Client Insight and Analysis Manager
Job Title: Client Insight and Analysis Manager
Reporting to: Head of Business Insight
Division: Global Client Relations
Location: 1 George Street, Edinburgh
Working Hours: Full time (40 hrs/week)
As part of GCG, the Global Client Relations (GCR) function is committed to the pursuit of maximising client reach, retention and relationships underpinned by a strong commercial orientation. Global in remit, core activities span client-facing and client infrastructure activities. These include client RM strategy, relationship management and client servicing, marketing and global data management.
The Business Insight function sits within GCR and covers Market Research, Client Insight Analysis, CRM and Business Management activities. The Client Insight Analysis Manager role aims to develop the ‘voice of the client’ programme within Standard Life Investments to influence and measure the impact of client and marketing strategy. Specifically the role will ensure Standard Life Investments learns from existing client behaviours and perceptions to initiate, inform and develop deeper and broader client relationships.
The role will report into the Head of Business Insight and provide research and analytical expertise across all channels and geographic markets. The successful candidate will manage all forms and aspects of client research and analysis including appropriate business response mechanisms to capture the impact and measure progress against client strategy initiatives. The successful candidate will work closely with the regional sales and client teams, Finance, Brand and Client experience and the wider Marketing team. This is a managerial role with an anticipated direct report focused on Client Data analytics.
Responsibilities
- Deepen and extend the ‘voice of the client’ programme within Standard Life Investments
- Deliver online client survey and rolling programme of F2F interviews
- Build and maintain an integrated set of Global Client MI to maintain visibility of client and measure performance across key elements of the client journey
- Implement appropriate metrics across the client journey to inform the management and development of the client experience
- Propose, develop and deliver client analysis and analytical models to inform decisions and identify opportunities for action
- As a client research expert ensure that stakeholder needs for research are clearly identified, and executed in line with best practice
- Developing a strong link with all relevant business areas to understand their plan, key challenges and the broader context of any client research requirement
- Drive, monitor and report business response to Client Insight and analysis
- Develop proposals to build out infrastructure to enable client analytics to feed operational practices (e.g. automated email and work flow)
Key Attributes for the Role
- Exceptional analytical research skills with proven track record of delivery
- Experience in Voice of Client research programmes including NPS and benchmarking studies
- Strong client focus, ensuring the client is at the centre of all activities
- Strong understanding of customer experience and its development and application
- Academically bright, dynamic, flexible, a motivated self-starter with excellent written presentation skills
- Attention to detail, high degree of personal responsibility, delivery orientation and strong appetite to continually improve performance standards
- Planning, time-management and follow-through
- Ability to multi-task and operate successfully in a complex, fluid environment
- Good knowledge of, clients, products and regulation within the Asset Management industry
- Commercially minded with a track record of delivering significant business benefit
Key Skills
- Desirable-Formal marketing qualification, Degree 2:1 or equivalent/ CIM qualified preferred
- Significant investment industry experience in a marketing or similar role
- Experienced user with business intelligence and analytical toolsets (e.g. Excel, Microsoft BI, SAS etc.)
- Ability to communicate effectively and to influence others to act and/or commit support
- Excellent interpersonal and active listening skills
- Exceptional project mgmt skills and ability to drive a range of marketing initiatives
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