The Customer Insight team provides the business with the voice of the customer, through research, surveys and other sources of insight. We help the business to understand how customers feel about our products and services – what we do well and areas we can focus on to drive further improvement. The OSB Group is a FTSE 250 specialist mortgage lender, primarily focused on carefully selected segments of the mortgage market. Our specialist lending is supported by our Kent Reliance and Charter Savings Bank retail savings franchises. Diversification of funding is provided by sophisticated securitisation platforms. OSB’s unique cost-efficient operating model is supported by our wholly-owned subsidiary OSBIndia. Alongside passion for our products and customers, we're passionate about our people and want to continue building a collaborative and engaging environment. Being dedicated to Diversity, Equity and Inclusion, we encourage differences and recognise that individuals from diverse backgrounds and experiences can bring valuable insights and enhance the way we work. This is supported by our Diversity, Community and Environment Employee Engagement Networks and our commitment to the Women in Finance Charter and Women in Leadership Programme. In this role, you will have the opportunity to play a key role in the development and ongoing management of our overall customer experience insight activity. The role holder will ensure clear and well-articulated customer experience insight and intelligence is shared at a senior level. Your responsibilities will include… Leading the redesign of the way customer insight data is analysed and presented so that we can better understand correlation, core drivers of satisfaction or dissatisfaction. Owning the identification of hotspot concerns or challenge in performance and surface them for discussion on action required. Owning the creation and delivery of customer insight and intelligence outputs and actionable insights by journeys from both our VoC ecosystem and other sources of data in order to develop these into tangible improvement strategies. Working closely with other areas of the business to carry out insight deep dives so that customer understanding is brought together with business understanding in order to better diagnose root cause and effective action planning. Acting as the owner of our CX Insight and as a subject matter expert on all matters relating to customer understanding, insight and intelligence Be integral to the re-development of the VoC programme, this will focus on optimising the existing infrastructure on the VoC programme and developing this to incorporate new journeys and touchpoints We offer a base salary dependent on experience of between £50,000 - £60,000 and a competitive benefits package including: Discretionary annual bonus opportunity of up to 15% 28 days annual leave plus bank holidays Contributory pension (8% employer 5% employee) Life Assurance (4x salary) plus Group Income Protection Access to Private Medical Insurance and Medical Cash Plan Maternity & Adoption Leave – Occupational Maternity/Adoption Pay provided at 100% of salary for the first 26 weeks. Paternity Leave – 8 weeks of paid leave to be taken within 12 months of birth or adoption. Additional benefits such as Hybrid working, Cycle Purchase scheme, Technology Purchase scheme, Season Ticket Loan, Holiday purchase / sell schemes, Employee Perk Portals, Payroll giving and Save as you Earn scheme. We are looking for talented individuals who have the experience and knowledge set out below: 5 years previous experience or equivalent demonstrable experience in customer insight practices e.g. VoC and how to create this from Scratch Strong knowledge of customer strategy, frameworks and methodologies is essential. Leadership skills and ability to present information to impact and influence others towards business objectives and customer improvements is essential If this sounds like you, please apply now For internal applications please visit the internal careers page to apply. Alternatively, if you wish to have an informal and confidential chat please get in touch. Contact details can be found on our careers page. If shortlisted from your initial application we operate a personalised recruitment process. Interviews are a two way street, we aim for them to be relevant and conversational to get the best out of you OSB Group are dedicated to diversity in the workplace and committed to treating all our employees and job applicants equally. We embrace equal opportunities and are opposed to discrimination on any grounds. As part of our public commitment to the Women in Finance Charter, we have introduced our own initiatives to attract, develop and advance senior women in our sector. We don’t stop there though, we have broadened our approach to encourage diversity and inclusion at all levels and in all roles. Our leadership and Executive Committee are right behind us, to the extent that our Diversity Champions sit at Board level and on a monthly basis receive updates on our progress. Whilst we are an organisation that values face-to-face interaction to build and nourish our culture, we also acknowledge that people are not just productive in an office and tied to the 9 to 5. Flexible-working opportunities are important for establishing a healthy work-life balance so if you see a role of interest we are happy to be asked about flexibility and explore together if we can make it work. All applicants must have rights to work in the UK and be willing to undertake the relevant pre-employment screening checks should your application be successful.