Customer Insight Lead



Type of Job

Permanent - Full Time




Published Date

10 May 2021

About the company

NatWest Group is a relationship bank for a digital world. We champion potential; breaking down barriers and building financial confidence so the 19 million people, families and businesses we serve in communities throughout the UK and Ireland can rebuild and thrive. If our customers succeed, so will we.

About the role

Your role as Customer Insight Lead will see you owning the design of our customer measurement framework, making sure that we follow best in class research principles and techniques. We’ll look to you to provide solutions architecture to support all key research activity, and lead the operating rhythm to make sure we deliver research activity on time and to budget.

As well as this, you’ll be:

➜Building a high performing team through regular coaching and career development, centred on research best practice and technical solutions delivery
➜Leading the relationships with our internal and external delivery partners while making sure we have a fit for purpose solution architecture
➜Designing the overarching customer measurement framework across all franchises, channels and future propositions, working closely with insight business partners and key stakeholders
➜Designing and owning the overall technical solutions architecture that underpins the customer measurement framework
➜Delivering technical and research based expertise across key activity that aligns to the customer measurement framework and technical solutions architecture


We’re looking for someone with project or research programme management experience in a technical environment. You’ll bring a logical and pragmatic approach to problem solving, along with the ability to communicate programme survey data to allow stakeholders to understand insights and conclusions.

You’ll also need:

➜Experience of leading complex system configurations within a large scale organisation
➜Experience within a similarly complex company of a customer insight or net promoter
➜The ability to translate business requirements through to system changes

If you need any adjustments to support your application, such as information in alternative formats or special requirements to access our buildings, or if you’re eligible under the Disability Confident Scheme please contact us and we’ll do everything we can to help.