Description
About the role:
As a Customer Insight Manager, you’ll be at the forefront of our efforts to understand how our customers, and our competitors’ customers, think, feel, and act. You’ll lead the charge in embedding external insight into our internal strategies, ensuring we stay ahead of the curve in a fast-evolving retail banking landscape.
You’ll also support the evolution of our customer segmentation strategy, ensuring it reflects real-world behaviours and supports targeted, impactful decision-making across the business. Your ability to triangulate data, think strategically, and tell compelling stories will be critical in influencing senior stakeholders and shaping the future of our customer experience.
Key responsibilities:
1. Lead the development and delivery of customer insight projects that inform business strategy and decision-making, with a lens on competitor trends and segmentation.
2. Triangulate data from research, analysis, and behavioural metrics to build a holistic view of the customer.
3. Translate complex data into clear, compelling stories that resonate with senior stakeholders.
4. Collaborate with teams across business units to support the wider team on a journey to embed customer insight into every team across the Group.
5. Monitor market trends and competitor activity to identify emerging opportunities and risks.
6. Champion a culture of customer obsessed thinking across the organisation.
Skills required:
7. Proven experience in a customer insight or strategy role, ideally within financial services or a similarly data-rich environment.
8. Strong analytical skills with the ability to synthesise and triangulate data from multiple sources, using both internal and external data.
9. Comfortable working in a fast-paced, agile environment with multiple collaborators including third-party suppliers.
10. Experience of customer segmentation tools.
11. A natural storyteller with excellent communication and presentation skills.
12. Strategic thinker with a commercial approach; an understanding of competitor behaviour and wider trends impacting financial services.
13. Proficiency in Microsoft 365 (M365) tools, especially Word, PowerPoint, and Teams, to create, collaborate, and present insight driven content effectively.
14. A curious, proactive approach with a desire to continuously learn and improve.
About Us:
We're committed to inclusivity, building an organization that reflects modern society and celebrates diversity in all its forms. We want our people to feel they belong and can be their best, regardless of background, identity, or culture.
We were one of the first major organizations to set goals on diversity in senior roles, build a menopause health package, and launch a dedicated Working with Cancer initiative. We especially welcome applications from under-represented groups. We're disability confident, so if you need reasonable adjustments to our recruitment processes, just let us know.
Does this sound like you? Get in touch!
WORKING PATTERN: Full Time (or full time equivalent job-share) Hybrid : It is anticipated that the role will follow the Group's Flexibility Works policy and guidelines and will be office based for 2 days per week. Hub locations for the successful candidate include Bristol, Chester, Halifax, Leeds and Edinburgh.
At Lloyds Banking Group, we're driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you'll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you'll have many opportunities to learn, grow and develop.
We keep your data safe. So, we'll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We'll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.
We're focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference.