Senior Customer Insight & Enablement Lead

Albany Beck; Slough; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Albany Beck is seeking an experienced Customer Insight & Enablement Manager to support a major customer transformation within a leading Financial Services organisation. The role sits within the Customer Intelligence & Enablement function, spanning business change, customer insight, survey transformation, business readiness and stakeholder engagement.

A key focus is migrating Qualtrics to a dedicated UK platform and refining survey triggers, while developing the organisation's Closed Feedback

Qualifications

• Experience delivering business change or transformation initiatives.
• Experience within Customer Experience, Voice of Customer, survey or customer feedback environments.
• Strong stakeholder management across multiple levels of seniority.
• Experience supporting technology or platform change involving business users and operational teams.
• Strong analytical skills with the ability to turn customer data into actionable actions.
• Experience producing management information, presentations and executive-level reporting.
• Strong communication and presentation skills.
• Ability to manage multiple workstreams and competing priorities.
• Comfortable operating within ambiguity and adapting quickly.

Responsibilities

• Lead business readiness activities across customer feedback and survey transformation projects.
• Support migration of Qualtrics to UK platform with effective adoption.
• Coordinate survey trigger migration and represent UK business requirements.
• Assess stakeholder and operational impacts of proposed changes.
• Collaborate with project teams and stakeholders to ensure successful implementations.
• Identify readiness risks and drive actions to resolution.
• Develop and implement the Closed Feedback Loop strategy.
• Translate customer feedback into visible business actions.
• Communicate improvements back to customers based on feedback.

Skills

Experience delivering business change

Customer Experience

Voice of Customer

Survey/Feedback

Stakeholder management

Analytical skills

Management information

Communication skills

Multi-workstream delivery

Ambiguity tolerance

Job description

Albany Beck is seeking an experienced Customer Insight & Enablement Manager to support a major customer transformation within a leading Financial Services organisation. The role sits within the Customer Intelligence & Enablement function, spanning business change, customer insight, survey transformation, business readiness and stakeholder engagement.

A key focus is migrating Qualtrics to a dedicated UK platform and refining survey triggers, while developing the organisation's Closed Feedback