Head of Customer Insight

(This is a hybrid role, and it requires travel to our Cardiff office at least twice a week)

The insights and propositions team look to uncover growth opportunities and drive customer centricity through customer closeness. We are expanding the teams’ influence further with a Head of Customer Insight’s role responsible for the research and customer insights team, driving strategic initiatives, and providing valuable insights to inform business decisions, translating customer insights into actionable business improvements. You will be a passionate customer advocate, using data and insights to drive positive change to improve customer understanding and the overall customer experience.

This new role will bring experience and passion requiring a visionary leader with strong impact at a senior level, excellent communication skills, and a deep understanding of market trends and consumer behaviour.

Key Responsibilities

• Strategic Planning: Own the overarching Insight strategy and develop and implement research and customer experience strategies that align with the organisation's overall goals and objectives ensuring the function is match fit with the right capabilities and tooling. 
• Prioritisation: Proven experience of working at pace and to tight deadlines, re-prioritising resources, whilst working with a high degree of autonomy
• Team Leadership: Lead and manage the research and insights team, ensuring high performance and professional development.
• Stakeholder Engagement: Working with a broad range of stakeholders to ensure customer segmentation and understanding is embedded and research findings are effectively communicated and utilised. 
• Developing Actionable Strategies: Translating research and VoC findings into specific recommendations and strategies for improving customer experience across different touchpoints by identifying key drivers of satisfaction and dissatisfaction.
• Communicating Insights: Provide actionable insights and recommendations to stakeholders at various levels, including senior management at key decision-making forums. 
• Driving Change: Collaborating with different departments to implement changes based on customer feedback and research insights including product development, marketing strategies, and business planning. 
• Horizon Scanning: Staying abreast of industry trends, competitor monitoring, emerging technologies, and best practices in research methodologies.
• Financial Management: Managing research budgets and resources effectively. 

Experience and Qualifications Required

• Bachelor's degree in Market Research, Business, Statistics, or a related field
• MRS qualified preferred
• Proven experience in a senior research/Insight’s role, preferably within Financial Services
• Strong leadership and team management skills.
• Excellent analytical and problem-solving abilities.
• Proficiency in research methodologies and VoC platforms, data analysis tools.
• Exceptional communication and presentation skills.
• Strong ability to influence stakeholders and senior decision-making committees
• A customer-first mindset with a strong ability to develop and implement long-term strategies for improving customer experience

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It's a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.

Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we've been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years! We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.

Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.

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