Head of Customer Insights & Performance, Dublin

Office location: Molesworth Street, Dublin 2.

The Head of Customer Insights & Performance contributes, along with key stakeholders, to the development and implementation of the Enterprise Customer First Strategy. 

Specifically, the role is responsible for leading and developing the customer insights and performance strategy to understand customer engagement, and drive value.

The Head of Customer Insights & Performance provides strategic leadership of all customer and market analytics, translating hypotheses into research plans and methods that create business and customer insights.

The role holder will be responsible for developing the strategy that will provide improved customer insights and understanding, informing decision making and the ability to predict/react to customer needs and improve customer experiences.

Lead the centralising of core customer data and insights activities and capabilities including data collection, data analytics, customer segmentation, predictive analysis, reporting and performance management while also creating a centre of excellence.

The Head of Customer Insights & Performance will be a member of the Chief Customer Officer Senior Management Team.

What is the Role:

• Lead the development of the customer insights and performance strategy to understand customer engagement, and drive value.

• Lead the function in synthesising available data and results to present key insights that drive innovative and strategic business thinking, assist with developing strategies, executing initiatives, and evaluating effectiveness.

• Development of customer strategies that aim to improve customer data capture, optimise habit formation, increase customer retention, and optimise customer lifetime value.
• Develop a cross channel single customer view.
• Review and deploy customer segmentation to optimise customer treatment strategy (CRM).​

• Drives, contribute to and enhances customer experience and commercially viable approach across the Enterprise.

• Lead the ongoing review of the Voice of the Customer Programme/NPS (Net Promoter Score) and define value​.
• Predicative analysis to develop propensity models and optimise CRM.
• Lead the customer research team​ to support the development and delivery of the Customer First strategy.

• Leadership and capability development of Customer Insights & Analytics team; driving performance and creating a culture of innovation and learning.
• As a member of the CCO SMT, contribute to the delivery of AIBs stated Customer First ambition.

What you Will Bring:

• 10+ years' experience in a data driven organisation in a senior management position.
• 10+ years' experience in Customer Insights / Analytics and or Performance.
• Development and execution a data strategy that enables key customer decisions to be made based on rich insights and analytical data.
• A shift in cultural mindset to embed a data and insight led approach to customer strategies.
• Orderly extraction and centralisation of key customer data and insights capabilities and activities from Business Units.​
• Ringfenced funding and change capacity for Segmentation, cross channel single view, 1PD, propensity modelling.
• Delivery of Customer Segmentation, Single Customer View, LTV, Real time analytics and propensity modelling​.
• Delivery of improved customer insights and understanding to inform customer journeys and actions.
• Attract, engage, and retain talent and capability with a clear employee value proposition. Clarity on the opportunities to learn and enhance careers within CCO.

• Key driver to ensure delivery of business plans and P&L​.

A Reminder of What We Offer:

We are committed to offering our colleagues choice and flexibility in how we work and live and our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements.

Some of our benefits include;

• Market leading Pension Scheme
• Healthcare Scheme
• Variable Pay
• Employee Assistance Programme
• Family leave options
• Two volunteer days per year

Please click here for further information about AIB’s PACT – Our Commitment to You.

Key Capabilities

Data Analysis

• Data & Analytics Expertise.
• Advanced Analytics: Knowledge of predictive modelling, statistical analysis, and machine learning techniques.
• Data Management: Understanding of data architecture, ETL processes, data warehousing and data governance.
• Business Intelligence (BI): Proficiency in BI tools such as Power BI, Tableau, Looker, or Qlik.
• Data Visualisation: Ability to create intuitive dashboards and communicate insights clearly.

KPI Development & Measurement

• Performance Measurement.
• KPI Development: Ability to define and track key performance indicators (KPIs) across AIB .
• Benchmarking & Forecasting: Skills in setting performance benchmarks, conducting variance analysis, and building forecasts and scenario models.
• ROI Analysis: Strong grasp of financial modelling to link business outcomes to insights and performance initiatives.

Data Insights

• Organisation Insight Generation.
• Insights from Data: Translate complex findings into actionable insights for stakeholders.
• Consumer & Market Insights: Use of qualitative and quantitative research methods.
• Competitive Intelligence: Ability to analyse industry trends, market positioning, and competitor performance.

Technical Leadership

• Leadership & Stakeholder Management.
• Cross-Functional Collaboration: Experience working with multiple teams within AIB to drive strategic outcomes.
• Team Leadership: Capability to build and lead high-performing insights and performance team with multiple cross functional skills.
• Change Management: The ability to drive adoption of insights and performance culture across AIB.

Behavioural Capabilities

• Drives Progress
• Develops & Empowers
• Performs & Transforms
• Customer First

If you are not sure about your suitability based on any aspects of the role advertised, we encourage you to please contact Orlaith Ryan for a conversation.

AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at careers@aib.ie