Head of Customer Insight

3 months ago

London, United Kingdom Handelsbanken Full time

Job Introduction
We're looking for an experienced and strategic Head of Customer Insight to join our team. As the Head of Customer Insight, you'll play a crucial role in helping our organisation understand the market, consumer behaviour, and industry trends. Your expertise will guide our decision-making, inspire innovation, and ensure that we always keep our customers at the forefront of our plans and envision a successful future.

Customer Insight at Handelsbanken is one of the three key disciplines comprising the Experience Design Team, alongside Service Design and UX Design.

As the leader of our Insight Function, you'll have the chance to shape and expand the practice beyond its current size, in line with our business goals. Your role will involve setting the direction for the function and driving its growth, aiming to achieve outstanding research results and positive customer outcomes.

Reporting into the Head of Experience Design. We are a team of highly skilled, passionate and curious individuals enabling people all across the business to keep customers front of mind and innovate by integrating research and using design thinking to creatively solve problems in the bank.

Main Responsibilities
**Your role as a researcher**
- Develop and implement a comprehensive insight strategy aligned with the bank's objectives.
- Identify new business opportunities and improvements based on market insights and consumer trends.
- Establish key performance indicators (KPIs) to measure the effectiveness of insight led change activities.
- Conduct market research, analyse industry trends, and monitor competitor activities.
- Analyse customer behaviour data to uncover actionable insights for business decisions.
- Segment customers and develop targeted strategies to meet and exceed their specific needs.
- Monitor emerging trends for innovation and competitive advantage.

**Your role as a leader**
- Collaborate with stakeholders to effectively communicate insights and align strategies.
- Use the power of storytelling to share insights through presentations, reports, and visualisations.
- Foster cross-functional collaboration to integrate insights into strategies and initiatives.
- Stay updated with research methodologies and industry best practices for continuous improvement.
- Provide data-driven recommendations to support decision-making across the organisation.
- Work within cross-functional teams to integrate continuous research practice into products and services.
- Engage with senior executives and stakeholders to communicate the value and impact of service design.
- Lead and facilitate the implementation of service design initiatives and manage change.

**What you will need when it comes to craft**
- Extensive experience developing and implementing comprehensive insight strategies using market dynamics, consumer behaviour, and industry trends.
- Proven track record in conducting market research and analysing data to provide actionable insights for strategic decision-making.
- Strong understanding of consumer behaviour analysis, segmentation, and targeting to drive effective marketing and customer experience strategies.
- Ability to identify and interpret emerging trends in the banking industry, technology, and society for innovation and competitive advantage.
- Skills in data-driven decision-making, using research methodologies and analytics tools to derive meaningful insights.
- Track record of identifying new business opportunities and enhancing customer experiences based on market insights.
- Experience using Design Thinking methodologies, frameworks and tools

**What you will need when it comes to people**
- Expertise in engaging stakeholders and effectively communicating insights to influence decision-making.
- Experience of having worked within cross-functional teams to align strategies and initiatives with market insights.
- Proficiency in presenting complex insights clearly and compellingly through various communication channels.
- Commitment to continuous learning and development, staying updated with research methodologies and industry best practices.

**Compliance with the 5 Conduct Rules**
- Act with integrity;
- Act with due skill, care and diligence;
- Be open and co-operative with the FCA, PRA and other regulators;
- Pay due regard to the interests of customers and treat them fairly;
- Observe proper standards of market conduct.

**Core Values**
- Is business-oriented and focuses on the customer.
- Takes a long-term approach.
- Has the courage to make decisions.
- Is innovative and proactive.
- Takes responsibility for their own development.
- Has high ethical and moral standards.
- Likes good administrative order.
- Collaborates with others to achieve joint goals.
- Contributes to the development of operations and colleagues.

About The Company
Handelsbanken is a relationship bank with a decentralised way of working, a strong local presence thanks to a nationwide network of branches, and a long-ter

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