Customer Insights Director

1 month ago


Manchester, United Kingdom NatWest Full time
About the Role

We are seeking an experienced and innovative Customer Insights Director to lead our Customer Insight strategy and programmes in support of our overall Group strategy and risk appetite.

As a key member of the Marketing ExCo, you will leverage your leadership profile and make a lasting contribution to our business.

You will be responsible for designing our Customer Insight strategy, making decisions on resources and plans to prioritise and deliver the strategy within risk appetite.

Key responsibilities will include:

  • Developing GenAI user cases to harness effective deployment of tooling to enhance impact
  • Recommending and delivering a portfolio of products and services in line with the Marketing service proposition
  • Acting as platform owner of key marketing data and technology contracts and managing vendor renewal and partnerships
  • Being accountable for marketing requirements and activities to address regulation changes that affect the bank's relationship with customer data and technology
  • Owning all customer and campaign performance tracking studies and providing accurate reporting of key customer metrics across the bank
  • Delivering against the annual Customer Insight, Marketing Data & Analytics financial plan and budget, considering longer term requirements
  • Playing a key role in the Marketing leadership team and future transformation of department
Requirements

We are 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.

You will have:

  • Experience of leading and developing diverse professional or operational teams
  • Strong business acumen and the ability to contribute intelligently to business strategy discussions
  • Experience of utilising emerging technologies, such as GenAI
  • Strategic thinking with the ability to translate insights and strategy into action
  • Knowledge of and experience applying communications and marketing strategies, models and practices
  • Operational, financial and programme planning experience


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