Customer Insight Lead

Motability Operations Limited; London; Hybrid; GBP 50,000 - 90,000

Job description

About The Role

To champion the use of customer insight across Motability Operations so that it flows constantly across the business, shapes our thinking, illuminates choices, provokes challenge, and drives a culture of customer-focused, evidence-based decision making.

To develop and own the vision and strategy for Customer Insight covering measurement, current and future market and customer trends, customer research both ongoing (Voice of the customer / brand tracking) and ad-hoc (working with external suppliers, delivering deep dives and through our customer community).

To build, lead, coach and inspire a team of 4 Insight professionals to deliver the agreed strategy and in doing so elevate the role of customer insight, the insight process, and the insight team.

The Lead will work with CIA SLT to organise, maintain and share our portfolio of insights and knowledge, so that it’s discoverable and actionable by the wider organisation, ensuring that all relevant audiences have the latest knowledge at appropriate cadence and channel. The lead will support “the last mile” of insight; ensure that knowledge and insight is appropriately disseminated to the relevant stakeholders across the organisation and is optimised for action.

To work across the company forging strong connections to leaders, proactively influencing them to use customer data and insight in the very high value strategic decisions which are made infrequently and those that are made every day.

To support the Head of Customer Insight and Analytics, ensuring insights shape business decisions and drive a culture of customer-focused, evidence-based decision-making.

Main Responsibilities

• An expert in your field, you will promote best practice methodologies, capabilities, and ways of working to both stakeholders and your team ensuring that projects are set up for success and championing the trialling and adoption of new approaches to research techniques (e.g. A.I/ neuroscience).
• Leading the development of our approach to customer insight that supports broadening our listening posts (e.g. contact centre, social media and complaints data); enhancing our tooling and lifting the capability of the team to increase speed of insight to action and impact.
• Leading the development of OKRs for the Customer Insight team, strategically aligned, collaboratively agreeing priorities with stakeholders, ensuring alignment with CI Teams goals and objectives.
• Ensuring a continuous supply of broader marketplace and consumer trend insights in as much as they inform the customer perspective and our future customer strategy.
• Providing quality control and oversight of major projects (briefs, insight & outputs) ensuring recommendations are practically doable and have a clear line of sight to expected commercial outcomes (commonly satisfaction / renewal / new product adoption / cost to serve and campaign ROI).
• Translating strategy and goals into impactful Customer Insight plan and future roadmap aligning the customer insight agenda to deliver insights that shape and support MO ambitions, in collaboration with key internal customers.
• Driving the organisation to engage with customer data by developing and delivering a strategy for data / insight democratisation.
• Ensuring that as far as possible customer insight & BI generation is scaled, automated, visualised to drive engagement (driving a dashboarding culture) and rapidly disseminated.
• Ensuring a fit-for-purpose toolset through the continuous evaluation of the tools available in the wider marketplace and that our suppliers fully understand our strategy, deliver value for money, and deliver insight that demands action.
• Deliver compelling, data-driven presentations to the leadership team, translating complex insights into strategic recommendations that drive informed decision-making and inspire decisive action across the organisation.
• Cultivate and maintain strong relationships with key external third parties and agencies to ensure high-quality deliverables, share best practices and drive innovative solutions that enhance our overall performance.
• Support “the last mile” of insight; ensure that knowledge and insight is appropriately disseminated to the relevant stakeholders across the organisation and is optimised for action.
• Champion agile ways of working by fostering iterative development, continuous improvement and cross-functional collaboration.
• Lead, coach and mentor team members to foster a culture of continuous learning and high performance, providing clear guidance, constructive feedback, and opportunities for growth that empower individuals and enhance overall team effectiveness.
• Act as an integral member of the CIA leadership team, Marketing Wider Leadership Team (WLT), driving strategic initiatives, collaborating cross-functionally to deliver CIA team vision, and deputising for Head of Customer Insight & Analytics on occasion.

About You

• Proven experience of running an insight team that has created demonstrable change using insight outputs.
• Significant experience of people management (direct, virtual and supplier) and leadership of teams (which spans 2nd line management and matrix management).
• Educated to a degree standard, ideally in applied statistics/operational research/management science.
• Insatiable curiosity with a natural desire to relate to the commercial agenda of the business and to changes going on in the analytics and research domains.
• Strong appreciation of different research methodologies and voice of the customer data sources.
• A collaborative leadership style with a wide perspective and proven ability to influence at senior levels.
• Ability to articulate (written & verbal) analysis for a non-technical audience with clarity and in an engaging way.
• Demonstrable analytical problem-solving capabilities.
• Proven experience of agile ways of working, ideally leading insight teams.
• Ideal, but not necessary, membership of professional market research bodies e.g. Market Research Society.
• Ideal, but not necessary - exposure to analysing large data volumes.
• Ideal, but not necessary - capable and experienced in techniques to deduce from a data set the influences from different attributes e.g. multiple regression, multivariate analysis of variance, discriminant analysis.
• Excellent interpersonal, communication and influencing skills coupled with sound commercial awareness.

Minimum Criteria

• Proven experience of running an insight team that has created demonstrable change using insight outputs.
• Significant experience of people management (direct, virtual and supplier) and leadership of teams (which spans 2nd line management and matrix management).
• Educated to a degree standard, ideally in applied statistics/operational research/management science.
• Insatiable curiosity with a natural desire to relate to the commercial agenda of the business and to changes going on in the analytics and research domains.
• Strong appreciation of different research methodologies and voice of the customer data sources.
• A collaborative leadership style with a wide perspective and proven ability to influence at senior levels.
• Ability to articulate analysis for a non-technical audience with clarity and in an engaging way.
• Demonstrable analytical problem-solving capabilities.
• Proven experience of agile ways of working, ideally leading insight teams.
• Excellent interpersonal, communication and influencing skills coupled with sound commercial awareness.

Who you’ll be working with
You will be working as part of our Customer Insight and Analytics team who comprise a wide range of customer insight and analytics expertise. With access to a range of data sources, analytical and research tools, you will utilise these tools to help bring a deeper understanding of our customers to MO. The CIA team aims to enable MO to turn data and insights into customer advantage.

You will work collaboratively with a range of internal stakeholders and external stakeholders including third party insight agencies.

You will work closely with senior stakeholders across MO WLT, and external stakeholders to influence and shape decision making and support success.

About The Company

Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 815,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10.

Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day:

• We find solutions
• We drive change
• We care

We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available.

As a Motability Operations team member, the benefits you can expect are:

• Competitive reward package including an annual discretionary bonus
• 15% non-contributory pension (9% non-contributory pension during probation period)
• 28 days annual leave with option to purchase and sell days
• Free fresh fruit and snacks in the office
• 1 day for volunteering
• Funded Private Medical Insurance cover
• Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme
• Life assurance at 4 times your basic salary to give you peace of mind that your loved ones will receive some financial help
• Funded health screening for over 50s
• Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans
• Employee Discount Scheme with an app to save on the go
• Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees
• Generous family leave policies

At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they’re rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender.

We pride ourselves on being an inclusive employer and as such, all our offices provide first-rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility.