Description The Insight & Implementation Lead is responsible for developing, delivering and supporting the implementation of customer insight that enables MO to successfully navigate the current and future challenges our customers face. The postholder will collaborate with key stakeholders (EV/Ice or WAV/PWS teams), to understand, agree and deliver requirements of CIA, to enable insight-led business decisions and drives a culture of customer-focused, evidence-based decision making. The postholder will also lead our understanding in key area of knowledge (e.g. segmentation or value for money). On a day-to-day basis, the postholder will co-ordinate insight activities across CIA, develop a comprehensive fact base of customer knowledge and actional insights, dashboards and score cards that enables MO to achieve ambitions. The Lead will develop the CIA roadmap for their stakeholder area which will enable agreement of priorities, allocation of CIA resources and budgets, and support delivery of stakeholder team missions The postholder will work with the key teams to identify the insight-led actions taken by the business, measuring and monitoring their impact on customer and business. The Lead will work with CIA SLT to organise, maintain and share our portfolio of data insights and knowledge, so that it's discoverable and actionable by the wider organisation, ensuring that all relevant audiences have latest knowledge at appropriate cadence and channel. The lead will support "the last mile" of insight; ensure that knowledge and insight is appropriately disseminated to the relevant stakeholders across the organisation and is optimised for action. To support the Head of Customer Insight and Analytics, ensure insights shape business decisions and drive a culture of customer-focused, evidence-based decision-making. Main Responsibilities Supporting the Head of Customer Insight and Analytics to develop and implement the customer agenda, ensuring alignment with overall business objectives. Ability to build effective working relationships with key leadership teams (being part of those extended leadership teams) across the business and by proactively translate the business challenges into a programme of research and analytics work. Developing the CIA Roadmap of insight for key stakeholder group, co-ordinating CIA activities to support successful delivery this will include but not limited to briefing CIA team, co-ordinating delivery, agreeing/co-creating actions, and monitoring and measuring impact. Briefing internal insight & analytics team as well as external agencies on projects and working with them to ensure outputs are told in ways that demand action' Leading activities across CIA team to design, develop and implement segmentation model/ deepen understanding of value for money customer perception that enables deep understanding of customers, enables insight-led decision making and shapes business decision making and strategy. Lead the development of OKRs for CIA team, strategically aligned, collaboratively agreeing prioritise with stakeholders, ensuring alignment with CIA Teams goals and objectives Developing a compelling Customer narrative to help educate internal and external stakeholders of the current and future customer needs, and challenges to shape business decisions. Working with CIA SLT to develop and implement a multi-channel Insight communication strategy and calendar to ensure that we're reaching all relevant audiences with appropriate messaging at an appropriate frequency, through the best channels for them Support "the last mile" of insight; ensure that knowledge and insight is appropriately disseminated to the relevant stakeholders across the organisation and is optimised for action Deliver compelling, data-driven presentations to the leadership team, translating complex insights into strategic recommendations that drive informed decision-making and inspire decisive action across the organization. Cultivate and maintain strong relationship with key external third parties and agencies to ensure high-quality deliverables, share best practice and drive innovative solutions that enhance our overall performance Find efficient and effective ways to engage the wider business in the outputs so that they have data and insight at their fingertips (for example automation and visualization of customer analysis and portals that allow the rapid dissemination of information). Ensuring a continuous supply of broader marketplace and consumer trend insights to inform the customer perspective and future strategy. Champion agile ways of working by fostering iterative development, continuous improvement and cross-functional collaboration. Act as an integral member of the CIA leadership team, Marketing Wider Leadership Team (WLT), driving strategic initiatives, collaborating cross-functionally to deliver CIA team vision, and deputise for Head of Customer Insight & Analytics on occasion. Qualifications Proven experience in conducting customer experience research and delivering insights that drive business decisions. Strong analytical and problem-solving capabilities with a demonstrated ability to analyse complex data sets. Educated to a degree standard, ideally in applied statistics, operational research, management science, or a related field. Insatiable curiosity and a natural desire to relate to the commercial agenda of the business and stay updated with changes in the research and analytics domains. Strong appreciation of different customer insight and analytics data sources. Ability to articulate (written and verbal) analysis and insights for a non-technical audience with clarity and in an engaging way. Excellent