Senior Customer Insights Manager

Senior Customer Insights Manager

Swindon – Hybrid

We’re Arval BNP Paribas – we’re a global leader in vehicle leasing and the fourth largest leasing company in the UK. Our passion for Service, Sustainability, and Solutions is brought to life by each and every one of our people – who we call Journey Makers.

Culturally, we’re a friendly bunch – more human than corporate – and we serve a diverse customer base. From families choosing their first electric vehicle, to global brands seeking to switch their fleets to electric vehicles – whatever our customers’ mobility needs, we have a solution to offer.

Why join Arval?
In addition to the benefits and opportunities that come with being part of a progressive global banking group, we have a supportive and collaborative culture where wellbeing and work-life balance are taken seriously. Which is why we recently won the Wellbeing category of the 2024 Business Car Awards.

About the role
You’ll lead the development and delivery of customer insight strategies that drive positive change. You’ll champion customer advocacy, working with colleagues to turn data into actionable strategies that improve satisfaction and loyalty. You’ll make sure customer feedback is heard and acted upon, supporting business growth. This is your chance to make a real impact on the customer experience at Arval.

Some of your key responsibilities will include:

• Owning the design and execution of customer insight strategies to support business objectives
• Managing and developing customer feedback mechanisms such as NPS, PES and CSAT
• Translating customer data into clear recommendations for business leaders
• Overseeing the advocacy programme and mentoring a direct report

What we’re looking for
You’re a strategic thinker who enjoys turning data into action. You see the bigger picture, ask ‘so what?’ and look for ways to improve the customer journey. You’re confident presenting your ideas and work well with a range of stakeholders. You enjoy mentoring others and you’re motivated by making a positive impact.

You’ll also be able to demonstrate:

• Experience designing and delivering customer insight strategies, ideally using platforms such as Medallia and Trustpilot
• Strong analytical skills, able to interpret complex data and present clear insights
• A track record of managing customer feedback programmes and driving improvements
• Excellent communication and relationship-building skills, able to influence at all levels

The package
We offer a basic starting salary of up to £65,000, plus a bonus of up to £8,900. We also offer 25 days holiday as standard, plus bank holidays, an extra day off for your birthday, and the option to purchase an additional 5 days.
We also provide a comprehensive benefits package, including:

• Company car or cash alternative of £6,000 per annum
• Private medical cover, including a digital GP service
• Company pension with up to 10% employer contribution
• Discounts on our products and services and discounts in many high street brands
• 2 paid volunteering days every year
• Free on-site gym
• Subsidised restaurant serving chef-prepared breakfast and lunch, plus discounted Costa Coffee
• Plus, a range of flexible benefits to suit your lifestyle

Ready to make a difference?
Sound interesting? Click to apply and a member of our Talent Acquisition team will review your CV.
We’re passionate about being a consciously inclusive employer, with a strong Speak Up culture. We’re also proud to be a Ban the Box employer as part of our commitment to a fair and inclusive society for all.

Interview process

• Telephone interview with our Talent Acquisition team
• 2-stage interview process 

If you’re not shortlisted, we’ll still let you know the outcome of your application.

What are you waiting for? Apply today and we’ll be in touch.