Head of Data & Customer Intelligence

Company: Albany Beck

Location: London OR Birmingham – Hybrid Working Model

Engagement Type: Permanent

Client Industry: Financial Services

About Albany Beck

Albany Beck is a Management Consultancy focused on providing specialist talent and transformative solutions to Financial Services clients. We combine subject matter expertise with innovative delivery models that help clients scale efficiently, while offering meaningful, long-term career opportunities to our people. At Albany Beck, you’ll be choosing to work with an organisation that’s passionate about your learning journey and committed to your professional and personal development.

Role Overview

Albany Beck is seeking an experienced Head of Data & Customer Intelligence to work on a long-term deployment in the Commercial Banking division of our leading global Financial Services clients, based in London. This is a senior leadership role responsible for shaping how the organisation listens to its customers, understands their needs and turns customer intelligence into clear business priorities and measurable change. The successful candidate will lead an integrated Customer Intelligence & Enablement capability spanning three key areas: Customer Intelligence, Customer Action and Customer Centricity. The role requires someone who can move beyond simply producing customer insight. You will be expected to interpret multiple customer signals, establish a clear view of customer performance, influence senior leadership priorities and ensure insights ultimately translate into meaningful improvements for customers and the business. You will work closely with senior leaders across Commercial Banking, bringing together customer feedback, performance data, external benchmarking and commercial priorities to ensure the voice of the customer is embedded within strategic decision-making.

Key Responsibilities

Set the strategic direction for how the Commercial Banking business listens to, understands and acts upon customer feedback.
Establish a clear connection between customer signals, business priorities and measurable change.
Bring together customer insight from multiple internal and external sources to create a comprehensive view of customer performance.
Identify emerging customer themes, trends, opportunities and areas requiring intervention.
Translate complex customer intelligence into clear recommendations and strategic priorities.
Use insight to challenge existing assumptions and influence future customer propositions, journeys and business decisions.
Ensure customer intelligence is commercially relevant and drives tangible business action.
Provide strategic oversight and governance of the end-to-end Voice of Customer programme.
Ensure appropriate customer signals are captured from the right sources and at the right points within the customer journey.
Oversee the approach to customer surveys, feedback collection, response analysis and insight generation.
Establish a trusted and consistent approach to measuring customer performance.
Develop a coherent MI and KPI framework providing senior leadership with a clear view of customer outcomes.
Use customer measures, including NPS and supporting indicators, to identify changes in customer experience and performance.
Ensure customer feedback is effectively prioritised and translated into action.
Translate customer intelligence into focused priorities and compelling cases for change.
Work with business leaders to establish clear ownership of customer improvement initiatives.
Ensure identified customer issues progress from insight through to tangible action and measurable outcomes.
Establish effective closed-loop processes so customer feedback leads to visible improvements.
Track delivery against customer priorities and challenge where progress is insufficient.
Ensure customer improvements are measurable and clearly communicated across the organisation.
Connect customer outcomes with wider commercial and strategic objectives.
Champion customer-centric thinking across the Commercial Banking organisation.
Embed the voice of the customer into strategic planning and day-to-day decision-making.
Ensure customer performance is visible, understood and acted upon at every level of the organisation.
Equip leaders and colleagues with the insight and tools required to make customer-led decisions.
Develop initiatives that bring customer experiences and feedback to life internally.
Build greater understanding of customer needs, journeys and pain points across business teams.
Promote clear accountability for customer outcomes across the organisation.
Act as a trusted adviser to senior leadership on customer intelligence, experience and performance.
Produce clear, compelling executive-level narratives from complex customer data and insight.
Shape senior leadership discussions and influence strategic decision-making.
Present customer performance, emerging themes and recommended actions to executive audiences.
Build alignment across senior stakeholders where customer priorities span multiple business areas.
Challenge constructively and ensure customer considerations remain central to key business decisions.
Lead and develop a high-performing Customer Intelligence & Enablement function.
Provide clear strategic direction across Customer Intelligence, Customer Action and Customer Centricity.
Create an environment of ownership, collaboration and continuous improvement.
Empower teams to challenge existing approaches and identify new opportunities to improve customer outcomes.
Build strong relationships across Customer, Product, Proposition, Data, Analytics and Commercial teams.
Ensure resources and priorities remain aligned to the most important customer and business outcomes.

Key Skills & Experience

Significant leadership experience within Customer Intelligence, Customer Experience, Voice of Customer, Customer Insight or a related discipline.
Proven ability to translate customer data and insight into strategic business decisions and measurable action.
Strong understanding of Commercial Banking customers, products, propositions and customer journeys.
Experience developing customer performance frameworks, MI and KPIs for senior leadership.
Strong knowledge of Voice of Customer methodologies and customer feedback programmes.
Experience using customer metrics such as NPS to understand and improve customer outcomes.
Proven ability to influence senior executives and shape strategic decision-making.
Experience driving customer-led transformation across large and complex organisations.
Strong commercial acumen with the ability to connect customer outcomes to wider business performance.
Excellent stakeholder management skills with the ability to build alignment across multiple functions.
Strong people leadership experience with a track record of developing high-performing teams.
Outstanding written, verbal and presentation skills.

Desirable Experience

Commercial Banking experience.
Broader Banking or Financial Services experience.
Experience leading large-scale Voice of Customer or NPS programmes.
Experience designing customer performance and measurement frameworks.
Knowledge of customer research, benchmarking and insight methodologies.
Experience working with Savanta or similar customer research and insight platforms.
Experience leading customer-centric culture or behavioural change initiatives.
Exposure to customer proposition, journey transformation or service design.
Experience working within large, matrixed and highly regulated organisations.

Personal Attributes

Strategic thinker who can connect customer insight with wider commercial priorities.
Strong executive presence and comfortable influencing senior leadership.
Naturally customer-focused while maintaining strong commercial awareness.
Able to simplify complex information and create compelling narratives from data and insight.
Confident challenging existing thinking and advocating for customer-led decisions.
Collaborative leader capable of building alignment across complex stakeholder groups.
Outcomes-focused with a strong bias towards turning insight into action.
Comfortable operating within ambiguity and balancing multiple competing priorities.
Strong storyteller who can bring customer experiences to life for senior audiences.
Passionate about building customer-centric cultures and delivering measurable improvements.

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Head of Data & Customer Intelligence

Job Details