WHO WE ARE:

At Vanquis, we have a simple purpose: to deliver caring banking so our customers can make the most of life’s opportunities. Established in 1880, we’re now a FTSE All Share company and leading specialist bank. We lend responsibly, providing tailored products and services to over 1.69 million UK customers.
Vanquis has been named one of the Financial Times UK’s Best Employers 2025, ranking in the top 50 nationwide and seventh in Banking and Financial Services. This recognition is based on independent employee feedback, reflecting our strong workplace culture, career growth opportunities, and commitment to our people. Our dedication to making a real difference for customers and supporting our colleagues remains at the heart of what we do.
We take care of our colleagues as well as our customers, working hard to create a rewarding and supportive work environment. That means competitive salaries, benefits, and a Group-wide recognition scheme. Everyone can enrol in our pension and after six months, you can join our ‘Buy as You Earn’ scheme.
We’re about more than financial rewards though. We give everyone a voice in the business and room to be their authentic self. And we know you’re here to build your career, so we help every colleague with training and development opportunities. Making sure there’s always something new to learn.

• Customer Research: design and lead customer research with a particular emphasis on qualitative research through various methodologies. Lead in-depth interviews and ethnographic research, surveys and usability testing to understand customer wants, needs, pain points and Jobs to be Done. Collaborate with teams across the organisation to translate research findings into actionable recommendations. Continuously monitor and evaluate user feedback to iteratively improve the customer experience.
• Market Research: conduct market analysis to identify trends, opportunities and threats within the competitor landscape. Utilise both qualitative and quantitative research methods to gather insights on market dynamics, competitor activities and customer preferences. Synthesize market research findings to provide strategic recommendations.
• Customer Understanding: serve as a single source of truth for customer understanding, using existing feedback channels, surveys and social media monitoring. Work in collaboration with stakeholders across the organisation to set the strategy for customer metrics (e.g. CSAT/NPS) and other relevant measures across the customer journey. Use customer feedback to identify common themes, sentiments and areas for improvement. Act as the voice of the customer within the organisation, advocating for customer centric decisions and initiatives.
• Customer Panel: develop our VBG customer panel to solicit direct customer input and create actionable plans that drive better experiences for customers.