Customer Insights & Experience Specialist, London/Belfast

Location/Office Policy:  St Marys Axe, London or Ann Street, Belfast with Hybrid Working 

Currently 2 days per week in office moving to  3 days per week from 1st January 2026

• Are you passionate about understanding customers' needs and behaviours?
• Have you a curious mind with experience in customer research, data analysis, or customer experience design.
• Do you thrive on turning data into stories and insights into action?

What is the Role:

This role focuses on understanding customer needs, behaviours, and expectations to improve our products and services, and enhance our customers’ overall experience. In this role, you’ll be the voice of the customer—using research, analytics, and empathy to uncover what matters most and ensure every interaction reflects that.

Reporting to the Customer Experience Team Lead, you will play an integral role in helping shape and deliver our customer experience strategies across AIB. You will work with key stakeholders to collate, review and obtain actionable insight from a range of quantitative and qualitative sources to improve customer experience. This means conduct research and using strong analytical skills to understand how customers interact with the business across key touchpoints to identify pain points and opportunities for improvement.

Key accountabilities:

• Monitor and analyse external market trends, competitor activity, customer feedback and insights to identify emerging customer behaviours and actionable insights.
• Conduct benchmarking studies and external research to gather broader industry insights which inform proposition development and our customer strategy.
• Act as a trusted advisor to internal teams, ensuring customer insights are embedded in strategic planning and operational decisions.
• Collaborate with cross functional teams to inform journey mapping and customer improvement initiatives.
• Monitor customer experience metrics (e.g. Complaint volumes, Voice of the Customer, CMA Quality Service Metrics) to identify pain points and opportunities across customer touchpoints (e.g. digital, branch experience, on-boarding)
• Communicate and report analytical findings to senior stakeholders effectively in both written and verbal form, making recommendations that drive customer-centric improvements
• Monitor external changing consumer trends alongside actions and internal change initiatives for their impact on customer experience.
• Contribute to a culture of customer obsession and continuous learning across the organisation 

What you Will Bring:

• Customer focussed individual with proven and relevant technical and business experience in finance and conducting market and customer research.
• Analytical background with the ability to garner insight from various sources.
• Exceptional communication and interpersonal skills supported by strong presentation and report writing skills.
• Ability to multitask and work well under pressure and meet tight timescales whilst ensuring quality and accuracy of output.
• Positive mindset and proactive attitude with high levels of initiative and excellent attention to detail
• Strong stakeholder management skills with proven ability to negotiate and influence both internal and external stakeholders.
• Strong proficiency in manipulating and analysing data to draw insights by using various tools (such as SQL, Python, Excel, Power BI, Tableau) would be an advantage.

Why Work for AIB:

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:

Behavioural

1. Customer First- Building strong customer relationships and delivering customer centric solutions.
2. Ensures Accountability - Holding self and others accountable to meet commitments.
3. Collaborates- Building partnerships and working collaboratively with others to meet shared objectives.

Technical 

1. Research- Demonstrates ability to discover, develop and apply compelling customer insights to generate recommendations for customer centric solutions.
2. Communication- Communicates with clarity and precision in both written and verbal contexts. Presenting complex information in a concise format that is audience appropriate

If you are not sure about your suitability based on any aspects of the role advertised, we encourage you to please contact the Recruiter for this role, Noelle Ryan , at careers@aib.ie  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

Disclaimer:

Unsolicited CVs sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.  

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Application deadline:  Friday 14th November 2025 (just before midnight)