Customer Research Manager recruitment
Job Purpose:
- To manage agencies in the creation, development and provision of all customer research on behalf of the business
- To manage and develop the quarterly rolling programme of key customer service and performance measures that reflect our customer experience and satisfaction requirements.
- To work closely with the marketing teams and key stakeholders to help inform, and drive direct and measurable actions
- Source and deploy a full range of market research approaches to deliver research findings that support out product management teams to convert insight into tangible, differentiating customer propositions
- Piece together the complexities of consumer customer insight into a cohesive picture, including market dynamics and competitor initiatives.
- To be the internal expert, the go-to person for all customer research and access to external information on consumers and key trends that will affect the business
Job Background/context:
The Customer Research Manager will report directly to the Head of Marketing and will be responsible for all aspects of customer research in support of the core banking and wealth management business.
The scope of the role includes the relationship management of the external partners who work with us to provide customer insight, and also with key internal stakeholders and teams such as customer experience, product management, and sales distribution. There will also be some interaction and access to Regional and Global partners and sources of customer and business insight.
The Citi UK retail business is a profitable one and will be looking to grow in coming years with the development of improved operational and website capability, as well as further developing products and services that meet the needs of our high net worth customers with international banking needs.
Key Responsibilities:
- Management and reporting of rolling quarterly experience surveys
- Management and reporting of rolling mystery shopping surveys for our 4 central London branches
- Management and reporting of our regular NPS (Net Promoter Score) metrics
- Management and reporting of our rolling awareness and consideration metrics amongst our core acquisition target audiences of International Business Travellers and Expats
- Development and support to all new proposition development, and report to the business findings that allow the conversion of insight into tangible and differentiating propositions
- Champion the customer (based on insight), and customer experience, in all relevant business meetings
- Support our customer experience team in ensuring that TCF principals are fundamental in all that we do for our customers and within our business
- Manage all external relationships ensuring that we receive quality of service and value for money
- Financial Controls - to be fully accountable for the annual customer research budget, ensuring due management of commitments (orders, contracts, budgets etc) and all payments are properly authorised, controlled and monitored, in accordance with Citi UK requirements.
Development Value:
- This is a senior marketing role with a high degree of visibility and leadership across the UK banking and wealth management business. It will provide the job holder with access to key decision makers and the ability to directly influence strategy through the development and execution of a customer insight agenda that delivers clear added value to the business decision making process.
Skills
Knowledge/Experience:
- Highly experienced in managing market research agencies, and stakeholders
- Experienced in customer and market research and marketing roles, with a deep understanding of a variety of research techniques and analysis (both quantitative and qualitative),
- Good knowledge of UK financial services marketplace and financial products
- Excellent research and desk analysis skills; highly numerate, being able to work through and deal with complex concepts and data.
Skills:
- Excellent planning and prioritising skills
- Excellent communication and presentation skills
- Excellent relationship management - internal and external
- Excellent attention to detail
- Excellent analytical skills
Qualifications:
- Educated to degree level
- Market Research Society qualified / membership
Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and experience.
Competencies:
- Independent thinking and a source of customer truth
- Ability to work in a relatively complex matrix organisation, interfacing both within the UK and into EMEA and Global people and activity when required
- Valuing Diversity:
- Demonstrates an appreciation of a diverse workforce. Appreciates differences in style or perspective and uses differences to add value to decisions or actions and organizational success.