Customer Insight Manager

2 weeks ago

Brentwood, United Kingdom Shawbrook Bank Full time

**The Opportunity**

Shawbrook is a new type of specialist financial services company, combining the relentless focus on customer service and innovation you would expect from a fintech with the expertise and certainty of a bank. Shawbrook is driven by a purpose to solve complexproblems that unlock opportunity for its rapidly growing customer base of over 300,000 UK consumers and businesses.

Our success would not have been possible without our Team. Our people differentiate us from the competition through their deep sector knowledge, they are the life force of our business.

Join Shawbrook because you:

- Want to help us deepen our industry sector knowledge, combining technology alongside the best banking brains.
- Want to build a bank for the future and be part of our digital transformation journey that will enable customers & businesses to thrive.
- Want to continue to grow professionally. We encourage you to grow and be the best version of yourself.
- Care about sustainability? We want to be better for our people, environment and society.
- Bring passion and enjoyment to your work. You’ll work hard but you’ll have fun too.

**The Role & Responsibilities**

The Customer Insight Manager role will be responsible for leading the voice of the customer programme for the Property team, establishing core customer KPIs and reporting / disseminating key insights across the business.
You will be responsible for building our understanding of the customer and their experience of choosing Shawbrook to drive meaningful change and positive customer outcomes. You will be suited to this role if you have proven experience of working in a CustomerInsight function or Market Research agency and are looking for an opportunity to widen your experience in a fast-moving environment that is putting real emphasis on driving change through the lens of the customer.
- Chair cross-functional Customer Insight working groups, ensuring key business functions contribute to our understanding of the customer journey
- Develop the annual voice of the customer programme to provide a regular, in-depth view of insights across both borrowers and mortgage brokers
- Lead ongoing customer reporting, identifying key focus areas and making actionable recommendations
- Manage our ongoing surveying programme and third parties, providing monthly analysis to the business and maximising the opportunity with the third party
- Build a robust knowledge of demographics, needs and behaviours across all customer groups
- Identify opportunities to tailor the customer experience using data (e.g. segmentation)
- Respond to ad hoc research requests, identifying most appropriate methodology and prioritising against other business needs
- Identify opportunities for building our knowledge base through third party research, and develop a detailed understanding of external sources of insight

**The Person**
- Solid experience in a similar role
- Highly numerate, with excellent attention to detail
- Experience in data processing tools
- Experience in managing quantitative research projects (questionnaire design, fieldwork, analysis)
- Strategic thinker, able to identify priorities and make recommendations
- Strong stakeholder management skills, experience in leading cross-functional projects
- Strong communication skills, simplifying complex data into meaningful stories

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