Location: London (Hybrid)

Company: Albany Beck

Employment type: Permanent

About Albany Beck

Albany Beck are a Management Consultancy focused on providing specialist talent and transformative solutions to Financial Services clients. We combine subject matter expertise with innovative delivery models that help clients scale efficiently, while offering meaningful, long-term career opportunities to our people. At Albany Beck, you’ll be choosing to work with an organisation that’s passionate about your learning journey and committed to your professional career and personal development.

Role Overview

The Customer Insight Consultant will join the Customer Acceleration Team within Commercial Banking, acting as a central hub for identifying, diagnosing, and mobilising customer experience (CX) improvements. This role sits at the intersection of customer insight, strategy, and delivery. The successful candidate will be responsible for uncovering the root causes of customer experience challenges and translating insights into actionable, measurable improvements across the Commercial Banking business. You will work cross-functionally with segment and product teams to drive meaningful change, enhance service models, and support the development of a more customer-centric culture.

Key Responsibilities

• Analyse customer data, sentiment, and Voice of Customer (VoC) insights to identify trends, pain points, and opportunities
• Diagnose root causes of customer experience issues, moving beyond surface-level analysis
• Translate insights into clear, actionable recommendations and improvement initiatives
• Develop compelling, data-driven storytelling materials for senior stakeholders
• Partner with Commercial Banking UK segments and product teams to shape and mobilise service improvements
• Support prioritisation, tracking, and delivery of CX initiatives
• Collaborate with delivery teams to ensure insights are implemented effectively and drive measurable outcomes
• Contribute to building and embedding a customer-centric culture across the organisation

Required Experience & Skills

Core Consulting Skills

• Strong analytical and diagnostic capability
• Structured problem-solving approach (root cause focused)
• Advanced PowerPoint and stakeholder presentation skills
• Ability to translate complex data into clear, actionable business insights

Customer & CX Expertise

• Experience in customer insights / Voice of Customer (VoC) programmes
• Strong background in customer experience (CX) improvement initiatives
• Exposure to service design or service improvement frameworks
• Proven ability to move from insight → action → measurable impact

Stakeholder Management

• Experience working across multiple business areas (e.g. segments, product teams)
• Strong communication skills with the ability to influence senior stakeholders
• Comfortable operating in cross-functional, matrix environments

Domain Knowledge (Preferred)

• Experience within Commercial Banking or Financial Services
• Understanding of lending products and customer journeys
• Familiarity with banking service models

Candidate Profile

• Curious, inquisitive, and driven to understand the “why” behind problems
• Strong sense of ownership and proactive mindset
• Comfortable working in ambiguity and fast-paced environments
• Outcome-focused, with a passion for improving customer experience rather than just producing analysis