Marketing Insights and Research Manager

We work in the finance sector, helping fuel the innovation economy with offers tailored to the needs of innovative startups and their investors. As a Marketing Insights and Research Manager working within our Client Experience team, you are eager to help represent the voice of the client to enable the organization to create compelling experiences for our clients.

You are a natural collaborator who will own the Voice of Client EMEA program and support in facilitating workshops with a wide variety of stakeholders. You are passionate about getting the right solution for clients and use an outside-in human-centered approach to solve problems and deliver the right client outcomes. You will lead and execute research projects (both quantitative and qualitative), interpret findings, support client journey development, formulate actionable insights, and drive the execution of client-facing solutions.

You are passionate about delivering a world-class experience for clients and you eagerly lend a hand to others that are working towards this collective purpose. You will leverage client feedback and work closely with internal partners to identify, define, design, and implement compelling client experiences across channels and touch-points.

Responsibilities will include:

Refresh and lead the highly visible Voice of Client EMEA program
Provides teams with insights that will fuel client-centric decisions on CX improvements and propel client insights-based transformations forward.
Conduct ongoing research projects, managing all aspects of primary research end-to-end, from identifying research objectives to analysing results
Translate research findings into clear and actionable recommendations through compelling analysis and verbal and visual storytelling
Coordinate and facilitate a design-thinking workshop, document client journeys, and activities to identify opportunities to boost the client experience
Devise a test and learn plan, including soliciting feedback from users, to identify the key opportunities to meet the client needs and interactively build solutions with key stakeholders.
Independently manage project execution, including collaborating and activating cross-functional resources
Coordinate and prepare materials for monthly cross-functional stakeholder meetings

The role holder will bring these skills to the position:

Passionate about the Voice of the Client/Measurement Metrics/Listening capabilities/AI/Sentiment and behavioral analytics/Client Experience and how these spaces are evolving.
Working knowledge of CX methodologies and frameworks that put the customer first - eg journey mapping, personas, VOC, CX metrics
Experience conducting both quantitative and qualitative research, including client interviews; knowledge of Medallia, Tableau, and CRM
Excellent communication skills in person, in email, and presentation, with a creative approach to sharing insights at all levels
Ability to turn streams of data into actionable recommendations to inform the client experience, ideally in Financial Services.
Strong collaboration skills, with the ability to operate independently.
Proficiency in data visualization, Excel, and PowerPoint
Solid project management and time management skills.
A "roll-up-your-sleeves" and "can-do" attitude is a must.

This is a hybrid work with 3 days in office in Central London.