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Job reference 340769
Head of Insight
Competitive salary, plus £5,500 car allowance, healthcare, 18% annual bonus potential, 27.5 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates
Permanent, Full time
Royal Mail Farringdon
Royal Mail is looking for an exceptional Head of Customer Insight & Market Intelligence to lead the development of a customer-led, insight-driven approach across the business. This is a high-profile leadership role responsible for creating a single, trusted view of the customer and market, helping shape strategic decisions, commercial priorities and customer experience improvements across Royal Mail. You'll play a central role in ensuring customer insight is at the heart of how we plan, prioritise and grow.
About The Role
Reporting to the Director of Customer Propositions, you will lead Royal Mail's Customer Insight and Market Intelligence capability, bringing together customer feedback, behavioural data, operational performance and market intelligence to provide actionable insight that drives business decisions. You'll work closely with Product, Commercial, Operations and Marketing teams, ensuring customer and market understanding informs everything from proposition development and investment priorities to growth opportunities and service improvements.
This is an exciting opportunity to shape a modern, data-led insight function and build a culture where customer understanding drives measurable business outcomes.
Key Responsibilities
- Lead the development of a comprehensive customer listening programme across consumer and business segments.
- Create and maintain a unified view of customer insight by integrating Voice of Customer, behavioural and operational data.
- Deliver market, competitor and customer intelligence that informs commercial and strategic decision-making.
- Drive research, analytics and segmentation programmes that identify opportunities for growth, retention and customer experience improvement.
- Translate insight into clear business priorities and embed customer understanding into planning and governance processes.
- Lead and develop the insight function, including team capability, supplier relationships and budget management.
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About You
You are an experienced insight leader who combines strategic thinking with strong analytical expertise. You have a proven track record of transforming customer and market data into actionable recommendations that influence business decisions and deliver measurable results. You enjoy working across multiple functions, challenging thinking and building strong relationships with senior stakeholders. You're equally comfortable discussing research methodologies, customer behaviour and commercial strategy, and can bring complex information to life through compelling storytelling.
What You'll Bring
- Significant experience leading customer insight, market intelligence or research functions.
- Deep expertise in Voice of Customer (VoC) programmes and customer listening frameworks.
- Strong market and competitor intelligence experience with the ability to translate trends into business action.
- Advanced knowledge of qualitative and quantitative research methodologies.
- Experience integrating multiple data sources into actionable customer insight.
- Strong commercial acumen and the ability to link insight to revenue, retention, cost and ROI outcomes.
- Experience leading and developing high-performing teams and managing external research partners.
Role Impact
This role owns the customer insight and market intelligence capability across Royal Mail, shaping strategic decision-making and helping ensure customer needs are reflected in business priorities. You'll oversee a significant insight budget, lead multidisciplinary teams and help embed a customer-led culture across the organisation.
Extra Benefits
- Family friendly support - enhanced maternity pay, paternity leave, adoption leave and shared parental leave
- Supportive and generous company sick pay
- Funded Dental – As a manager you are eligible to a level of employer funded dental insurance*
- Health Assessment – As a manager you are eligible to an employer funded health assessment every 2 years*
- Benefits Account – You will have access to your personal benefits account on our ‘My Bundle+’ platform. There are more than 800 retail offers to help you save on things like groceries, days out, holidays and your household bills as well as employer provided and voluntary benefits to suit your lifestyle.
- Your Wellbeing - you and your family have 24/7 access to services and tools to help you get the most out of life. From your physical and mental health to financial and social support and advice. It’s free, and it’s for everyone.
- Available only to permanent employees
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Next Steps
The next stage of the selection process will be a face to face interview consisting of competency based and role specific questions along with a presentation exercise. We plan to hold interviews on w/c 17th August at our Farringdon office.
Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.
We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we’d love to hear from you.
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses/partners.
We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/
Closing Date: 2nd August. Please note, this advert may close early if the appropriate number of applications has been reached.
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