Head of Customer Insight

Location: HSK, London, W8 5HY

Position: Full Time/Permanent

 

 

About the role

We’re looking for an experienced and engaging audience insight leader who can help us integrate customer-first thinking across the Daily Mail.

 

Main Responsibilities

This role will be responsible for:

• Building and owning our "always-on" customer insights function - heading a continuous, prioritised programme of qual and quant research - and liaising with Brand, Product, Commercial, Strategy and third party partners to ensure insights serve all well
• Making insight on our customer segments is easily accessible to the business, through self-serve, team-specific tools and regular reporting and stakeholder engagement
• Integrating customer thinking into decision flows (planning, commissioning, roadmaps, pricing) both before and after KPI setting
• Making sure our customer segmentation is a living, iterative framework - resized against new data and revisited regularly
• Working alongside teams to turn insight into prioritisation and strategic bets, helping translate segments into clear calls on which audiences to win, positioning, value proposition and brand, and help defend those trade-offs at a leadership level
• Driving cultural adoption and change management - embedding customer segments into day-to-day thinking, upskilling teams
• Managing Brand Tracking across the UK, US and Australia, and using this tracking to inform marketing strategy and business decisions
• Driving high standards for how customer insight is used across the organisation

 

 

Person Specification

We’re looking for a confident Head of Customer Insight - you’ve likely already done this role, or you’re a highly experienced insight Lead. You’re;

• Used to seeing gaps where Insight can better serve an organisation
• Used to setting the insight agenda, not just being given briefs to complete
• Confident in commissioning, designing and leading qualitative and quantitative mixed-methods research
• Able to scope, commission, quality-assure and interpret both in-house qualitative and large-scale quantitative research (segmentation surveys, cluster analysis, pricing/WTP work), directing agencies and internal analysts with confidence
• Track record of building insight archives and tooling that scale access to insights
• Happy presenting, dissecting and debating insight at a senior level
• Experienced in hiring and managing a small team (1-2 reports) and using AI to extend the reach and support of insight across an organisation

 

 

Our Commitment

We are committed to increasing diversity and maintaining an inclusive workplace culture. We welcome applications from all qualified candidates regardless of their ethnicity, race, gender, religious beliefs, sexual orientation, age, marital status, or disability.

We are Disability Confident Committed. Please let us know if you require any recruitment documentation in other formats or if you require reasonable adjustments to be made during the recruitment process. Please be assured that any such information will be held separately to your recruitment application and will not be considered as part of the selection process.