Customer Experience Research Lead

5 days ago

Bradford, Bradford, United Kingdom Vanquis Bank Full time
About the Role

We are seeking a highly skilled Customer Experience Research Lead to join our team at Vanquis Banking Group. As a key member of our customer understanding team, you will play a crucial role in developing and championing our customer vision and strategy across the organisation.

Key Responsibilities
  • Design and lead customer research to understand customer wants, needs, pain points, and Jobs to be Done.
  • Conduct market analysis to identify trends, opportunities, and threats within the competitor landscape.
  • Serve as a single source of truth for customer understanding, using existing feedback channels, surveys, and social media monitoring.
  • Develop our customer panel to solicit direct customer input and create actionable plans that drive better experiences for customers.
  • Synthesise findings from various primary and secondary research sources to identify overarching insights and trends.
What We're Looking For
  • Experience of conducting qualitative and quantitative research, with a particular emphasis on CX/UX research.
  • Experience of market research/competitor research.
  • Good commercial understanding and business acumen.
  • Excellent communication skills, both written and oral, with the ability to convey technical information to non-technical stakeholders.
Why Work for Us?

We're a leading specialist bank, established in 1880, with a purpose to deliver caring banking so our customers can make the most of life's opportunities. We believe in looking after our colleagues, offering competitive salaries, benefits, and a Group-wide recognition scheme. We're committed to creating a rewarding, engaging, and supportive work environment across our various divisions.

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