Head of Customer Insights & Analytics

Our client, Motability Operations, is the leading provider of mobility solutions, helping over 750,000 people with disabilities and their families be mobile for over 40 years. Their customers can lease cars, Wheelchair Accessible Vehicles (WAVs), scooters, and powered wheelchairs, all with insurance, maintenance, breakdown assistance, and a 60,000-mile allowance, with profits going back into helping people with disabilities.

As Head of Customer Insight & Analytics, you will be the champion of customer data and insight across Motability Operations, shaping their thinking and driving a culture of customer-focused, evidence-based decision-making. You’ll develop and own the vision and strategy for Customer Research Insight and Analytics. You’ll influence leaders to use customer data and insight in strategic decisions. You’ll build, lead, coach, and inspire the team of 13 Insight and Analytical professionals.

Responsibilities 

• Promote best practice methodologies and new approaches to data analytics and research techniques.
• Develop predictive modelling for customer data-driven personalisation of communications and experience delivery.
• Develop segmentation and understand what Motability Operations’ customers truly value.
• Set the research, insight, and analytics agenda in partnership with internal customers.
• Ensure Motability Operations have the most appropriate data to support their ambition.
• Ensure customer insight & BI generation is scaled, automated, visualised, and rapidly disseminated.
• Ensure a fit-for-purpose toolset through continuous evaluation of the tools available in the wider marketplace.

• Proven experience of running a data and analytics/insight team.
• Significant experience of people management and leadership of teams.
• Strong appreciation of different research methodologies and the voice of the customer data sources.
• Collaborative leadership style with a wide perspective and proven ability to influence at senior levels.
• Excellent interpersonal, communication, and influencing skills.
• Robust knowledge of all elements of Customer Experience Management and CRM.Motability Operations is a large-scale organisation with incredible purpose, and is now entering a phase of transition towards electrification, so now is a very exciting time to be joining the business. This is a significant career development opportunity for talented individuals, and all candidates with relevant skills and experience are encouraged to apply.