• Located at our HQ Office in Maidenhead (in office working Tues, Wed and Thurs) 
• Reporting to the Head of Business Intelligence 
• Newly created leadership position in Customer Excellence 

Job Overview 

The Customer Insights Lead is the leader of the customer insights function, responsible for delivering high-quality, actionable data and recommendations across the entire affiliate portfolio, including current brands, therapy areas, and pipeline assets. This role blends strategic vision with hands-on execution, ensuring that market research and analytics effectively inform decision-making and drive business impact. You will provide leadership and direction to the team of three Customer Insights Partners, fostering a culture of evidence-based decision-making, challenging conventional thinking, and aligning insight generation with organisational priorities. The Lead will partner closely with affiliate leadership and collaborate extensively with the Data Transformation Lead and the Business Analytics Lead to ensure seamless data integration and maximise the value of resources. The role will also support adoption of the Pulse insights framework across the affiliate and own the development and maintenance of SOPs and policies for market research. 

Key responsibilities 

Team Leadership 

• Line manage three Customer Insights Partners, setting clear performance objectives and managing workload distribution. 

• Coach and mentor team members to enhance capability and deliver professional growth. 

• Foster a collaborative, high-performance environment grounded in critical thinking and innovation. 

• Promote consistency in processes, methodologies, and outputs across the team. 

• Encourage cross-team knowledge sharing to elevate the quality and impact of insights. 

Strategic Business Partnering 

• Act as a key partner to leadership, proactively shaping commercial strategy through data, research, and insight.  

• Collaborate cross-functionally to identify knowledge gaps, prioritize research needs, and design solutions that deliver business impact. 

• Champion a culture of evidence-based decision making and challenge conventional thinking, supporting the commercial teams to achieve superior results. 

Market Research Leadership 

• Oversee the end-to-end delivery of high-impact market research programmes across brands, therapy areas, and pipeline assets. 

• Ensure strategic alignment of research initiatives to affiliate priorities. 

• Effective planning to guarantee robust, cost-effective research. 

• Maintain and manage relationships with suppliers, ensuring high value and quality from external data and services. 

• Own the development and maintenance of SOPs and policies for market research. 

Insight Generation & Integration 

• Lead the affiliate’s strategic insight initiatives to address market and portfolio knowledge gaps. 

• Ensure insights inform both tactical delivery and long-term strategic decisions. 

• Collaborate with the Data Transformation Lead to modernise delivery methods using automation and visualisation. 

• Work closely with the Business Analytics Lead to embed advanced analytics into market understanding and recommendations. 

• Support adoption of the Pulse insights framework across the affiliate. 

• Maintain and facilitate access to portfolio-wide therapy area and brand knowledge resources. 

Market Understanding  

• Provide informed analysis on brand, product, therapy area, customer, and competitor performance, identifying trends and opportunities.  

• Extract, collate, analyse, interpret, and forecast data for existing and potential new products.  

• Support the development and maintenance of models and dashboards in collaboration with business intelligence and brand team members.