Job title:
Customer Insight Lead
Salary:
circa £80,000
Grade:
Band 4
Contract type:
TfL
Reference:
2577
Department:
Customer Insights, Strategy and Experience
Contract details:
Permanent, Full Time
Location:
Palestra
Application closing date:
Sunday 8th October 2025
Job Purpose
This role is the voice of the customer within TfL, ensuring that customer needs and expectations are fully understood and at the heart of our strategy. By embedding customer insight into both long-term planning and day-to-day decision-making, the role helps shape services that deliver real value for our customers and stakeholders.
You will lead the development of an evidence-based framework to guide how TfL thinks about and responds to its customers, while monitoring progress against customer and commercial objectives. Through commissioning, managing, and interpreting customer research, the role delivers clear, actionable insight that challenges thinking, informs priorities, and strengthens our overall customer proposition.
What You'll Be Doing
* Lead the design and delivery of major research projects that drive business impact.
* Set the strategic direction for customer insight, embedding best practice and innovation to shape TfL's priorities.
* Develop and deliver a five-year Customer Insight and Research Plan, ensuring value for money and robust procurement.
* Build a deep understanding of customers and use this to guide long-term strategy and decision-making.
* Act as the 'voice of the customer' with senior leaders, influencing programmes, strategy, and contract delivery.
* Define key customer metrics, set targets, and track progress.
* Inspire and develop a high-performing team of around ten insight specialists.
* Build strong, cost-efficient partnerships with research agencies.
* Contribute to the wider leadership of the Customer Insight, Strategy & Experience team.
* Keep TfL ahead of emerging trends such as AI, automation, data privacy, and changing customer behaviours.
What You'll Bring
Skills & Knowledge -
* Strategic thinker and inspiring leader with strong influencing and negotiation skills.
* Expert in customer research and insight, with advanced knowledge of research methods, behavioural economics, and data-driven decision making.
* Strong analytical, financial, and communication skills, with the ability to turn complex data into clear, actionable insight.
* Collaborative and effective at building relationships across senior stakeholders, teams, and external partners.
* Solid understanding of transport issues, customer behaviour, and the challenges of large metropolitan environments.
Experience -
* Extensive senior-level experience in research and insight, covering both qualitative and quantitative methods.
* Proven record of translating insight into impactful business policies, strategies, and customer-focused initiatives.
* Strong leadership experience, managing high-performing teams and external partners to deliver results.
* Track record of influencing at executive level and shaping long-term strategic direction.
* Skilled in financial and project management, with the ability to balance priorities and deliver value for money.
Application Process
* Please apply using your CV only
* Think carefully about the skills, knowledge and experience in the advert and cover this in your CV
* PDF format preferred and do not include any photographs or images
* We may close this advert early if we receive a high volume of suitable applications.
Equality, diversity and inclusion
We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria.
Benefits
In return for your commitment and expertise, you will enjoy excellent benefits and scope to grow. Rewards vary according to the level of role but mostly include the below:
Final salary pension scheme
Free travel for you on the TfL network
Reimbursement of 75% of the cost of a standard class Ticket for National Rail travel from home or 75% reimbursement on a 28-day flexi ticket
29 days annual leave plus public and bank holidays
TfL is committed to work-life balance, operating a hybrid working approach where business and role requirements allow
Private healthcare discounted scheme (optional)
Tax-efficient cycle-to-work programme
Retail, health, leisure and travel offers
Discounted Eurostar travel
We will make every effort to give you as much notice as possible, however some interviews/assessments could be organised at short notice.