Head of Insights Excellence

9 months ago

Edinburgh, United Kingdom NatWest Group Full time

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as Head of Insights Excellence
- You’ll play a pivotal role in shaping the future of insight in our organisation, challenging conventions, fostering collaborations and inspiring a culture of insight led decision making
- You’ll lead the Insight Excellence team, ensuring that our research operation, tooling and techniques are at optimal standard, taking advantage of innovations such as AI across market research and UX research, enabling insights to fuel stronger customer understanding across the bank
- This is your opportunity to lead and coach a talented pipeline of insight professionals across all aspects of customer insight and market research

**What you'll do**:
As our Head of Insights Excellence, you’ll lead the Customer Insight team to deliver across all research, including UX, making sure we harness the power of insights, improving understanding of our customers through storytelling, and enabling our stakeholders and colleagues to self-serve relevant insights and make the right decisions.

You’ll be accountable for the output of your team of insight professionals, making sure they deliver to the brief and land results with impact that inspires action which is critical to the future success of our Customer Insight team.

You’ll also be:

- Leading the standard of our insight programmes and ad hoc insight activity, automating reporting and implementation of AI techniques where applicable
- Developing and driving an Insight Excellence approach that underpins the successful deployment of Customer Insight Strategy
- Governing and advancing insight capability, ensuring source and survey integrity, including data, sampling, questionnaire support, analysis and reporting
- Driving the delivery of our CX measurement framework and central research tooling, including, but not limited to, democratisation of insights and the ability to connect insights from multiple sources to provide holistic understanding
- Driving the delivery of insight enablement that enhances our Customer Insight teams storytelling and drives actionable insight across multiple sources
- Leading the UX research insight strategy to meet the needs of the business, harnessing the power of connected insights
- Driving reporting automation to create efficiencies for insight discovery, design and manage user friendly tools, automated reports, AI and dashboards
- Develop strong and collaborative partnerships with internal insight providers such as Digital X and D&A and external suppliers to support the successful delivery of Customer Insight Strategy
- Leading engagement with external parties and bodies to inform Insight Excellence strategy and embed best practice

**The skills you'll need**:
We’re seeking a research professional with a strong understanding of insight standards, as well as good knowledge of innovative tools and techniques such as AI, which can enhance our impact. We’ll be looking for you to have extensive senior level experience of market research or customer insight with a strong understanding of brand portfolio and customer segments.

Along with the ability to focus on insight programmes which match business priorities across multiple brands, you’ll have experience of managing both qualitative and quantitative research studies. You’ll have proven experience of bridging the gap between data, business context and research, including market research, UX research and behavioural science,

You’ll also demonstrate:

- A good understanding of the tools and techniques that deliver the CI plan, such as customer feedback measurement tooling and brand tracking systems
- Experience of working within a marketing function and using insight to drive decision
- The ability to aggregate insight from multiple sources, creating compelling and coherent stories to help senior leaders convert research and data into simple and actionable strategies
- Strong influencing skills and the ability to build strong collaborative relationships at senior levels across a diverse range of functions
- The ability to think strategically and implement strategies to attain business objectives
- An understanding of external regulations and their impact on the customer and marketing strategy
- An analytical and highly numerate mindset with the ability to distil large volumes of data to identify trends and patterns

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