Customer Insight Strategy and Transformation Lead

Team - Insights Lab

Working Pattern - Hybrid - 2 days per week in any of the Vitality offices. Full time hours. We are happy to discuss flexible working!

Top 3 skills needed for this role:

• Expertise in design and integrate complex data architectures
• Experience in leading global organisational change
• Experience in leading through others and developing capability

What this role is all about:

This role heads the strategic enablement of the Insights Lab-building the capability, infrastructure and frameworks that power actionable, scalable and self-service analytics across Vitality.

You will design a connected, 360° customer view by integrating diverse data sources and enabling the shift from reactive reporting to proactive, predictive insight. You'll lead advanced analytics, champion innovation, and ensure the business leverages cutting-edge techniques to drive transformation.

As part of the Insights Lab Leadership Team, you'll translate complex analytics into clear, actionable strategies for senior leaders, mentor analytics talent and embed best practice across the organisation-all while ensuring robust governance, data quality and trusted insight delivery.

Key Actions

• Lead and develop the Customer Insights function, converting strategy into scalable capability
• Build and maintain an integrated 360° customer view using internal and external data sources
• Develop modern data infrastructure, governance and self-service tools
• Create standardised frameworks and reusable assets for analytics and reporting
• Embed customer analytics best practice through coaching and enablement
• Link insight to business outcomes, supporting change and strategic decision-making
• Champion innovation, introducing new tools, methodologies and AI/ML approaches
• Generate strategic insights, identifying trends, risks and opportunities
• Present clear, actionable recommendations to senior leaders
• Partner across the business to drive adoption of high-quality, contextually relevant insights
• Contribute to enterprise-wide initiatives such as Consumer Duty and predictive modelling

Do you have experience in Time management?, * Expert in data architecture, integration, and connectivity across diverse sources (SQL, cloud platforms, APIs)

• Advanced skills in machine learning, AI, predictive modelling, and analytics frameworks
• Experience managing enterprise analytics initiatives and teams
• Experience designing and maintaining data architecture for integrated customer views
• Experience commanding teams in data-driven environments
• Strong business acumen and strategic thinking
• Excellent communication and stakeholder management
• Proven ability to synthesize complex signals into actionable insights
• Expertise in customer experience, operational, and financial analytics
• Effective time management, prioritisation and coverage across multiple projects

• A pension of up to 12%- We will match your contributions up to 6% of your salary
• Our award-winning Vitality health insurance - With its own set of rewards and benefits
• Life Assurance - Four times annual salary

These are just some of the many perks that we offer! To view the extensive range of benefits we offer, please visit our careers page. Fantastic Benefits. Exciting rewards. Great career opportunities! If you are successful in your application and join us at Vitality, this is our promise to you, we will:

• Help you to be the healthiest you've ever been.
• Create an environment that embraces you as you are and enables you to be your best self.
• Give you flexibility on how, where and when you work.
• Help you advance your career by playing you to your strengths.
• Give you a voice to help our business grow and make Vitality a great place to be.
• Give you the space to try, fail and learn.
• Provide a healthy balance of challenge and support.
• Recognise and reward you with a competitive salary and amazing benefits.
• Be there for you when you need us.
• Provide opportunities for you to be a force for good in society.

We commit to all these things because we want you to feel that you belong, and are supported to be happy and healthy.

We're really excited to announce that we have recently been awarded "Top 10 Best Places To Work" in The Sunday Times Awards 2024! Vitality is a multi-award-winning UK insurance brand, here to make the world a healthier, happier place. We've been a purpose and values-driven business from day 1- long before it became fashionable. Our core purpose is to make people healthier and enhance protect their lives. Vitality pioneered shared-value insurance. We incentivise people to live healthier longer lives - they benefit, our business benefits, and society benefits. We're successful because we attract, develop, and retain the best people - and because we care. Plus, you get to join our 1.7+ million members with access to our unique health insurance and healthy living programme. Just to make sure you know our products inside and out. Ready to find out if we're the right fit for you? We can't wait. Diversity & Inclusion At Vitality, we're committed to diversity and inclusion because it's good for our employees, for our business, and for society. We welcome applications from individuals of all backgrounds, experiences, and perspectives.