Head of Customer Insights
Job title: Head of Customer Insights in Atlanta, GA at Finastra
Company: Finastra
Job description: Who are we?At Finastra, we are a dynamic global provider of open finance software solutions, dedicated to expanding access to financial services. Our innovative applications span Lending, Payments, Treasury and Capital Markets, and Universal Banking. Proudly serving over 8,000 customers, including 45 of the world's top 50 banks, we aim to boost financial inclusion for all. Join us and be part of a vibrant company that embraces diverse perspectives, and is committed to doing well by doing good.The Head of Customer Insights is responsible for developing and implementing customer insight methodologies, including Net Promoter Score (NPS) and other key metrics, to support Finastra’s strategic focus on customer-centric driven growth. This position plays a crucial enterprise role in promoting customer-focused decision-making throughout the business, acting as the internal advocate for Finastra’s 8,000+ customer base, ensuring that customer feedback and insights are incorporated into all aspects of the company's operations and strategy execution.Key accountabilities & decision ownership
- Customer Insight strategy and methods: Develop and execute a comprehensive customer insights strategy that aligns with Finastra’s strategic priorities and growth agenda.
- Tools and frameworks implementation:
- Design and implement NPS framework and other customer insight methods as appropriate to gather information on customer insight and experience.
- Design, manage, and interpret qualitative and quantitative research programs (e.g., surveys, interviews, usage data analysis). Shape and embed a regular and appropriate cadence of customer insight reporting, aligned to the BU and cross-business operational performance cadence
- Systematic Qualitative Surveys and Interviews
- Design and conduct client surveys – directly or via BU teams/ other functions
- Interview clients across their lifecycle (e.g., during implementation, at steady state, after churning, etc.)
- Analysis of internal customer data:
- Review and synthesize support tickets and chat bot transcripts
- Analyze product usage and telemetry data.
- Collect and consolidate sales team feedback.
- Customer Insight synthesis and opportunity identification:
- Identify emerging customer trends, needs, pain points, and opportunities for growth.
- Collaborate with Product Marketing, Product Management and Sales organizations across the business units to enhance product positioning, product roadmaps, customer engagement etc informed by customer insight outputs and recommendations
- Customer-centric culture: Champion a culture of customer-centricity across Finastra, coaching client-facing teams in particular to integrate insights into their work.
- Communicate the voice of the customer to all internal stakeholders.