Insight & Implementation Lead

JR United Kingdom; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking an Insight & Implementation Lead to transform customer insights into actionable strategies. This role involves developing a comprehensive understanding of customer needs and challenges, collaborating with various stakeholders, and driving a culture of evidence-based decision-making. The successful candidate will play a pivotal role in shaping the organization’s customer agenda, ensuring alignment with business objectives. With a generous benefits package and a commitment to personal development, this position offers a unique opportunity to make a significant impact in the not-for-profit sector.

Benefits

28 days holiday

15% non-contributory pension scheme

Private Medical Cover

Annual discretionary performance-related bonus

Qualifications

• Proven experience in conducting customer experience research.
• Strong analytical and problem-solving capabilities.
• Educated to a degree standard in a relevant field.

Responsibilities

• Develop and implement customer insight to drive business decisions.
• Collaborate with stakeholders to deliver insight-led actions.
• Lead development of segmentation models for customer understanding.

Skills

Customer Experience Research

Analytical Skills

Problem-Solving

Communication Skills

Interpersonal Skills

Commercial Awareness

Insight-Led Decision Making

Curiosity

Education

Degree in Applied Statistics

Degree in Operational Research

Degree in Management Science

Tools

Gen AI

CRM Systems

Job description

Hybrid working (minimum 3 days per week onsite)

We currently have a unique opportunity for an Insight & Implementation Lead to join a one-of-a-kind customer centric organisation in the not-for-profit space, whose solutions support customers and their families across the UK.

The Insight & Implementation Lead is responsible for developing, delivering and supporting the implementation of customer insight that enables the company to successfully navigate the current and future challenges their customers face. On a day-to-day basis, the postholder will co-ordinate insight activities across CIA, develop a comprehensive fact base of customer knowledge and actionable insights, dashboards and scorecards that enables the business to achieve its ambitions.

The postholder will collaborate with key stakeholders to understand, agree and deliver requirements of Customer Insight Analytics, to enable insight-led business decisions and drive a culture of customer-focused, evidence-based decision making.

The role

• Supporting the Head of Customer Insight and Analytics to develop and implement the customer agenda, ensuring alignment with overall business objectives.
• Ability to build effective working relationships with key leadership teams (being part of those extended leadership teams) across the business and proactively translate the business challenges into a programme of research and analytics work.
• Developing the CIA Roadmap of insight for key stakeholder group, co-ordinating CIA activities to support successful delivery; this will include but not be limited to briefing CIA team, co-ordinating delivery, agreeing/co-creating actions, and monitoring and measuring impact.
• Briefing internal insight & analytics team as well as external agencies on projects and working with them to ensure outputs are communicated in ways that demand action.
• Leading activities across CIA team to design, develop and implement segmentation models that deepen understanding of value for money customer perception, enabling insight-led decision making and shaping business strategy.
• Lead the development of OKRs for CIA team, strategically aligned, collaboratively agreeing priorities with stakeholders, ensuring alignment with CIA Teams goals and objectives.
• Developing a compelling Customer narrative to help educate internal and external stakeholders about the current and future customer needs and challenges to shape business decisions.
• Working with CIA SLT to develop and implement a multi-channel Insight communication strategy and calendar to ensure that we're reaching all relevant audiences with appropriate messaging at an appropriate frequency, through the best channels for them.

About You

• Proven experience in conducting customer experience research and delivering insights that drive business decisions.
• Strong analytical and problem-solving capabilities with a demonstrated ability to analyse complex data sets.
• Educated to a degree standard, ideally in applied statistics, operational research, management science, or a related field.
• Insatiable curiosity and a natural desire to relate to the commercial agenda of the business and stay updated with changes in the research and analytics domains.
• Strong appreciation of different customer insight and analytics data sources.
• Ability to articulate (written and verbal) analysis and insights for a non-technical audience with clarity and in an engaging way.
• Excellent interpersonal, communication, and influencing skills coupled with sound commercial awareness.
• Proven experience of driving insight-led actions across complex organisations with demonstrable impact.
• Familiarity with Gen AI and its application in Customer Insight and Analytics teams.
• Robust knowledge of developing and delivering segmentation models.
• Robust knowledge of customer experience management and CRM.
• Exposure to analysing large data volumes.
• Familiarity with techniques to deduce influences from different attributes (e.g., multiple regression, multivariate analysis of variance, discriminant analysis, max diff, conjoint).
• Excellent interpersonal, communication and influencing skills coupled with sound commercial awareness. You will have the ability to work with stakeholders, leaders and multiple teams to create and deliver value.

On top of the salary, the successful candidate will receive a generous range of benefits which include 28 days holiday (with the option to buy or sell additional days), a 15% non-contributory pension scheme, Private Medical Cover and an annual discretionary performance-related bonus.