Drive Customer Insight and Value
The Head of Customer Insights & Performance contributes to the development and implementation of a comprehensive customer strategy. This role leads and develops customer insights and performance strategies to understand customer engagement and drive value.
The ideal candidate will provide strategic leadership of all customer and market analytics, translating hypotheses into research plans and methods that create business and customer insights. They will be responsible for developing a strategy that provides improved customer insights and understanding, informing decision-making and the ability to predict/react to customer needs and improve customer experiences.
This leader will centralise core customer data and insights activities and capabilities, including data collection, data analytics, customer segmentation, predictive analysis, reporting, and performance management. They will also create a centre of excellence and lead the ongoing review of the Voice of the Customer Programme/NPS (Net Promoter Score) and define value.
In addition, this individual will develop cross-channel single customer views, review and deploy customer segmentation to optimise customer treatment strategy (CRM), and drive customer experience and commercially viable approaches across the enterprise. They will also lead the customer research team in supporting the development and delivery of the customer-first strategy.
Key Responsibilities:
* Lead the development of customer insights and performance strategies
* Provide strategic leadership of all customer and market analytics
* Develop a strategy that provides improved customer insights and understanding
* Centralise core customer data and insights activities and capabilities
* Create a centre of excellence
* Review and deploy customer segmentation
* Drive customer experience and commercially viable approaches
* Lead the customer research team
Requirements:
* 10+ years' experience in a data-driven organisation in a senior management position
* 10+ years' experience in Customer Insights / Analytics and or Performance
* Development and execution of a data strategy that enables key customer decisions based on rich insights and analytical data
* A shift in cultural mindset to embed a data and insight-led approach to customer strategies
* Orderly extraction and centralisation of key customer data and insights capabilities and activities from Business Units
Benefits:
* Market-leading pension scheme
* Healthcare scheme
* Variable pay
* Employee assistance programme
* Family leave options
* Two volunteer days per year
Technical Leadership:
* Data analysis and data visualisation skills
* Advanced analytics knowledge, including predictive modelling and machine learning techniques
* Business intelligence and BI tool proficiency
* Data management and governance expertise
Behavioural Capabilities:
* Drives progress and develops and empowers teams
* Performs and transforms businesses through customer-centric strategies