interpersonal, communication, and influencing skills coupled with sound commercial awareness. Proven experience of driving insight-led actions across complex organisations with demonstrable impact. Familiarity with Gen AI and its application in Customer Insight and Analytics teams. Robust knowledge of developing and delivering segmentation models. Robust knowledge of customer experiences management and CRM Exposure to analysing large data volumes. Familiarity with techniques to deduce influences from different attributes (e.g., multiple regression, multivariate analysis of variance, discriminant analysis, max diff, conjoint). Minimum criteria Proven experience in conducting customer experience research and delivering insights that drive business decisions. Strong analytical and problem-solving capabilities with a demonstrated ability to analyse complex data sets. Educated to a degree standard, ideally in applied statistics, operational research, management science, or a related field. Insatiable curiosity and a natural desire to relate to the commercial agenda of the business and stay updated with changes in the research and analytics domains. Strong appreciation of different customer insight and analytics data sources. Ability to articulate analysis and insights for a non-technical audience with clarity and in an engaging way. Excellent interpersonal, communication, and influencing skills coupled with sound commercial awareness. Proven experience of driving insight-led actions across complex organisations with demonstrable impact. Familiarity with Gen AI and its application in Customer Insight and Analytics teams. Robust knowledge of developing and delivering segmentation models. Exposure to analysing large data volumes. Who you'll be working with You will be working as part of our Customer Insight and Analytics team who comprise a wide range of customer insight and analytics expertise. With access to a range of data sources, analytical and research tools, you will utilise these tools to help bring a deeper understanding of our customers to MO. CIA team aim to enable MO to turn data and insights into customer advantage. You will work collaboratively with a range of internal stakeholders and external stakeholders including third party insight agencies. You will work closely with senior stakeholders across MO, and act as strategic insight partner to key leadership team to influence and shape decision making and support success. Benefits Motability Operations is a unique organisation, virtually one of a kind. We combine a strong sense of purpose with a real commercial edge to ensure we provide the best possible worry-free mobility solutions to over 815,000 customers and their families across the UK. Customers exchange their higher rate mobility allowance to lease a range of affordable vehicles (cars, wheelchair accessible vehicles, scooters, and powered wheelchairs) with insurance, maintenance and breakdown assistance included. We are the largest car fleet operator in the UK (purchasing around 10% of all the new cars sold in the UK) and work with a network of around 5,000 car dealers and all the major manufacturers. We pride ourselves on delivering outstanding customer service, achieving an independently verified customer satisfaction rating of 9.8 out of 10. Our values are at the heart of everything we do. They represent ambition, and we look for our people to live and breathe them every day: We find solutions We drive change We care We operate hybrid working across the organisation where we split our time between working on-site at our offices, and at home, remotely within the UK. We believe hybrid working achieves a good work/life balance for our colleagues, allowing us to connect with each other, collaborate on important work, and perform together to deliver for our customers. It allows us to have the flexibility to work remotely up to 2-days per week whilst also using the great office spaces we have available. As a Motability Operations team member, the benefits you can expect are: Competitive reward package including an annual discretionary bonus 15% non-contributory pension (9% non-contributory pension during probation period) 28 days annual leave with option to purchase and sell days Free fresh fruit and snacks in the office 1 day for volunteering Funded Private Medical Insurance cover Electric/Hybrid Car Salary Sacrifice Scheme and Cycle to Work Scheme Life assurance at 4 times your basic salary to give you a peace of mind that your loved ones will receive some financial help Funded health screening for over 50s Voluntary benefits: charitable giving, critical illness insurance, dental insurance, health and cancer screenings for you and your partner, discounted gym memberships and season ticket loans Employee Discount Scheme with an app to save on the go Free access to healthcare apps such as Peppy, Unmind, Aviva Digital GP and volunteering app on Hand for all employees Generous family leave policies At Motability Operations, we believe in building a diverse workforce, where our people are empowered to attend work as their true selves, and we encourage people from all backgrounds to apply. We want to sustain a culture that nurtures, where employees are free to flourish and where they're rewarded equally, regardless of race, nationality or ethnic origin, sexual orientation, age, disability, or gender. We pride ourselves on being an inclusive employer and as such, all our offices provide first rate disability access. With our hybrid working environment, we do our best to accommodate part-time and flexible working requests where possible, building on our culture of trust, empowerment, and flexibility. ADZN1_UKTJ