Insight and Implementation Lead

TN United Kingdom; London; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking an Insights and Implementation Lead to join their dynamic customer insights team in London. This hybrid role involves leveraging customer insights to drive strategic business decisions and foster a customer-centric culture. You'll collaborate with leadership to translate challenges into actionable research, design segmentation models, and create compelling narratives that resonate with stakeholders. If you're passionate about using data to influence business outcomes and thrive in a fast-paced environment, this is the perfect opportunity for you to make a significant impact.

Qualifications

• Proven experience in customer experience research influencing business decisions.
• Strong analytical skills to analyze complex data sets.

Responsibilities

• Develop and implement customer insights agenda aligned with business objectives.
• Create compelling customer narratives to inform stakeholders.

Skills

Customer experience research

Analytical skills

Communication skills

Project management

Segmentation models

Education

Degree in statistics

Degree in operational research

Degree in management science

Tools

Gen AI applications

CRM systems

Job description

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• Working for a high growth, mission focused consumer finance business
• This is a new role, reporting to Head of Customer Insights and Analytics

About Our Client

The business is a high growth consumer finance company building out their customer insights team. They are hiring an Insights and Implementation Lead for their London Office. This is a hybrid role.

Job Description

Key Responsibilities for the Insights and Implementation Lead: The role involves developing, delivering, and supporting customer insight initiatives to help the business navigate current and future customer challenges. The role supports the Head of Customer Insight and Analytics to ensure insights influence business decisions and foster a customer-focused, evidence-based culture. Main Responsibilities

• Assist in developing and implementing the customer insights agenda aligned with business objectives.
• Build effective relationships with leadership teams, translating business challenges into research and analytics projects.
• Create and manage the CIA Roadmap, coordinating activities and measuring impact.
• Brief internal teams and external agencies, ensuring insights are actionable.
• Lead activities to design segmentation models and deepen understanding of customer perceptions to inform decision-making.
• Develop and align OKRs for the CIA team with stakeholder priorities.
• Create compelling customer narratives to inform stakeholders of customer needs and challenges.
• Implement a multi-channel insight communication strategy to reach relevant audiences effectively.
• Disseminate insights across the organization for actionability.
• Deliver data-driven presentations to leadership, translating insights into strategic recommendations.
• Maintain relationships with external agencies to ensure quality and innovation.
• Enhance engagement with insights through automation, visualization, and portals.
• Provide ongoing market and consumer trend insights for strategic planning.
• Promote agile working practices and cross-functional collaboration.
• Act as a key member of the CIA leadership team, supporting strategic initiatives and deputizing for the Head of Customer Insight & Analytics when needed.

The Successful Applicant

Qualifications and Experience:

• Proven experience in customer experience research and insights that influence business decisions.
• Strong analytical skills with the ability to analyze complex data sets.
• Degree in statistics, operational research, management science, or a related field.
• Curiosity and a desire to align insights with the commercial goals of the business.
• Knowledge of various customer insight and analytics data sources.
• Ability to communicate insights clearly to non-technical audiences.
• Excellent interpersonal, communication, and influencing skills with commercial awareness.
• Experience in driving insight-led actions across organizations with measurable impact.
• Familiarity with Gen AI applications in Customer Insight and Analytics.
• Knowledge of segmentation models and customer experience management, including CRM.
• Experience analyzing large data volumes.
• Financial services experience is not essential but beneficial.