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Head of Customer Insight

1 month ago

Bristol, South West England, United Kingdom DiverseJobsMatter Full time

About The Role

To be the visible champion of the use of customer data and insight (analytics & research) across Motability Operations so that it flows constantly across the business, shapes our thinking, illuminates choices, provokes challenge, and drives a culture of customer-focused, evidence-based decision making.

To develop and own the vision and strategy for Customer Research, Insight, and Analytics covering Customer Analytics (segmentation, modelling, profiling, measurement, and business intelligence) and Customer Research, both ongoing (Voice of the Customer, brand tracking) and ad hoc (deep dives and through our customer community).

To work across the company, forging strong connections with leaders, proactively influencing them to use customer data and insight in the very high-value strategic decisions that are made infrequently and those that are made every day.

To build, lead, coach, and inspire a team of 13 Insight and Analytical professionals to deliver the agreed strategy and in doing so, elevate the role of data and insight, the insight process, and the insight team.

An expert in your field, you will promote best practice methodologies, capabilities, and ways of working to both stakeholders and your team, ensuring that projects are set up for success and championing the trialling and adoption of new approaches to both data analytics and research techniques (e.g., AI, neuroscience).

Leading the development of our approach to predictive modelling that supports customer data-driven personalisation of proactive communications, inbound interactions, and experience delivery.

Leading the development of segmentations and the understanding of what our customers truly value (and how well we satisfy their needs) and getting the organisation to understand and act on this.

Ensuring a continuous supply of broader marketplace and consumer trend insights in as much as they inform the customer perspective and our future customer strategy.

Providing quality control and oversight of major projects (briefs, insight & outputs) ensuring recommendations are practically doable and have a clear line of sight to expected commercial outcomes (commonly satisfaction, renewal, new product adoption, cost to serve, and campaign ROI).

Setting (in partnership with internal customers) the research, insight, and analytics agenda and co-creating insights that shape the definition of local strategies.

Driving the organisation to engage with customer data by developing and delivering a strategy for data/insight democratisation.

Ensuring that we have the most appropriate data to support our ambition, including third-party data to support our business, making proactive recommendations for enhancements and new sources as necessary and acting as the business owner of our customer data store.

Ensuring that as far as possible customer insight & BI generation is scaled, automated, visualised to drive engagement (driving a dashboarding culture) and rapidly disseminated.

Ensuring a fit-for-purpose toolset through the continuous evaluation of the tools available in the wider marketplace and that our suppliers fully understand our strategy, deliver value for money, and deliver insight that demands action.

About You

Minimum Criteria

  • Proven experience of running a data and analytics/insight team that has created demonstrable change using data-driven/insight outputs.
  • Significant experience of people management (direct, virtual, and supplier) and leadership of teams (which spans 2nd/3rd line management).
  • Educated to a degree standard, ideally in applied statistics/operational research/management science.
  • Insatiable curiosity with a natural desire to relate to the commercial agenda of the business and to changes going on in the analytics and research domains.
  • Strong appreciation of different research methodologies and voice of the customer data sources.
  • A collaborative leadership style with a wide perspective and proven ability to influence at senior levels.
  • Ability to articulate analysis for a non-technical audience with clarity and in an engaging way.
  • Demonstrable analytical problem-solving capabilities.
  • Excellent interpersonal, communication, and influencing skills coupled with sound commercial awareness.
  • Robust knowledge of all elements of Customer Experience Management and CRM.

Desirable Criteria

  • Exposure to analysing large data volumes.
  • Capable and experienced in techniques to deduce from a data set the influences from different attributes (e.g., multiple regression, multivariate analysis of variance, discriminant analysis).

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