Senior Customer Intelligence Manager

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Date: 15-Mar-2023

Location: Edinburgh, GB Glasgow, GB

Company: Royal London Group

Job Title: Senior Customer Intelligence Manager

Contract Type: Permanent

Location: Edinburgh or Glasgow

Closing date: 30th March 2023


At Royal London we believe your difference is our strength and our organisation benefits from the different perspectives that diversity brings. Studies have shown that people from under-represented groups are less likely to apply unless they meet every requirement. So, if you’re excited about this role but your past experience isn't a perfect fit with the job description, we encourage you to apply anyway as you may be the right candidate for this or other opportunities.


About the role


We are looking for a Senior Customer Intelligence Manager to join the Customer Insight team on a permanent basis.


As our Senior Customer Intelligence Manager, you will focus on maximising the evidence based analysis and resulting action from customer data and insight, including following up on priority actions and ensuring commitments are delivered.


Key responsibilities

  • Lead on preparing the annual consumer duty board report, alongside regular update papers to the UK Customer Committee Delivery and oversight of a data driven insight framework that will enable ongoing monitoring of customer outcomes
  • Attend monthly UK Customer leadership meetings and play an active role in setting the customer focused priorities for the UK Customer function in the context of the wider business plan and strategy development
  • Feed deep customer intelligence into the key areas of focus, working with the UK Customer leadership team and Consumer Duty workstream leads to manage priorities and ensure progress is tracked
  • Be an expert on our customer life stages, building deep knowledge on customer needs and drivers, and monitoring changes in behaviour characteristics
  • Provide clear and insightful intelligence to the Board on a six monthly basis, and preparation of the annual Consumer Duty Board report


  • In depth understanding of customers and how they interact with propositions and their options
  • Excellent understanding of insight tools and techniques, and an excellent ability to identify and articulate the key conclusions from data, analysis and insight
  • Demonstrable experience drafting Board papers, position papers, reports and other documents to final draft stage meeting the highest quality standards
  • Passionate about creating business change through intelligence from evidence based analysis
  • Excellent knowledge and understanding of Consumer Duty, the financial services industry and the regulatory environment and government policy
  • Ability to communicate at senior level in a style appropriate to the audience
  • Ability to challenge and influence key stakeholders while being the conduit to change programmes

What we offer

We've always been proud to reward our employees by offering a number of great benefits including:

  • A generous group pension scheme (up to 14% matching employer contribution)
  • 28 days annual leave plus bank holidays with the option to buy/sell up to 5 days
  • Annual company and performance based bonus
  • Life assurance (up to 8 x annual salary)
  • Enhanced parental leave policies
  • Private medical insurance
  • Employee Assistance Programme - Access 24/7 to confidential health, legal & financial advice

Full details can be found on our benefits page

About Royal London

Royal London is the largest mutual life insurance, pensions and investment company in the UK.  Since its foundation 160 years ago, Royal London has supported millions of people to protect and provide for themselves and their families.


At Royal London, our People Promise is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This promise has been at the heart of our approach to hybrid working, ensuing a balance of time working in our offices, supporting the culture of collaboration and inclusion and some working time from home, so we can all continue to benefit from the flexibility this brings. Our hybrid working approach is built around our mutual mindset, thinking about what is good for us as individuals (the ‘me’) and in the context of what is right for our customers, our colleagues and The Royal London group (the ‘we’). Together we belong- collaborate – learn and perform.


Our expectation is that colleagues working in hybrid roles will come into the office for 50% of their time, and the rest from home. We want to be as consistent as we can with our approach but we also appreciate some colleagues need adjustments based on personal circumstances. (e.g. to support a disability, or caring responsibility) and / or may wish to formally seek a flexible working pattern in line with our flexible working policy.


We appreciate the world of work continues to evolve and we will continue to listen to our colleagues views on this whilst ensuring our on-going approach is right for our business and customers.

We are an equal opportunities employer. We work hard to attract the best talent for our award-winning team. We believe that embracing difference makes us stronger. Our diverse people bring us different skills – whatever their educational background, disability, gender, age, sexual orientation, race, religion or belief.


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