Hybrid: Strategic Customer Intelligence Lead

Royal Bank of Scotland; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Royal Bank of Scotland is seeking a Customer Intelligence & Insight Analysis Lead to design and deliver strategic insight programmes. You will translate complex analysis into clear customer insights and recommendations, influencing senior stakeholders to drive customer-focused decisions.

The role involves leading research from design to action planning, delivering actionable insights across multiple brands, and engaging with external practitioners to stay current with techniques.

Qualifications

• Experience in market research or customer insight on client or agency side.
• Ability to focus on insight programmes to match business priorities across brands.
• Experience managing qualitative and quantitative research studies.
• Understanding of external regulations and their impact on customer and marketing strategy.

Responsibilities

• Produce executive-ready papers, briefings and presentations for ExCo, RemCo and Board audiences leveraging AI best practice and agentic tooling.
• Translate complex analysis into clear customer insights and recommendations.
• Influence stakeholders to drive customer-focused decisions.
• Lead customer research programmes from design to action planning.
• Ensure research outputs are commercially relevant and actionable.
• Deliver multi-source actionable insight.
• Challenge and add value to insight briefs.
• Engage with external practitioners to stay up to date with latest techniques.

Skills

Executive briefings

Customer insights

Stakeholder influence

Research leadership

Multi-source insights

External collaboration

Job description

Royal Bank of Scotland is seeking a Customer Intelligence & Insight Analysis Lead to design and deliver strategic insight programmes. You will translate complex analysis into clear customer insights and recommendations, influencing senior stakeholders to drive customer-focused decisions.

The role involves leading research from design to action planning, delivering actionable insights across multiple brands, and engaging with external practitioners to stay current with techniques.