Role Profile: Head of Customer Insights

The Head of Customer Insights is responsible for leading the team that gathers, analyses, and interprets customer data to drive business strategy and improve customer satisfaction.

• Oversee research projects to understand customer behaviours and preferences.

• Utilise data analytics tools to identify trends and generate actionable insights.

• Collaborate with marketing, product development, and sales teams to integrate customer insights into their strategies.

• Present findings to senior management and stakeholders to inform decision-making.

• Manage and mentor the customer insights team to achieve departmental goals.

• Strong analytical and critical thinking abilities to interpret complex data.

• Excellent communication skills to convey insights clearly to various audiences.

• Proficiency in data analysis software and customer relationship management (CRM) systems.

• Project management skills to oversee multiple research initiatives effectively.

• Bachelor’s degree in Marketing, Business, Statistics, or a related field.

• 5–7 years of experience in market research, customer insights, or data analysis roles.

Potential advancement opportunities include Director of Customer Insights, Chief Marketing Officer (CMO), or even executive-level roles focused on strategy and analytics.

• Market Research Society (MRS) - provides training and resources for market researchers.

• Courses on data analysis tools such as Google Analytics or Tableau available on platforms like Coursera or LinkedIn Learning.

Using customer insights to tailor marketing campaigns or product offerings based on identified preferences, ultimately leading to increased customer engagement and sales.