Edinburgh
Full Time
Permanent
Competitive
Join us as Director, Customer Insights
What you'll do
Customer Insight is the voice of the customer in the room and the team turns customer feedback into actionable insights and compelling stories that have the power to affect real change across all our customer-facing businesses and franchises. Delivering best-in-class insights, you’ll lead a team who shape and influence decision-making at the highest levels of the bank which in turn will impact a customer base of over 19 million customers across retail, commercial and private banking markets. Fostering an innovative spirit, you’ll champion and drive the use of emerging technologies and trends to improve our diagnostics and insight capabilities across the bank.
This role will also see you designing our Customer Insight strategy, making decisions on resources and plans to prioritise and deliver the strategy within risk appetite. We’ll look to you to lead our Customer Insight team by translating the strategy into operational management activities that will deliver it, and inspiring and transforming the team to deliver great outcomes for the business and our customers and become trusted strategic insight partners.
Through brand and reputation insight and a marketing science focus, you’ll directly challenge and support Marketing to ensure strong and robust customer led thinking across the function’s activity. You’ll also be our strategic customer insight partner across the bank and encourage customer-led decision making.
Your other responsibilities will include:
The skills you'll need
We’re looking for an established leader with strong customer and market insight capability, and significant marketing experience in a large matrix organisation, ideally the financial services. Along with advanced interpersonal and influencing skills, you’ll have ability to build networks and relationships with senior stakeholders across an organisation.
You’ll also be expected to have:
Edinburgh
Full Time
Permanent
Competitive