Customer Insight Manager - External Insight

JOB TITLE:  Customer Insight Manager – External Insight

SALARY: £59,850 to £71,150pa plus the benefits package listed below.

LOCATION:  Bristol, Edinburgh, Leeds, Halifax, or Chester.

HOURS: 35 hours, full time.

WORKING PATTERN: Our work style is hybrid, which involves spending at least two days per week, or 40% of your time, at one of the above the listed hubs.

About this opportunity

Are you driven by curiosity and passionate about understanding what shapes customer behaviour, not just within our business, but across the entire market? We’re looking for a Customer Insight Manager who can bring fresh thinking to join our forward-focused team at Lloyds Banking Group. In this role, you’ll bring the outside in, using competitor intelligence, market trends, and segmentation to power strategic decisions and elevate our customer understanding.   

About the role

As a Customer Insight Manager, you’ll be at the forefront of our efforts to understand how our customers, and our competitors’ customers, think, feel, and act. You’ll also focus on identifying developments in adjacent industries and potential impacts on financial service brands. You’ll lead the charge in embedding external insight into our internal strategies, ensuring we stay ahead of the curve in a fast-evolving retail banking landscape. 

Your ability to triangulate data, think strategically, and tell compelling stories will be critical in influencing senior stakeholders and shaping the future of our customer experience. Prior experience is financial service companies is not needed; we are looking for someone who understands the needs and behaviours of customers in the UK.  

Key responsibilities: 

• Lead the development and delivery of customer insight projects that inform business strategy and decision-making, with a lens on competitor trends and marketing leading consumer strategies from other sectors. 

• Triangulate data from research, analysis, and behavioural metrics to build a holistic view of the customer. 

• Translate complex data into clear, compelling stories that resonate with senior stakeholders. 

• Collaborate with teams across business units to support the wider team on a journey to embed customer insight into every team across the Group. 

• Monitor market trends and competitor activity to identify emerging opportunities and risks. 

• Champion a culture of customer obsessed thinking across the organisation. 

Skills required: 

• Proven experience in a customer insight or strategy role. 

• Strong analytical skills with the ability to synthesise and triangulate data from multiple sources, using both internal and external data. 

• Comfortable working in a fast-paced, agile environment with multiple collaborators including third-party suppliers. 

• Experience of customer segmentation tools. 

• A natural storyteller with excellent communication and presentation skills. 

• Strategic thinker with a commercial approach; an understanding of competitor behaviour and wider trends impacting financial services. 

• Proficiency in Microsoft 365 (M365) tools, especially Word, PowerPoint, and Teams, to create, collaborate, and present insight driven content effectively. 

• A curious, proactive approach with a desire to continuously learn and improve. 

About Us

We're committed to inclusivity, building an organization that reflects modern society and celebrates diversity in all its forms. We want our people to feel they belong and can be their best, regardless of background, identity, or culture. 

We were one of the first major organizations to set goals on diversity in senior roles, build a menopause health package, and launch a dedicated Working with Cancer initiative. We especially welcome applications from under-represented groups. We're disability confident, so if you need reasonable adjustments to our recruitment processes, just let us know. 

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%

• An annual performance-related bonus

• Share schemes including free shares

• Benefits you can adapt to your lifestyle, such as discounted shopping

• 30 days’ holiday, with bank holidays on top

• A range of wellbeing initiatives and generous parental leave policies

So, if you are excited by the thought of becoming part of our team, get in touch. 

We would love to hear from you!