Senior Customer Insights Manager

🏡🏢This is a Hybrid role, working from our Cardiff office 3 days per week.

What You’ll Be Doing ✨

As the Senior Customer Insights Manager, you will play a pivotal role in shaping our understanding of the customer experience. Reporting directly to the Head of Customer Insights, you will lead the narrative on why issues occur and how we can improve, bridging the gap between data and executive decision-making.

• Executive Reporting & Commentary: Own the narrative for senior stakeholders; you will write the high-level commentary for Executive and Senior Leadership reports, translating complex data into clear, actionable business intelligence.
• Drive Customer Experience (CX) Strategy: Lead on specific CX metrics, including owning the Net Promoter Score (NPS) program, CSAT, Complaints MI; analysing sentiment trends, and driving initiatives to improve customer advocacy.
• Customer Insights Reporting: Design, implement, and maintain comprehensive reporting frameworks that aggregate findings from Quality Assurance (QA), Outcome Testing, and Root Cause Analysis alongside CX outputs to provide a unified view of risk, performance, and customer experience.
• Lead Root Cause Analysis (RCA): Spearhead RCA activity across the business, providing leadership and support to Root Cause Analysts to ensure deep, systemic investigation into customer pain points.
• Customer Journey Mapping: Own the end-to-end Customer Journey Maps for all products and services. Your team will identify friction points, map new features, and ensure the customer voice is central to process design

We’re Looking For 🔎

• Experience in Insights or Assurance: Proven experience in a Customer Insights, Root Cause Analysis, or Quality Assurance / Outcome Testing management role.
• Analytical Storytelling: Exceptional ability to synthesise data from multiple sources (QA, RCA, NPS) and write compelling commentary for C-suite and Senior Leadership audiences.
• CX Methodologies: Experience with Customer Journey Mapping tools and techniques, with a track record of using them to drive process improvements.
• Leadership Skills: Experience supporting or mentoring analysts, with the ability to guide teams through complex problem-solving methodologies.
• Regulatory Knowledge: Prior experience operating within a Financial Conduct Authority (FCA) regulated environment is highly desirable.
• Continuous Improvement Mindset: Enthusiastic about creating an environment that fosters continuous improvement.

Diversity & Inclusion 🌈
We welcome, consider and encourage applications from anyone who shares our commitment to inclusivity. Join us in creating a space where authenticity thrives, and everyone can do their best work.

Great Work Deserves Great Perks
We try not to take ourselves too seriously (all the time) so we make sure our office is decked out with a pool table, arcade machine, beer tap, and a couple of office dogs thrown in for good measure. Check out our benefits:
🏥 Private Healthcare including dental and opticians services through Vitality
✈️ Worldwide travel insurance through Vitality
🎁 Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical)
👛 Salary Sacrifice Pension Scheme up to 7% match
🚘 Octopus EV Salary Sacrifice Scheme
🏖️ 28 days holiday (plus bank holidays)
📖 Annual Learning and Wellbeing Budget
👪 Enhanced Parental Leave
🚲 Cycle to Work Scheme
🚂 Season Ticket Loan
💬 6 free therapy sessions per year
🐶 Dog Friendly Offices
🍫 Free drinks and snacks in our offices

Check out more of our benefits, values and mission here.

Interview Process 🤝
🤝First stage: 30 minute intro and values call with Talent Partner (Video call)
🤝Second stage: 45 minute CV overview with Team Manager (Video call)
🤝Final stage: 60 minute technical assessment with Head of Department (In person)