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Head of Customer Insight, Strategy, Transformation & Functions



Type of Job

Permanent - Full Time


London, United Kingdom


Published Date

8 June 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

As Head of Customer Insight, Strategy, Transformation & Functions, you'll be driving the customer, market and competitor insight strategy across all insight disciplines for bank-wide customer transformation and purpose activities You'll be credibly delivering rich and robust data sources, bringing multi-source insight to life through stories that drive action and provoke change.

Some of the key aspects of your role will include:

• Owning the insight methodology and strategy to evaluate the business areas' customer initiatives against our strategic goals

• Acting as a credible subject matter expert for customer insight within your customer segment
Recommending Purpose initiatives for business leaders to deliver for our customers

•Using insight to drive forward our focus on customer-centric transformation

•Playing a lead role in senior and executive level customer insight briefings and meetings


You’ll already be a knowledgeable customer-led professional, having gained senior leadership experience of customer insight on either the client or agency side. You’ll be more than comfortable with a range of qualitative and quantitative techniques, and curating them with other data points to make clear, credible, impactful recommendations to a senior audience.

You'll have strong communication skills, and you'll be comfortable facilitating both small workshop sessions and large conference presentations. And you’ll have excellent stakeholder management skills with strong, collaborative interpersonal skills.

We’ll also expect:

•A track record of informing customer experience transformation through research and insight
•The ability to focus on insight programmes that match business priorities across multiple brands and segments
•A background in managing concurrent projects, and delivering against tight timescales to budget
•An understanding of external regulations and their impact on customer and marketing strategy
•Strong analytical skills and high levels of numeracy, with the ability to distil large volumes of data to identify trends and patterns
•The ability to think strategically and implement strategies to attain business objectives

Apply Now


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