Head of Insight: Customer Behaviour, Needs & Research

at  Lloyds Banking Group

End Date
Wednesday 19 February 2025
Salary Range
£134,589 - £158,340
We support flexible working – click here for more information on flexible working options
Flexible Working Options
Hybrid Working, Job Share
Job Description Summary
Are you ready to lead the charge in transforming how we understand our customers? We’re on the lookout for an experienced insight leader who can drive our business forward by combining diverse information sources to generate a deep understanding of our customers. Your mission: to develop compelling insights into customer needs and behaviours, enabling us to design market-leading products, propositions, and communications
Job Description
JOB TITLE: Head of Insight: Customer Behaviour, Needs & Research
LOCATION(S): London, Bristol or Leeds
HOURS: Full time
WORKING PATTERN: Hybrid, 40% (or two days per week) in one of our office sites mentioned above
About this opportunity
At Lloyds Banking Group, we see customers as real people with real needs, navigating the ups and downs of life. We’re looking for someone who shares this perspective and is passionate about using research and insights to make a meaningful impact. Inherently curious, you’ll excel at evaluating diverse data sources, assessing their implications, and informing business strategy. You’ll thrive on getting under the skin of business challenges and distilling complex analyses into compelling narratives that bring insights to life.
We need a trailblazer who isn’t afraid to challenge the status quo and bring fresh, innovative ideas to the table. In our matrix structure, collaboration is key. You’ll work closely with stakeholders across our business and with third-party agencies, building strong relationships along the way. You enjoy healthy debates in pursuit of the best outcomes and can make trade-offs to ensure the team’s energy and resources are focused on the right areas. You’re passionate about trying new things and continuously raising your team’s game.
This role is pivotal as we scale the largest financial transformation in Europe. If you’re driven to make meaningful work with brilliant people and aren’t afraid to roll up your sleeves and lead by doing, we want to hear from you!
About us
If you think all banks are the same, you’d be wrong. We’re an innovative, fast-changing business that’s shaping finance as a force for good. A bank that’s empowering its people to innovate, explore possibilities and grow with purpose.

Key Responsibilities:

• Serve as the main point of contact for customer insight requests across LBG, applying a range of insight approaches and disciplines to build compelling narratives that solve business challenges and opportunities.
• Translate business objectives into insight briefs, collaborating across the Insight, Planning & Effectiveness team to mobilize the right research, analytic, or data science approaches.
• Support customer proposition and marketing communication design and development through an understanding of key customer segments and audience testing.
• Lead the Research capability for Consumer businesses, as well as the pan-Group Research Centre of Excellence and Research Agency Roster, cultivating best practices and up-to-date industry knowledge.
• Ensure continuous upskilling of the team, benchmarking against best-in-class Insight and Research functions, and driving innovation in customer understanding, efficiency, and productivity.
• Support the Insight, Planning & Effectiveness Director in maintaining an overview of Risk profile and Control Management across the department.

Skills and Experience:

• Strategic and Analytical Thinking: Proven ability to evaluate diverse data sources, identify key findings, and assess their implications for business strategy. Agile, precise, and commercially minded.
• Research & Insight Experience: Experience in customer/market research, insight, or related fields.
• Commercial Acumen: Strong understanding of commercial levers within Financial Services. Able to link financial data, business critical metrics, and customer insights to broader business strategy.
• Communication and Insight Storytelling: Skilled at distilling complex analysis into clear, engaging narratives that influence senior executive decisions and foster collaboration.
• Control Management: Experience managing budgets, workflows, and risks associated with customer insight, data analysis, and executive reporting. Proficient in tools like JIRA and Workfront.
• Values & Behaviours: Collaborative, humble, and a great teammate. You create psychologically safe environments where teams can achieve brilliant things together.

About working for us
Our focus is to ensure we’re inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.
We want our people to feel that they belong and can be their best, regardless of background, identity or culture.
We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.
And it’s why we especially welcome applications from under-represented groups.
We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%
• An annual bonus award, subject to Group performance
• Share schemes including free shares
• Benefits you can adapt to your lifestyle, such as discounted shopping
• 30 days’ holiday, with bank holidays on top
• A range of wellbeing initiatives and generous parental leave policies

Ready for a career where you can have a positive impact as you learn, grow and thrive? Apply today and find out more!
At Lloyds Banking Group, we’re driven by a clear purpose; to help Britain prosper. Across the Group, our colleagues are focused on making a difference to customers, businesses and communities. With us you’ll have a key role to play in shaping the financial services of the future, whilst the scale and reach of our Group means you’ll have many opportunities to learn, grow and develop.
We keep your data safe. So, we’ll only ever ask you to provide confidential or sensitive information once you have formally been invited along to an interview or accepted a verbal offer to join us which is when we run our background checks. We’ll always explain what we need and why, with any request coming from a trusted Lloyds Banking Group person.
We’re focused on creating a values-led culture and are committed to building a workforce which reflects the diversity of the customers and communities we serve. Together we’re building a truly inclusive workplace where all of our colleagues have the opportunity to make a real difference

• Serve as the main point of contact for customer insight requests across LBG, applying a range of insight approaches and disciplines to build compelling narratives that solve business challenges and opportunities.
• Translate business objectives into insight briefs, collaborating across the Insight, Planning & Effectiveness team to mobilize the right research, analytic, or data science approaches.
• Support customer proposition and marketing communication design and development through an understanding of key customer segments and audience testing.
• Lead the Research capability for Consumer businesses, as well as the pan-Group Research Centre of Excellence and Research Agency Roster, cultivating best practices and up-to-date industry knowledge.
• Ensure continuous upskilling of the team, benchmarking against best-in-class Insight and Research functions, and driving innovation in customer understanding, efficiency, and productivity.
• Support the Insight, Planning & Effectiveness Director in maintaining an overview of Risk profile and Control Management across the department