellectual rigour – guiding how we use data and insight to challenge assumptions, uncover opportunities and champion the customer voice at the highest levels of the organisation.

About the Role

• Lead the development and delivery of Royal London’s Consumer Duty reporting, including the annual Board Report and other executive and regulatory outputs.
• Ensure the effectiveness of governance forums focused on customer outcomes, including the Customer Committee and Independent Governance Committee.
• Drive the strategic development of customer analytics capabilities, embedding data and insight into monitoring processes.
• Translate Consumer Duty requirements into clear data and reporting needs, ensuring alignment with regulatory expectations and business strategy.
• Guide the team’s approach to analysing customer data, ensuring the most valuable insights are being surfaced to inform strategic decisions and deepen customer relationships.
• Collaborate across teams to identify opportunities to improve customer outcomes and experiences, using insight to inform decision‑making and drive change.
• Build efficient and effective processes for teams monitoring customer outcomes, ensuring consistency, rigour and impact.
• Act as a senior leader within the Customer Insight and Outcomes function, contributing to its vision, strategy and culture.

About You

Essential:

• Proven senior leadership experience in a strategic, insight‑led role, ideally within financial services or a regulated environment.
• Deep understanding of Consumer Duty requirements and their practical application in a business context.
• Strong analytical thinking, with the ability to guide teams in framing the right questions, shaping analysis and extracting meaningful insights from complex data.
• Demonstrate intellectual rigour – able to challenge assumptions, synthesise evidence, and translate insight into strategic action.
• Exceptional written communication skills, with the ability to convey complex concepts clearly, concisely and accurately for executive and Board‑level audiences.
• Excellent stakeholder management and influencing skills, with the ability to engage credibly at all levels of the organisation.
• Experience of leading cross‑functional initiatives and embedding customer insight into business processes.

Desirable:

• Experience of working with governance committees or regulatory bodies.
• Familiarity with customer analytics tools and techniques.
• A passion for improving customer outcomes and driving meaningful change.

About Royal London

We’re the UK's largest mutual life, pensions and investment company, offering protection, long‑term savings and asset management products and services.

Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve.

We’ve always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance. You can see all our benefits here - Our Benefits

Inclusion, diversity and belonging

We’re an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.