Proposition Strategy & Customer Research Lead

Key Responsibilities

• Create and drive a customer proposition roadmap aligned with business strategy and customer needs, driving both commercial and customer value.
• Lead and coordinate customer research (including competitor analysis and macro trend tracking) to inform proposition roadmap development and identify opportunities for improvement or new propositions.
• Collaborate with cross-functional teams (Marketing, Brand, Digital) to bring innovative propositions to life.
• Set and track KPIs for each proposition, balancing customer impact and commercial success.
• Monitor commercial and customer outcomes for propositions.
• Execute competitor analysis and track macro trends to maintain proposition relevance and competitiveness.
• Manage internal and external investment funds, determining products/services to deliver customer goals.
• Contribute to strategic external partnerships impacting customer value and growth.
• Collaborate with the Proposition Design Lead for design, development, and testing of go-to-market propositions.
• Work with the Proposition Scrum Lead to embed measurement of go-to-market propositions.
• Lead teams, developing, coaching, and empowering managers and teams to meet business and customer needs.

Skills and Expertise

• Understanding of customer proposition and research.
• High degree of commercial acumen and experience in the digital sector (experience in consumer financial services preferred).
• Strong communication, leadership, and people management skills.
• Ability to influence senior stakeholders (internal and external).
• Experience innovating business and customer outcomes through digital technology.
• Experience of data science or behavioural science advantageous.
• Experience of operational and financial planning, strong commercial acumen.
• Experience of delivering customer-centric transformational change and commercially beneficial initiatives.
• Ability to simplify complex tasks and policy positions for effective management and communication.
• Experience embracing and role modeling agile capabilities.
• Experience of relevant legal, regulatory, and risk management.