Customer Insights Lead

About the role

We are seeking a Customer Insights Lead to deepen our understanding of how business customers interact with digital channels and translate those insights into impactful improvements. Working closely with the Customer Experience Manager, you will combine behavioural data, customer feedback, and journey analytics to identify pain points and drive initiatives that enhance customer outcomes.

Key responsibilities

• Create customer value through bespoke insights – lead sector benchmarking, margin analysis, cash conversion, working‑capital optimisation and pricing strategies; produce customer‑ready artefacts for RM‑led conversations.
• Run discovery workshops with customers to translate goals into robust hypotheses and measurable outcomes.
• Enable Relationship Managers and the distribution network – build prospecting models, opportunity heatmaps, portfolio risk signals and churn/retention indicators.
• Partner with Product & Strategy – inform product roadmaps and pricing via behaviour analysis, elasticity testing and segment economics; support strategic priorities with decision‑ready insights, measurement plans and scenario modelling.
• Deliver market, sector and competitive intelligence – monitor macro‑economic drivers, produce sector scorecards and executive‑ready synopses, and convert external signals into internal playbooks.
• Communicate findings – turn complex analysis into clear narratives and practical recommendations for senior leaders while building trusted relationships across Distribution, Product, Credit, Operations, Risk and Finance.
• Measure impact – define success metrics, track leading and lagging indicators, create feedback loops with RMs and customers, and curate a reusable library of proven plays, templates and sector insights.

Required profile

• Minimum 5 years of experience in customer insights, analytics, strategy or consulting, preferably within banking or B2B.
• Proven ability to partner with customer‑facing and product teams and influence senior stakeholders.
• Strong commercial acumen with the capability to interpret financial statements and translate data into business outcomes.
• Excellent analytical mindset, comfortable working with digital performance data and behavioural metrics.
• Ability to develop hypotheses, design measurement frameworks and present actionable recommendations.

Required skills