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Customer Experience Research Lead
2 months ago
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.
- 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.
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.
