Strategic Customer Insight & Enablement Lead

Albany Beck; Birmingham; On-site; GBP 70,000 - 100,000; Full time

Job summary

Albany Beck is seeking an experienced Customer Insight & Enablement Manager to drive a major customer transformation for a leading Financial Services client. This hands-on role covers business readiness, customer insight, and survey transformation, including migrating Qualtrics to a UK platform and enhancing the customer feedback loop.

The role emphasizes shaping customer-centric decision-making, managing multiple priorities, and partnering with stakeholders across Customer, Change and

Qualifications

• Experience in customer experience, customer insight, or Voice of Customer environments.
• Strong stakeholder management across multiple levels of seniority.
• Experience with Qualtrics or similar enterprise feedback platforms.

Responsibilities

• Lead business readiness activities across customer feedback and survey transformation projects.
• Support migration of Qualtrics to a dedicated UK platform with adoption planning.
• Coordinate survey trigger migrations and ensure UK requirements are represented.
• Assess impacts on stakeholders and operations from proposed changes.
• Produce management information, presentations and executive reporting.

Skills

Business change

Customer insight

Stakeholder management

Survey platforms

Data analysis

Tools

Qualtrics

Job description

Albany Beck is seeking an experienced Customer Insight & Enablement Manager to drive a major customer transformation for a leading Financial Services client. This hands-on role covers business readiness, customer insight, and survey transformation, including migrating Qualtrics to a UK platform and enhancing the customer feedback loop.

The role emphasizes shaping customer-centric decision-making, managing multiple priorities, and partnering with stakeholders across Customer, Change and