Marketing Insight Specialist

Location Manchester
Discipline: Retail Banking
Job type: Permanent
Contact name: Zoe Taylor

Contact email:
Job ref: 012782
Published: about 2 months ago

Marketing Insight Specialist

Salary: Contact us

Full time - 35 hours

Remote working / Option to work in Manchester office


The Co-operative Bank are longstanding advocates of hybrid and flexible working. During the pandemic our colleagues are working from home fully supported by our bank. As we look to the future, we will continue to offer remote working in roles that allow with the opportunity to spend 1-2 days in the office where desired.


The Co-operative Bank are celebrating 150 years of ethical banking, we're proud to be different. And we're even prouder that it's our people with purpose, who make us different. We help colleagues connect and support each other, our customers and our communities. We reward them with more than just a competitive salary, offering an attractive range of benefits that support work life balance, wellbeing and career development.


Thinking of a move to an ethical organisation? Why not join the UK’s original ethical Bank in our industry leading marketing team.


We are excited to announce a brand new opportunity for a Voice of Customer Specialist. This role is responsible for the creation, delivery and articulation of the voice of customer using a variety of insight sources. You will play a leading role in reviewing and reporting on insights and championing customer improvement across the business!


What will this role involve?


Manage a monthly cycle of customer insight review and reporting to bring the voice of the customer to life, identifying key customer pain points.

Translate and articulate multiple insights that allow customer experience to be understood by stakeholders, informing actions to drive experience improvement.

Play a lead role in assessing overall customer performance against agreed KPIs, working with relevant stakeholders to agree subsequent actions to improve customer experience and financial performance.

Work with marketing teams and other key business stakeholders to ensure the insight plan and metrics aligns to overall business objectives and priorities.

Review insight budgets, ensuring alignment to business priorities.

Deputise for Head of Customer Insight where appropriate.

Represent the customer insight team at all relevant forums internally to ensure the interests of the customer, the marketing function and The Co-operative Bank are effectively represented, and to keep up to date with all relevant developments.

Maintain knowledge of regulatory and legal requirements relevant to the role. Support and promote compliance with those requirements within the role and the business ensuring the customer insight process is adhered to at all times.


What skills do I need?

Proven track record in customer experience / insight roles

An understanding of developing and implementing a voice of customer approach

In-depth understanding of critical category value drivers

Proven track record in stakeholder management

Analytical mindset with the ability to communicate detailed / complex information in a systematic way drawing logical conclusions

Great attention to detail

Excellent communications / influencing skills evidenced through a number of techniques


What can you expect from us?


Flexible and remote working

27 days holiday, plus opportunity to buy 5 extra days

Competitive pension / income protection / life assurance

Positive, friendly work culture that promotes work life balance

Commitment from employers on continued learning & development

Wellbeing support ‘Help@Hand’ offers mental health support, physiotherapy, GP’s for both you and your family.

2 paid days for volunteering per year

‘MyReward’ corporate discount for over 800 retailers and Cycle to Work Scheme.

Family friendly policies and supportive working environment

Recognition scheme and a culture in which we celebrate success

Colleague network groups committed to inclusion and diversity within our Bank.


This role won’t be around for long, so we would advise to get your application to us as soon as possible by applying today. Unfortunately, we can only consider candidates with the right to work in the UK at this time.


Our Bank is committed to continuing to create a diverse workforce and an inclusive environment where all colleagues can fulfil their potential. We welcome applications from talented individuals from all backgrounds and lifestyles who can work with us in maintaining a culture of belonging, where people are valued and respected. If you have a disability as defined by the 2010 equality act please let us know on your application.


As a reputable employer regulated by the Financial Conduct Authority, all offers of employment for this role are subject to a series of background checks, including criminal (DBS) and financial checks.


Please note we may withdraw this vacancy once sufficient applications have been reached.