Job Description

We have an exciting new Client Insight Manager opportunity to be based in head office on Finsbury Circus. The headlines of the role are:

The Client Insight Manager will play a pivotal role in helping the bank make informed, insight-driven decisions that enhance the overall client experience. The role will be part of our Client Experience team within a wider Growth Enablement function, focused on shaping how we understand, serve and grow with our clients. This role is central to deepening our understanding of client needs, behaviours and expectations by delivering meaningful insight and client journey analysis. You will support client experience initiatives by translating data into clear, actionable intelligence, helping to improve service quality, strengthen relationships and personalise experiences. Where applicable, to place the interests of customers at the centre of all activities, act in a way that is consistent with achieving good outcomes for consumers; and to comply with the FCA and PRA's Conduct Rules.*

Key Responsibilities:

Client Insights & Research

Create meaningful insights through analysing client feedback and experience data from multiple sources, such as NPS, CSAT, client reviews, complaint data, CRM and operational service usage, to inform and drive continuous improvement. Identify patterns and trends in client behaviour across channels, applying creative reasoning to interpret the data and generate insight-led recommendations that support client strategy and proposition design. Actively seek research into the banking and wealth management market to identify emerging trends, evolving client needs and future opportunities. Collaborating with cross-functional teams to contextualise insights, coordinating an internal Client Experience Working Group to ensure findings drive meaningful discussions and translate into actionable initiatives. Influence decisions, uncover opportunities and help deliver insight-driven experiences that support our long-term growth ambitions. Support the understanding of client journeys by combining qualitative and quantitative insights, undertaking research to gather client and colleagues' interviews to identify opportunities to enhance key moments that matter.

Data Intelligence & Reporting

Demonstrate proactive curiosity and a strong analytical mindset to interrogate data, uncover drivers behind key metrics, and translate findings into insight that sparks meaningful dialogue and action across the business. Lead the development of key performance indicators (KPIs) to track client experience across key journeys (e.g. onboarding, servicing, retention). Ensure reporting supports timely oversight of conduct risk and Consumer Duty outcomes, including fair value, client understanding and client support. Collaborate with data and compliance teams to ensure alignment with regulatory expectations and internal governance requirements.

Stakeholder Influence & Collaboration

Act as a trusted insight partner to senior leaders and front-line teams, providing compelling analysis to guide decision-making. Champion a data-informed culture within the business, ensuring insight is continuously reviewed and explored during the Client Experience Working Group

Risk:

Responsible for managing risks inherent to the role by diligently observing internal policies and procedures.

Key Interfaces:

Product and Propositions, Relationship Management, Client Services, Complaint, Digital and Marketing. Private Banking, Commercial Banking, Wealth Planning & Investment Management and Subsidiary Businesses Clients (& client representatives) and prospects Person Specification

Knowledge/

Experience/Skills:

Substantial experience within a relevant quantitative or research role, with a focus on turning data into compelling, actionable stories. Strong analytical mindset, commercial awareness and a natural curiosity to explore what drives client behaviours. Demonstrable ability to create impact from research. Proficiency in data analysis tools, e.g. excel, Power BI Exposure to financial services desirable, experience where customer insight and strategic thinking, required. . Strong ability to interpret and synthesise qualitative and quantitative data into clear creative and commercially relevant insights. Ability to influence stakeholders through well communicated insight and evidence-led storytelling. Experience working collaboratively across functions, with confidence to challenge and inspire change. A mindset geared towards continuous improvement and a willingness to experiment, learn and adapt. Hands on approach, someone who not only uncovered insight, but sees it through to implementation.

Qualifications:

Relevant Professional CX, Research or Marketing Qualifications Educated to degree level or equivalent

Competencies:

Client focus Business & Commercial focus Analytical Skills Judgment and Problem Solving * Communication and confidence